Launched in 1993, the First Class Supplier Programme assesses suppliers in different product and service categories against set criteria throughout the year.

Additionally, the Post Office conducts a further qualitative assessment focusing on eCommerce and the environment.

This year, Interchange has won a prestigious Silver Award in the IT Services section, recognising key support to the Post Office through its work at the Swindon support centre, and more specifically, its activities at Matlock and Coventry.

Parcelforce’s Head Of Business Systems, Bill Moreton, takes up the story: “Interchange Group has been a valued and trusted supplier to the Post Office, and to Parcelforce Worldwide in particular, for many years. Such is the working relationship that Interchange is more readily recognised as a partner than a supplier.

“During the past five years, Parcelforce has developed and deployed an innovative range of parcel tracking systems utilising a variety of new technologies and state-of-the-art equipment from specialist suppliers. Interchange has worked alongside Parcelforce and these suppliers to maintain and enhance the

robustness of this equipment through proactive design improvements and practical advice regarding usage techniques and preventive maintenance.“Indeed, this relationship developed to the point where, in 1996, the Post Office and Interchange established a Repair Centre at Matlock in Derbyshire. This facility now provides a wide range of repair, refurbishment, and swap-out services for all Post Office Business Units and is staffed jointly by Post Office and Interchange personnel.

”The Repair Centre has been so successful that it has saved the Post Office more than £1 million in just three years, and is now proactively looking to use its expertise to benefit other parts of the Post Office using data capture equipment.

Interchange’s work with Parcelforce in Coventry in the past year also contributed significantly to the Award, as Bill explains: “In October 1999, Parcelforce Worldwide opened its new International Hub at Coventry Airport.

Although the opening took place on schedule, a number of key systems required to underpin the operation were not available. Working in association with senior operations and systems managers from Parcelforce, Interchange sourced, installed, and modified equipment to enable legacy systems to be utilised to launch the Hub operation.

This exercise called for a wide range of skills and commitment from Interchange personnel, who duly delivered everything that was asked of them. This was a key factor in the successful launch of the International Hub, and paid off as recognition in the First Class Supplier Awards for 2000.

“Congratulations and thank you Interchange! Long may the partnership flourish!”

As Interchange Lines went to press, The Post Office was set to announce its category Award winners and overall Supplier of the Year. We’ll let you know how Interchange Group fared in the next issue.

Livelink takes knowledge management to a new level by providing an integrated approach. Interchange Knowledge Management specialist, Paul Barnes-Brett explained its benefits: “For the first time, technology is able to provide the right information to the right people at the right time. And Livelink allows companies to leverage their most valuable assets – people and knowledge.

 “It’s an intelligent desktop communications tool that combines document management, workflow, collaboration and search facilities. It is simple to install and operate – and you can measure the return on your investment in months rather than years!

”As a user of Livelink, Interchange is now marketing the system with renewed confidence in its capabilities and potential. “We looked in the market for the best solution and found it in Livelink,” Paul added. “Having introduced it throughout Interchange, we now know its full potential. Livelink has features found in various other packages but links them intelligently to enhance all the capabilities.

“We’re now advising companies on how they can implement Livelink successfully to realise its full potential and gain added value. And, as part of the drive, we’ll be holding a series of seminars for customers over the next few months.”

Driving for success

There’s no such thing as a free lunch, but Interchange BV recently treated 30 of its European customers from 16 companies to a day that combined serious business with a thrilling afternoon on the race track.

The race day at Zandvoort circuit began with a morning of presentations, during which Pete Neville, David Wade and a number of other Interchange staff brought the guests up to date on IGBV’s latest ways of delivering real-time business benefits through ServiceVision, Livelink and the recent agreement with Oracle. It was a tribute to their skills and enthusiasm that they held the audience’s attention, in spite of the distractions provided by the sounds of roaring engines and the smell of oil and asphalt that percolated through into the meeting room.

