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Featured Customer – Metro Sales, Inc.

Don Wilmer

Metro Sales, a Six Sigma company, has been proudly serving customers since 1969. Through our demonstrated commitment to customer satisfaction, Metro Sales has grown to become the largest independent provider of Office Imaging Solutions in the Midwest. We emphasize the importance of continuous improvement and seeing our business from the customer’s perspective. The drive for continuous improvement is one of the main reasons Metro Sales has grown to a company with over 250 employees and a customer base of well over 20,000. Metro Sales was the first dealership to receive Ricoh’s coveted Chairman’s Award. The award was given on the basis of Metro’s quality service, support of the customer and efficiency of operations. Metro’s Service Department has also won Ricoh’s Service Excellence award in 18 out of 19 rating periods. Corporate Headquarters is located in Minneapolis and nine branch locations are located throughout Minnesota and North Dakota.

In 2000 we came across a company called B.E.I. Services. After doing some research into their services, we quickly realized their solution was exactly what we had been searching for. Use of their program has offered us the ability to effectively monitor and benchmark the performance of our machines and technicians. Most importantly, it has provided us the tools necessary to properly incent our field staff for behavior we feel is most beneficial for both Metro Sales and our customers.

Results were achieved using BEI’s Advanced Comparative Reporting and Technician Compensation program.

Number of Servicing Technicians

Servicing Technicians
Decreased by 15

Serial Count to Call Count

Serial Count Decreased by 2.1%
While Service Calls Decreased 8.8%

CPC Labor Costs

CPC/CPP Labor Costs Decreased 3.5%

Performance Statistics

First Call Effectiveness Increased 10%

Call Backs Decreased 6%

Reschedule for Parts Decreased 4%%