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Talking Tech – Intro


Author
Author

Hello all! For those of you who I haven’t worked with in the past (a small percentage I’m sure as I’ve worked with the majority of our client base over the years), my name is Keith Simpson and I am the Supervisor of the Graphic Support (or Tech Support) department. I’ve been a member of the team at Optima for 8 years and a Supervisor of the Graphic Support department for roughly 5 of them.This is the first installment of the “Talking Tech” blog that I will be writing from time to time, and also my first foray into blogging as a whole, so please bear with me! The goal of this “address” is to share with you graphic-related tips or upcoming changes that could affect you and your business. This would include template adjustments, procedural changes, or any general information about the ever-evolving print industry. Make sure you subscribe to our blog so you can be in the know on all template or sizing changes as they happen.

Being an Optima employee comes with one major core principal: outstanding customer service. I can assure you that any and all changes made are made with you, the customer, in mind. Ultimately the Graphic Support Department’s goal is to provide a simple, pain-free experience when uploading artwork to us, and more importantly, a detail-oriented structure of correspondence on all pending orders.

With all of that being said, I will jump into some of the changes we’re planning on implementing in Graphic Support effective Thursday, June 6, 2013.

themeIn Graphic Support, we have a position solely responsible for filtering through and distributing all incoming artwork sent to us through multiple channels. This position is known as the downloader. The downloader position is evolving into a new way for us to manage your orders and keep constant communication on pending jobs.

Our downloader will be responsible for all pending purchase orders (PO’s) holding on receipt of art files, as well as all pending uploads holding on receipt of PO. If you upload a file to Optima, you will receive an email from the downloader within 24 hours letting you know that we’ve received your artwork and are holding for a purchase order. If we do not get a reply via email, we will follow up with a phone call. Unless instructed otherwise, we will continue to contact daily until the missing piece of the job arrives.

This re-defining of the position comes with two benefits to you:

  1. In the past, these responsibilities were handled by the Graphic Support Rep in charge of your account. Moving forward, these TSR’s will be able to dedicate 100% of their time to processing orders and customer correspondence on existing jobs.
  2. One person will be dedicating all of their time to ensuring that ship dates are not missed and that you are always aware of what orders you have pending with us.

I am confident that this new procedure will be of a huge benefit to you and I encourage your feedback related to this change. We will always have eyes on your orders and uploads, allowing you to focus on advancing your business and being successful. Now, I must also say that I feel we currently do a great job in Graphic Support when it comes to keeping up with correspondence on orders; however, the goal of this new process is to exceed those expectations.

As always, please feel free to reach out to me at any point, for whatever reason with whatever questions or concerns you may have. I have listed my contact information below. I am optimistic about where we’re going and I look forward to hearing feedback in the future. Thank you for your time!

About the Author
Keith Simpson is the Graphic Support Rep Supervisor of Optima Graphics. He has
worked in Trade Show Industry since 2005.

Toll free: 1-800-844-8877 x255
Direct: 636-680-9255
ICQ (instant messaging): 552523421

Categories: Optima
  1. Jocelyn Welles
    June 7, 2013 at 3:10 pm

    Very great idea, Keith!!!

  2. June 7, 2013 at 3:48 pm

    Great post Keith. Glad to see you are blogging. It will be great to see the efficiency grow from these new changes. Hopefully this will make all our jobs run a little smoother.

  3. June 10, 2013 at 2:24 pm

    Thanks for the update, Keith.

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