E-TOOLS - Staying Connected

John Arai, general manager of Lason Online in San Francisco—a PrintChannel user—reports that without job tracking capabilities Lason would not be as successful. "We can leverage remote sales forces because of it. Our customer base is everywhere," he reports.

Lason's PrintChannel system has also freed up its sales and customer service reps. Lason, which monitors its customer service calls through a customer service database, found that with between 4,000 to 6,000 transactions per month they receive about 700 customer calls spread over just 20 clients. "Most of the calls from clients are on how to run the system or how to modify their orders. We get very few 'Where is my order?' calls," Arai explains.