If They Can, We Can Too
Reprint Management Services is also throwing its hat into the Web hosting arena. "We'll host an article on our Web site (www.rmsreprints.com), so if an end user wants to buy a reprint to put on their own site, we will sell them a link to it. The reason we do that is for the publisher," explains Biggerstaff. "It gives them the security that their article won't be manipulated or changed." RMS offers incentive discounts for customers that purchase both the print and digital reprint versions. It will also provide customers with html or PDF versions of a reprint for Web-site posting.
The Web is also playing a more important role at Sheridan Reprints, Yupatoff notes. Customers are now able to place reprint orders online by filling out a request form on Sheridan's site. This service has been well-received: "(Customers) don't have to play phone tag or worry that a fax hasn't gone through," she explains. Three full-time employees are devoted to monitoring the orders that come in over the Web and sending out confirmations at day's end.
A digital workflow has also enabled Reprint Services to branch out with a new product line—Reprint Additions. Inspired by trade-show goodies—personalized corporate coffee mugs, tote bags and mouse pads, to name a few—the program "grew out of publishers asking us for more options to grow revenue," says Johnson.
With the help of Professional Promotions Group (a subsidiary of Taymark, St. Paul, MN), Reprint Services can now repurpose digital files to produce a variety of complementary items.
At FosteReprints, change is evident. In addition to adding a new eight-color Heidelberg perfecting press, the vendor is replacing its Printcom system—a job-tracking package—with a more sophisticated program that will allow FosteReprints to provide more comprehensive, value-added customer service.
The software includes a database that will be shared by the manufacturing staff and sales support staff. This design will allow clients to call a customer service rep (CSR) and check a job's status or request changes. The initial goal is to allow the CSR to access the system, inform the client of the status or input changes that are immediately updated to an electronic job ticket.