CDW 2003 Annual Report Download - page 5

While Chris is talking to Mark, there’s a lot going on
behind the scenes to ensure that her needs are met quickly
and efficiently.
At CDW, our culture encourages superb service and lasting
customer relationships by valuing coworker empowerment
and sharing in the company’s successes. Coworkers across all
areas of the company—Sales, Operations and Purchasing,
Information Technology, Marketing, Coworker Services, and
Finance—maintain a relentless focus on providing a superior
customer experience.
As a result, we have a strong foundation of loyal customers
like Chris, who return repeatedly for technical guidance and
unmatched selection of products and brands.
At CDW, we:
•Cater to each customer’s unique requirements—whether it’s
a government agency, an educational institution, a Fortune
1000 company, or a small business deciding how best to
deploy its IT budget—to ensure they get the right technology,
right away.
•Provide each of our customers with a dedicated account
manager who works with them over the long term and takes
the time to understand their business needs.
• Offer customers extensive product expertise and
value-added services. This includes customized equipment
configurations, the convenience of ordering via our
personalized CDW@work™ customer extranet, and useful
tools such as our new Software License Tracker to help
customers manage their software licenses.
Some customers know exactly what they want. Others
need guidance in selecting the best technology solution, as
soon as possible. In either case, CDW provides the appropriate
level of expertise and support. Our single-minded goal is to give
every customer the best possible experience.
By focusing on their customers’ business needs, our account
managers function as an extension of their customers’ IT staff.
This allows more time for our customers to do what they do
best—run and grow their businesses.
Our account managers undergo intensive training at “CDW
University” to learn about the 80,000+ name-brand products
we sell and services we offer. They emerge skilled at
analyzing customers’ technology challenges and determining
which products will provide the required solution.
In addition, CDW account managers
are supported by advanced IT
systems, including an integrated
research and purchase history
tool that offers instant information
on inventory, technical
requirements, service contracts,
and alternative products.
At CDW, we are never satisfied.
That’s why we insist on constantly
improving our training requirements,
enhancing our systems, and honing our
expertise in every facet of our business.
The technology challenge. A growing
medical supply company lands a key contract—but nine
field reps must be onsite at their client’s facilities, in
three different states, equipped with wireless-enabled
notebook computers for order entry…tomorrow.
Chris, the company’s new IT director, knows that the right
technology will make or break her company’s ability to fulfill
this contract. She needs advice on selecting the notebooks,
which must be configured with her company’s network settings
and software. All of the customized equipment must function
flawlessly and be delivered within 24 hours. Chris will also need a
similarly configured notebook of her own so she can monitor the project
from her office at headquarters.
Although the pressure is on, Chris is confident. For years, in her previous position as an IT manager with a Fortune 1000
company, Chris trusted Mark, her CDW account manager, to devise technology solutions and meet her deadlines.
She picks up the phone and dials his direct toll-free number.
We are our customers’ trusted IT advisor.
Planning the solution. Chris quickly updates
Mark on her new job, and explains the requirements
of her company’s latest contract. Mark knows what
questions to ask:
• “What will your field reps need to do for this
new customer?”
• “Will the field reps utilize a wireless network, and
is it secure?”
• “Do the notebooks need to be configured like the rest
of your network?”
• “How will your staff handle maintenance?”
• “How do you keep track of your equipment?”
Mark assesses her responses, then proposes product lines from several name-brand manufacturers, each with a
range of costs and benefits—including some capabilities Chris hadn’t considered. He also suggests key accessories
designed to complement the notebooks: battery packs, cables, carrying cases, and an accidental damage
warranty. Chris selects the best options after evaluating Mark’s recommendations. Next, Mark asks Paul,
a certified specialist on CDW’s mobile/wireless specialty team, to join the conversation.
9:00am 10:00am
Customers rely on our expertise.
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