Client Profile:

Tahoe Resources Inc. is a publicly traded company that operates silver mines in Northern Nevada. Led by experienced mining professionals, the company is dedicated to the sustainable processing of precious metals in the North America. The company’s main initiatives are to build and operate a world class silver mine, maximize shareholder profitability and adhere to the highest standards of environmental protection.

Background:

Tahoe Resources Inc. contacted Ray Morgan Company through Mike Wysong, who had a previous business relationship with Gary Machabee, owner of Machabee Capital Finance (a local leasing company). Gary is the previous owner of Machabee Office Systems in Reno, and former competitor. Gary is familiar with the positive reputation of the Reno Branch of Ray Morgan Company and knew the company’s high standard of providing service. Mike Wysong contacted Bryan Shaddix, formerly of RMC Stockton branch to lead the negotiations with Ira Gostin, VP of Investor Relations and Chuck Drake IT Director of Tahoe Resources Inc.

Assessment:

Ray Morgan Company’s IT team evaluated the clients concerns regarding their previous use of technology. The primary concern relayed to the RMC team was consistency of color output from their multifunctional devices.

“How you represent yourself to your investors reflects directly on the quality of the company. Poor and inconsistent print output is unacceptable, said Ira Gostin, VP of Investor Relations.

Ira is responsible for generating financial reports and submitting them to investors and upper management personnel. The quality and consistency of these reports is paramount to sustain rapport. The RMC team is determined that in order to achieve the quality and consistency needed for company’s high output, a Canon Advanced Color MFP and Fiery technology platform must be implemented. RMC also identified that the previous vendor (Machabee Office Systems) did not have the technical support to the assist clients with the installation and training needed to effectively operate the technology.

RMC Solution:

In a team decision, the RMC team proposed the Canon ImageRUNNER Advanced C9075b, bundled with the Canon/EFI imagePASS print controller. RMC and Sierra Office Systems went head to head for Tahoe Resources business. Ray Morgan Company won the account based on effective IT support and demonstrated knowledge of the equipment.

Implementation:

The implementation of the solution was challenging, and took a total of two weeks from the time the order was signed. The client was printing their primary report from MS PowerPoint, generic software not necessarily the best for generating high quality output. Lance Jauron of RMC was the lead technician of the imagePASS OS, visiting the customer multiple times to “tweak” printer profiles on the Fiery platform and instructing Tahoe Resources staff on how to manipulate the print controller settings. Training was completed by Lance Jauron, who spent about a month ensuring all parties were confident and that the client could stand on their own.

Summary:

The delivery took place in January of 2013 and the staff at Tahoe Resources has been proficient on the device since February. Tahoe Resources has even allowed other potential RMC clients to visit their offices to see the results of all the work put in by the RMC Reno staff. Lance’s dedication to this customer was crucial to the success of the implementation. Bryan Shaddix played a big role in determining the needs of the client prior to the implementation. He maintained a positive relationship with this client from beginning to end and set the bar for success with this account.
This Case Study demonstrates the dedication to client satisfaction and the benefit of utilizing all the resources at hand (teamwork) to ensure complete customer satisfaction.