Kelley Solutions

When the stationery supplier for ADT Security Services folded without notice, ADT needed a new partner fast. The company, which installs and monitors home security, fire detection, and building management systems, has over 300 offices nationwide, all of which were suddenly unable to order printed supplies and products crucial to their sales process. Orders had been backing up for months, as end-users grew more and more frustrated.

One of ADT's sister companies recommended Kelley Solutions, with a 35-year history of delivering top-quality print and promotional products through its standard-setting "BrandSmart" approach. Over the past decade, Kelley has also developed a portfolio of e-commerce solutions, including web ordering systems that streamline workflow, broaden brand awareness, and provide monitoring tools for management.

Kelley's track record gave ADT's managers the confidence to move forward.

Assessment

Kelley Solution's first step was to collect and analyze situational data gathered during an initial client conference. The Kelley team also evaluated ADT's written responses to its detailed customer profile.

Kelley assigned a dedicated team to manage the ADT account, consisting of an Account Executive, lead Client Service Representative, Online Internet Specialist, and a Client Financial Manager.

ADT's previous ordering system was manual, based on written templates with none of the efficiency afforded by today's online systems. The Kelley solution had to deliver two things: an automated system that ADT's 300 locations could access via the web; and temporary assistance in fulfilling over 1,000 back orders during the site's development.

Kelley facilitated manual orders via fax and email forms and became the central point of contact for ADT's nationwide offices, enabling ADT to fill its considerable backlog of orders, and taking pressure off of ADT's primary sales contact.

Implementation

Kelley Solutions built ADT a state-of-the-art e-business solution housing all of its print and promotional products, accessible from any location. The new system leveraged the latest in online functionality, including proofing, template creation, approval and routing capabilities, cost center tracking, order tracking, and advanced reporting.

Launch of the enhanced ADT website included the creation of online ordering through the company's intranet, the ability to notify national offices with broadcast email functionality, customized ordering instructions, links, and a toll-free technical support line. Kelley created a custom skin that integrated the main site's look and feel with that of its intranet which once again reinforced ADT's brand with employees.

Management

End-users had one central place to order all print-related materials and any other ADT products and services. The redesigned site also incorporated new features, including custom messaging, cost-center dropdown menus, and integration with ADT's FedEx account.

Kelley Solutions also established a bimonthly billing plan which eliminated multiple invoices, cutting of checks, and reduced a large number of accounts payable/receivable entries. Each bill included a detailed summary report providing all order information.

End Result

In less than two weeks, all ADT locations were able to order online. Within six weeks after the launch, Kelley Solutions had processed 1,556 transactions for business cards, letterheads, envelopes, notepads, and labels with all products shipping in 3 to 5 business days.