Arena focusses on what the customer wants and not what Arena wants, every member of staff we have met seems to understand this and they really get what we are trying to achieve.
Business Manager, Alison Wilson, explains how service responsiveness and quality were key factors in choosing Arena Group as their print and copy provider. “Whenever we have seen engineers they have been great. We know they will be here quickly; if we call in the morning the engineer is usually with us on the same day. They are pleasant and efficient, usually fixing any problems on their first visit; and then we can get back on with our work.”
Training delegates receive their course materials in a printed booklet, Alison comments; “we cannot afford to have the printers down as we might have as many as 50 people here in a day taking courses. Some companies use these booklets as proof of attendance for the CQC, which regulates health and social care services in England.”
Support from Arena allows the business to keep its printing in-house; “the flexibility offered by printing things ourselves is important as we have grown steadily over the past four years and our needs keep changing. As our offering moves forward we are able to work with Arena to ensure that we are capable of producing the materials we require.” The addition of distance learning to the The Care School portfolio is a good example of how printing requirements have altered with the developing business. “People doing distance learning don’t meet us or see our premises so it is vital that the materials we send to them are of a professional quality to reflect our brand.”
Alison also remarks that printing in-house is more cost effective; “as the company has grown our print volume has increased. We keep in touch with Arena to make sure that we have the optimal solution to keep our costs as low as possible.” Consistent invoicing has also been critical to the business as it expands; “we pay a fixed monthly fee so there are no surprises and we know what to expect. We always call Arena for advice when we want to change things.”
Arena is seen as a trusted advisor by The Care School and they have been impressed by each member of the team that they have come into contact with. “Arena’s attitude to customer service is brilliant; if we have a question we’re always confident of getting a reliable answer. Sometimes it is as simple as telling Arena our new idea and asking; ‘what do you think?’. They go away and find us the most suitable solution. Arena focusses on what the customer wants and not what Arena wants, every member of staff we have met seems to understand this and they really get what we are trying to achieve”.