Re: Case Studies

Art Post (Guest)

Abbott Stillman & Wilson
Abbott Stillman & Wilson's CEO Chris Arnold chose Lanier for its:

Professionalism
High standard of service
Pro-active solutions
Slow, old, inefficient and expensive. That's how one of Melbourne's premier medium-sized law firms, Abbott Stillman & Wilson described its document processing in early 2001 - before it turned to Lanier for a solution. Chief executive Chris Arnold, who had just arrived at the firm, says he asked three companies to provide tenders for handling the law firm's print requirements. Lanier undertook an extensive needs analysis. In the end, says Chris, Lanier devised the best solution including both price and service.

"We now have digital printing and copying from the same machines, which is much more effective than stand-alone printers. They copy faster, with better quality and make us much more efficient with substantially reduced cost per page."

Chris says Lanier initially supplied four digital copiers/printers (Model 5455) capable of producing 55 pages per minute (ppm). Just one year into the four-year contract, both companies realised that the volume of work had grown beyond what anyone had expected and the machines had to be upgraded.

"We all under-estimated the amount of work that would be done because we'd been doing a lot of out-sourcing of photo-copying due to our old machines. "In addition, we rolled out our company intranet after the new machines were installed. All lawyers had access to the system, resulting in a lot more documents being printed. The company had also grown in that time, taking on extra staff."

Chris says he was impressed at Lanier's pro-active response to these issues.

" Not only did they take the initiative to recommend the systems be upgraded to 70ppm (Model 5470), they also hunted around and found buyers for the other machines, and they put together an attractive package for a cost-effective upgrade. The new systems have been installed and we haven't had a problem. "

Chris says he is impressed by Lanier's proactive approach in identifying problems and producing solutions, as well as the company's professionalism.

"I'm impressed with their systems and their people. Their service levels are very good. If there's a problem, there's no messing about. They're out here fast," Chris says.

Abbott Stillman & Wilson specialise in commercial, commercial litigation, property and construction, general insurance and private client services. The systems provided by Lanier service 120 people spread over two floors at the company's Bourke Street headquarters in Melbourne

7/10/037:19 PM

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Permanent
Permanent chose Lanier because of its ability to provide:

· A total networked solution
· Full service and support
· Lower running costs

When Permanent decided that it was time to rationalise its office equipment to help reduce running costs, it was not simply a case of calling in Lanier for a solution.

Although the firm had an existing and more than satisfactory supplier relationship with Lanier, technical services analyst Frank Hribar says the Permanent team was determined to ensure that the equipment and service was the best available.

After inviting several companies to quote on a total business solution, Permanent put the equipment through its paces with three months of rigorous testing

Frank says it was a meticulous process that included running tests against core business applications to ensure compatibility. In the end, the Lanier solution came up trumps.

"Lanier put forward a proposal for a solution which incorporated multi-function equipment. They had the flexibility to provide us with what was needed to meet our business requirements. It was a total solution."

Frank says Lanier supplied multi-function copier, printer, fax and scanning machines with speeds of 45 pages per minute (ppm) and 70ppm. Lanier also sourced and supplied other compatible printers as part of its commitment to providing a complete service.

It is this complete service - providing and sourcing multi-function machines and providing excellent on-going support - that Frank expects to deliver costs savings of 10 to 15 per cent.

"We get monthly statistical reports from Lanier on volumes and I'll be using that to generate running cost information."

Lanier provides a single point of contact for all servicing and maintenance requirements. Frank says the valet service, included as part of the contract, removes any concerns about printing issues interfering with daily business.

"We log all our service calls for all the equipment through Lanier and they look after it in the background. Their technician is also on site once a week to run through the machines and check things like toner levels."

The Lanier solution, Frank says, also provides for the future. While Permanent is not yet using the scanning function, it is a technology that the firm will be looking to leverage further down the track.

"The scanning technology has the potential to add a lot of value to the service delivered by the machines. Lanier was flexible in delivering a solution that looked outside the square to meet all our business requirements."

7/10/037:20 PM

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LANIER WORLDWIDE ENTERS MULTI-YEAR AGREEMENT WITH
BRISTOL-MYERS SQUIBB
ATLANTA, GA, June 16, 2003 — Lanier Worldwide, Inc. announced today that it has
signed an agreement with Bristol-Myers Squibb Company (NYSE: BMY) to be the
authorized provider for network MFPs and printers for the company in the United States,
Puerto Rico, and Canada. The agreement for an enterprise-wide asset management
program with Bristol-Myers Squibb, a global pharmaceutical and related health care
products company, commenced this month with Phase I installation.
Lanier will deliver innovative software solutions to Bristol-Myers Squibb such as:
NRS, an intelligent device relationship management tool in which device usage is
automatically reported and eventually will predict parts replacements
LanierDirect, an interactive Web service solution to manage communications and
streamline processes for fleet management, including online service calls
placement, status, and tracking; order placement, status, and tracking; meter
collection and validation for invoicing; account specific reporting mechanism
DeskTop Binder, which combines documents in various formats to be treated as a
single file and print stream
Global Scan, which enables an MFP device to scan to e-mail along with various
other formats
In addition to providing Bristol-Myers Squibb with a full line of digital printers and
multi-functional products, Lanier will also provide integrated faxing systems and color
printers.
“This new agreement with Bristol-Myers Squibb is a great start toward a long-term
relationship similar to what we enjoy with many of our largest customers,” said Nori
Goto, president and CEO at Lanier. “We have a team of experts to provide Bristol-Myers
Squibb with the customized solutions they need, and we appreciate the confidence shown
by Bristol-Myers Squibb in our ability to provide support and services for their
employees.”

7/10/037:22 PM

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