PrintingForLess.com : 21st Century Printing

PFL used to have random CSRs, but it became problematic when a buyer would place multiple orders within a day and be assisted by more than one rep. So, Field hired an organizational development consultant, who advised PFL to adopt its three-member team concept.

“We’ve applied a lot of technology to have really great software tools for our people so we can see—very easily and readily—their order history, status of all their current orders,” Field remarks. “We keep good contact history. So, even if it’s a different member of the three-person team, we try to make it seamless.”