The Challenge:

Gallop Johnson & Neuman is a law firm in Clayton, MO that was saddled with inferior machines, an unresponsive national level billing department, continual sales force turnover from its provider (a sales force that only showed up when attempting to sell the firm an upgrade) and a lease loaded with overage charges and service charge price creep.

The Solution:

GFI started the discovery process with a personal touch, making calls to the existing provider’s billing department to get the answers Gallop Johnson & Neuman had been unable to uncover. After a thorough assessment, GFI was able to help buy out Gallop Johnson & Neuman’s existing lease, upgrade them to faster, connected, more productive equipment, find monthly service savings of nearly $2,000, and fix those costs for the entire five year lease. 

Gallop Johnson & Neuman previous technology was 9 years old, with 4.5 feet of paper path and 8-10 points of contact, which meant 8-10 points of potential paper jam. GFI replaced the equipment with Sharp digital imaging equipment that has no paper path, and therefore no more paper jams. The speed on the old equipment was 50 pages/minute, dropping to 28 pages/minute in duplex mode, while the GFI equipment offers duplex mode speeds of nearly 50 pages/minute, reducing walk-up copy time from 1 hour down to 15 minutes for the same work. Given the copying load of the average paralegal, this savings of time and headache has been significant.

Today:

The same GFI account manager who initiated the engagement remains Gallop Johnson & Neuman’s primary contact, and will remain so for life. The account manager checks in with the client every month, and conducts quarterly reviews to cover preventative maintenance, service logs, capture and swap out defective machines (to ensure maximum efficiency), review needs and opportunities, and to make certain that Gallop Johnson & Neuman remains thrilled with GFI’s service. 

The GFI account manager is the primary contact for Gallop Johnson & Neuman, but far from the only GFI employee invested in the account. GFI is built on an incentive based structure throughout the company, with all incentives oriented to customer service and solution stability. Each technician travels with several thousand dollars of replacement parts in their vehicle (while the GFI warehouse carries inventory well in excess of $3 million), and their monthly bonuses are based on how efficiently and how infrequently they are dispatched on service calls. At GFI, technicians who focus on preventative maintenance earn significant extra income for doing what is best for the customer.

And that’s the only kind of technician GFI has. GFI ownership, which is local, available and highly invested in the daily operations of the business, makes sure of it.