CDW 2003 Annual Report Download - page 19

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6
Custom Configuration and Technical Support
We offer custom configuration services, including installation of accessories or expansion products,
software loading, network configuration and custom applications imaging. Custom configurations provide
additional value to our customers because they reduce the cost and time necessary to deploy new products into
their existing technology environments. The ability to configure products to customer specifications enables
CDW to generate incremental sales.
Our technical support staff is well trained and maintains high levels of professional certification from
manufacturers relating to the products we sell, including that of Microsoft Certified Systems Engineer (MCSE)
and Novell Certified Network Engineer. Our technical support staff is motivated to obtain high certification
levels, as they are compensated, in part, on the levels of those certifications. Technical support is available by
telephone 24 hours a day, 7 days a week to assist customers with technical problems or answer questions in
order to increase customer satisfaction and reduce product returns. We have developed a proprietary customer
service tracking system to ensure that customer-initiated service requests are responded to rapidly. As a result,
substantially all customer service calls are answered in one minute or less.
Information Technology Systems
Our information technology systems are a key element in our ability to maintain what we believe is the
lowest cost structure among multi-brand direct marketers of computers and related technology products and
services in the U.S. We have developed and operate customized information technology and telephony systems.
Collectively, these systems allow for centralized management of key functions, including inventory
management, collection of accounts receivable, purchasing, sales and distribution. Additionally, our systems
enable the preparation of daily operating reports which provide thorough, detailed and timely information
regarding key aspects of our business. Our proprietary information technology systems enable us to enhance
productivity, ship customer orders on a same-day basis, respond quickly to industry changes and provide high
levels of customer service. Historical customer orders are tracked within our system so that we can provide our
customers with updates regarding product upgrades and other information relating to the products they purchase
from the Company.
Our success is dependent on the accuracy and proper utilization of our information technology and
telephony systems. We anticipate that we will continue to upgrade the software and hardware for our current
information technology systems. In addition, our ability to adapt our systems to changes in the competitive
environment or to take advantage of additional automation is dependent on our ability to recruit and retain
qualified information technology professionals.
Coworkers, Training and Culture
At December 31, 2003, we employed approximately 3,700 coworkers. We consider our coworker relations
to be excellent. No coworkers are covered by collective bargaining agreements.
We emphasize the recruiting, training and development of high quality coworkers throughout our
organization. Our objective is to promote coworkers from within the Company to positions of increased
responsibility, whenever possible. We develop our coworkers through CDW University, our company-wide
training program with colleges of specialization. The colleges of CDW University provide specialized training
in sales and relationship-building techniques, technical certifications, leadership development skills and
interpersonal and professional skills.
We strive to create a supportive and rewarding work environment. In 2004, we were named by FORTUNE
magazine as one of the “100 Best Places to Work in America” for the sixth consecutive year. For the second
consecutive year, we were the highest ranked FORTUNE 500 company on this list. Our Vernon Hills facility
offers an on-site childcare and fitness center, on-site dry cleaning, private rooms for nursing mothers and a series
of English language classes for coworkers who speak English as a second language. CDW coworkers are