CDW 2003 Annual Report Download - page 8

Download and view the complete annual report

Please find page 8 of the 2003 CDW annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 81

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81

Every order is checked multiple times for accuracy as it
travels through our distribution center. In addition, our
integrated operations systems coordinate with shipping
services that scan customer shipments right on CDW’s
loading dock. CDW’s barcodes match the shipping service’s
order numbers, so there’s no need to re-label boxes.
We believe that our customers should be able to choose their
shipping service. That’s why CDW partners with all major
shipping services, assigning those companies their own docks
within the distribution center to facilitate efficient delivery to
the customer.
We want every customer’s experience to be outstanding, so
we can retain the privilege of serving them. This means
providing fast, efficient service—from the first conversation
to delivery of the order. We also provide our customers
with 24 x 7 tech support, 365 days a year, for most hardware
products purchased from CDW.
Since our account managers develop relationships with
individual customers, they are able to anticipate customers’
future needs for products and services. CDW’s market
intelligence and data mining capabilities also contribute to
this initiative.
CDW’s customer-focused business model has resulted in
increasing revenue and strong operating margins. A key
focus is to continue to increase market share by expanding
our customer base and gaining additional sales from
current customers. Our goal is to continue to be the leading
multi-brand technology direct marketer in the United States.
We expect to achieve this goal by continuing to provide
outstanding technical expertise, a choice of extensive
brand-name products, and superior, time-saving service.
We are focused on quality assurance—every step of the way.
CDW delivers. Chris arrives the next morning to
find three CDW boxes stacked beside her desk. The first
two boxes contain her new notebook, cables, battery,
and carrying case, while the smallest box contains
the extra power cord she ordered the previous night.
She calls her field reps, and all confirm that their
notebooks, accessories, and extra power cords were
delivered on time and exactly as ordered, with each software
program loaded and the wireless connections working perfectly.
Her phone rings—it’s Mark, making sure that everything has arrived as
scheduled. As they chat, they make plans to discuss data storage options
and a technology refresh for other departments at her company.
Chris heads to the conference room to report the good news to her management team.
9:00am
At CDW, everything we do revolves around the customer.
Efficient shipping. Mark e-mails Chris to let
her know that her notebooks have been forwarded
from the configuration center to quality control,
where CDW coworkers are checking the contents
against the order one more time. The notebooks
are then packed for protection in CDW cartons,
and the automated system sends the boxes to the
CDW dock assigned to the shipping service Chris
requested. The shipping service scans the boxes and
loads them into its truck.
Before heading home, Chris logs on to her CDW@work
site to check the status of her order. After a moment’s
consideration, she decides to order extra power cords—for each
of her field reps and herself—to be delivered tomorrow.
15
CDW 2003
14
CDW 2003
6:00pm