Tri-State--Reinvent and Refocus

"What we realized," stresses Campagna, who seems to make it his challenge to ease the burden of the overwhelmed customer, "is printing is a means of communication. And whether we're providing copying services or producing a book, it's a way of helping our clients communicate. It made us realize that we needed to set up separate divisions. That allowed us to market to individual, niche markets and establish a team of people internally on the customer service end that understood these individual markets and the problems with which these customers are faced."