Document Automation Production Service (DAPS)
DAPS engaged Macro to research customer satisfaction, aid in reinventing DAPS as a customer-focused organization, consult on business development, and help the business perform more effectively and profitably. Macro developed an action plan based on customer research and a cost-benefit analysis of possible options. One outcome was a name change—from Defense Printing Service to Document Automation Production Service. After applying Macro’s branding process, DAPS also adopted a unique selling proposition of “can do right now.” We provided training, including customer relations management; marketing and Internet outreach; and resolving billing and contracting problems. We also developed a cadre of account representatives with enhanced marketing skills and the ability to communicate about DAPS’ strategic direction. As a result of our collaboration with DAPS, sales increased by 67 percent within 3 years, costs were cut in half, and DAPS won 10 Hammer Awards.