CompUSA 2015 Annual Report Download - page 8
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Table of Contents
Relationship Marketers
OurrelationshipmarketersfocustheireffortsonourbusinesscustomersbyestablishingapersonalrelationshipbetweensuchcustomersandaSystemaxaccount
manager.Thegoaloftherelationshipmarketingsalesforceistoincreasethepurchasingproductivityofcurrentcustomersandtoactivelysolicitnewlytargeted
prospectsto becomecustomers.Withaccesstothe recordswemaintain,our relationship marketers arepromptedwithproductsuggestions toexpandcustomer
ordervalues. In certain countries, wealsohavetheabilityto provide suchcustomerswithelectronicdatainterchange(“EDI”)orderingandcustomized billing
services,customersavingsreportsandstockingofspecialtyitemsspecificallyrequestedbythesecustomers.Ourrelationshipmarketers’effortsaresupportedbye-
mail campaigns and periodic catalog mailings, both of which are designed to generate inbound telephone sales, and our interactive websites, which allow
customers to purchase products directly over the Internet. We believe that the integration of our multiple marketing methods enables us to more thoroughly
penetrateourbusiness,educationalandgovernmentcustomerbase.Webelieveincreasedinternetexposureleadstomoreinternet-relatedsalesandalsogenerates
moreinboundtelephonesales;justaswebelievecatalogmailingsandemailcampaignswhichfeatureourwebsitesresultsingreaterinternet-relatedsales.
E-commerce
Wecurrentlyoperatemultiplee-commercesites,including:
North America Europe
www.globalindustrial.com www.misco.co.uk
www.globalindustrial.ca www.misco.de
www.nexelwire.com www.misco.fr
www.chdist.com www.misco.nl
www.avenuesupply.ca www.misco.it
www.industrialsupplies.com www.misco.es
www.misco.se
www.misco.at
www.misco.ch
www.misco.be
www.inmac-wstore.com
www.miscosolutions.nl
Wearecontinuallyupgradingthecapabilitiesandperformanceofthesewebsitesinoursignificantmarkets.OurinternetsitesfeaturemillionsofMROandICT
products. Our customers have around-the-clock, online access to purchase products and we have the ability to create targeted promotions for our customers’
interests.
Inadditiontoourowne-commercewebsites,wehavepartneringagreementswithseveralofthelargestinternetshoppingandsearchengineproviderswhofeature
our products on their websites or provide “click-throughs” from their sites directly to ours. These arrangements allow us to expand our customer base at an
economicalcost.
Catalogs
AsIPGandEMEAhaveincreasedtheirfocusononlineandecommerce advertising,marketingandsalesactivities,theyhavedecreasedtheiruseofhardcopy
catalogsoverthelastseveralyears,andcurrentlydistributemanyfewerregularandspecialtycatalogsthaninpriorperiods
Customer Service, Order Fulfillment and Support
WegenerallyreceiveordersthroughtheInternet,bytelephoneandbyEDI.Wegenerallyprovidetoll-freetelephonenumberaccessforourcustomersincountries
whereitiscustomary.Certaindomesticcallcentersarelinkedtoprovidetelephonebackupintheeventofadisruptioninphoneservice.
Certainofourproductsarecarriedinstock,andordersforsuchproductsarefulfilledonatimelybasisdirectlyfromourdistributioncenters,typicallywithinone
dayoftheorder.WeutilizenumeroussalesanddistributionfacilitiesinNorthAmericaandEurope.Ordersaregenerallyshippedbythird-partydeliveryservices.
WemaintainrelationshipswithanumberoflargedistributorsinNorthAmericaandEuropethatalsodeliverproductsdirectlytoourcustomers.
We maintain a database of commonly asked questions for our technical support representatives, enabling them to respond quickly to similar questions. We
conductregularon-sitetrainingseminarsforoursalesrepresentativestohelpensurethattheyarewelltrainedandinformedregardingourlatestproductofferings.
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