By Kelly Louiseize
Timmins United Supply and fsc, formerly Fleming Systems Corp., in Thunder Bay are different companies. Although they both have launched new products in the business sector, their ways of reaching their target market varied.
For instance, Timmins United Supply wanted to show customers and their 80 employees the new expansion of their Bucket Shop, so Brian Blahey, marketing manager of Timmins United Supply, launched two open houses. The first open house was for the employees and their spouses held in November of last year.
“We wanted to give them an idea of the direction we were taking,” Blahey says.
The second gathering, which was also a success, was held in January.
“We brought in all our customers, mainly forestry and mining clientele,” he says.
Employees and customers alike saw the potential of how the supply company could better serve their community.
“It gave everybody an idea of what was going on,” he says. “From now on everyone who wants a tour of our new facility is given one.”
Regardless of how busy they are, Blahey says its imperative to keep drumming up new business, even from existing customers.
“There may be customers already doing business with us, but perhaps not giving us their bucket repairs.”
With a tour around the facility, customers can see how the employees work efficiently and professionally on the buckets.
“We have seen a 90 per cent increase (in business) since we have started the tours and had the open house,” he says. “We have seen businesses that we didn’t have before.”
One of the most important business transactions, which takes place between the client and the sales representative, is the personal contact, Blahey says.
“Sales people must establish good relationship and maintain them with the customers.” Blahey says.
He also says it is important to ensure the clients visit the supply company.
“The sales representatives have to make sure the customers get in the door,” he says. They do this by e-mail, mail-outs and basically keeping in touch with their target market. To date the Timmins United Supply Company has increased its employee base by 15 extra workers, some of whom are welders, labourers and technicians.
Technicians are also hired by fsc in Thunder Bay, but for different reasons. They are there to field questions and concerns with regard to the company’s newly updated product, called 4Site.
“It is a computer system that has everything from payroll to purchasing, a general ledger, maintenance-management program and a financial-report program to help integrate the workflow.” Richard Livingston, marketing manager for fsc, says.
They launched 4Site by selling the product to their existing customers, by advertising in magazines that are pertinent to the computer field and by presenting the product at trade shows.
“We have clients from Alabama River Pulp, Texas Tech University, Defasco, North American Palladium Mine and our local Thunder Bay Terminals using this system.”
The above companies make up the user community. They are the ones who come across glitches in the program and express their concerns to the company technicians. “Often anything we do to enhance the performance of the new 4Site is the result of feedback from the user community,” Livingston says.
Once a year, a team of users from across the world gather with fsc employees for a brainstorming session. Input is gathered at the meeting and the feedback is used to guide the company when developing upgraded versions of the product.