After lunch, the guests were briefed on how to drive the cars and the rules of engagement. The programme was in four parts: being driven at top speed over the circuit with a professional driver in a Renault Laguna, racing in a formula 3 car, racing in a touring car and slalom. Racing in a touring car gave the guests the chance to show their skills, as they had to follow and try to keep up with a pace car.  This was not as easy as it seemed – and the pace car had to slow down to let the stragglers catch up!

The winners of the slalom were –

1st: Hendrik Passchier of Lanier Nederland BV

2nd: Edwin Becker of Saval BV

3rd: Ad Adriaansen of Saval BV

All in all, the customers enjoyed their day. The only question was how to follow such an event. Did someone say Indianapolis?

First joint service user group meeting

Customers have given a positive thumbs up to the first joint Service User Group meeting.

It was the first time that users of both Servasure and OptimService have been brought together at Interchange, and was so successful that more are planned.

David Wade, Director of Market Development, explained what the Oracle agreement would mean to Interchange’s customers.

Lunch was preceded by a presentation from Amanda Harris who spoke on ‘Wow – Customer Service’, while Paul Barnes-Brett, talked about how to provide customer service through the Internet.

In afternoon breakout sessions Dave Burrows focused on Service Vision, Paul Barnes-Brett on Business Intelligence, James Scougall on Knowledge Management, Pete Neville on Business Benefits, Steve Briggs on Professional Services and finally, an open session with the business managers.

Paul Stone said: “It was an extremely successful day and a great opportunity for us to demonstrate to our customers the sheer volume of the services we can provide and how these can integrate with existing systems.

“We fully intend to build on this success in the coming months.”

New Business Management appointments

Interchange Group has expanded its business management team with three new appointments.

Joining the Interchange team as business managers are Laurence Fry, Mandy Sullivan and Fabio Perrone.

Laurence has been working in the manufacturing and electronic building management systems field, concentrating on selling product and service solutions, while Mandy will be using her seven years experience in customer service roles to spearhead new business campaigns.

Fabio brings a broad base of experience and skills in operational processes to Interchange, having most recently worked in logistical management for Intercare Group, where he was specifically responsible for systems development and field service.

Paula & Wendy:
Customer Champions

Paula Scroggins and Wendy Mann have taken up new roles within Interchange as Customer Representatives. The roles aren’t just new for the two experienced members of Interchange’s HelpCentre support team – they are, in fact, brand new roles within the organisation.

“We recognised the need for our customers to have a real voice within our company – someone fighting their corner when issues arise and decisions need to be made,” explained Call Centre Manager, Amanda Harris.

“Now Wendy and Paula are taking on that role. Each will be building relationships with groups of customers, getting under the skin of their organisation and getting to grips with the issues that really matter. They will then be in the position to provide a pivotal role between our customers, our Customer Managers and the management team at Interchange Group.”

A relationship between a customer and a service provider is even more important once the sale is made and we recognise that, Amanda explained. She added: “Our success is built on good customer relations. This means working with our customers at all levels, and ensuring they’re aware of the products and services we offer, and making the best use of the ones they already have. 

“For us, this is all about offering effective customer service, where we will have dedicated informed resources in Wendy and Paula working directly with customers to understand their fundamental needs and to ensure our solutions fulfil those needs.”

Norweb order

Interchange has won a further order from Manchester-based telecommunications services company Norweb Telecom.
The company will be supplying two Compaq Proliant ML370 rack mounted servers as part of a deal which includes three years on-site support.
Norweb Telecom provides telecommunications services to a broad range of industries in both the private and public sectors and is already an existing Interchange customer.

London-based insurance underwriters Dickson Man-chester and Co has chosen Interchange to provide support for its network of some 60 employees, who work both from home and from the office. Interchange was able to provide both cost savings and a better level of service than the previous supplier.
Interchange already enjoys a close working relationship with GPM Development, which provides the facilities management role to Dickson Manchester.