THE PM360 TRAILBLAZER AWARDS 2011
SUPPLIER OF THE YEAR WINNER
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Publicis Touchpoint Solutions
In 2008, Rick Keefer and his leadership team at Publicis Selling Solutions (now Publicis Touchpoint Solutions) thought carefully about how to be a truly client-centered supplier of integrated message delivery services. Four requirements stood out: First, be a "one stop shop," where the client can get a full multichannel team with one agreement, one client focused team, and one point of contact. Second, customize the team to fit the particular needs of each client. Third, be "channel agnostic," able to recommend and create multichannel teams that are truly best for the client without having a vested interest in any particular approach. Finally, the multichannel strategies offered must be truly integrated, using feedback analysis to individualize the mix for each customer. In addition to all this, offer exquisite execution and superb customer service. Keefer noticed that the industry seldom met these requirements.
Dream into Reality
The next question was: How can our organization meet these needs? The Publicis leadership team recognized that fully integrated strategies require a fully integrated organization, one with the cohesion and breadth to deliver the goods. Consequently nothing less than "a complete reengineering" of the company would do. And from 2009 to 2010 that is what they did: Three essentially separate message delivery businesses in different geographic locations were integrated into one company with one balance sheet, within a brand new headquarters in Yardley, PA. The mission of the new company—Publicis Touchpoint Solutions—was to weave the expertise of each of them together to produce seamlessly integrated, complex ,multichannel promotional and clinical solutions. The life science industry's first true multichannel message delivery one-stop shop was born.
This would be a remarkable story in itself—about people with a vision of the industry's future and the courage to make it a reality—entirely apart from consideration of the company's performance during the past two years. But the performance has been impressive. The adoption of the new model coincided with extraordinary growth—33% in 2009, 40% in 2010, and on track for similar growth in 2011 (despite the economy). In the most recent customer satisfaction survey, 93% of Touchpoint clients said they would likely recommend Publicis Touchpoint Solutions to a colleague.
People with Vision
None of this would be possible without a committed workforce unified around a common vision. The company's home office "core team" has a retention rate of 95%. The quality of outsource teams—who have been "converted" to regular employees of client companies at a 94% rate in recent years—has been extraordinary. One 500-person Touchpoint field team was ranked #1 in its class by Sales Force Effectiveness Monitor. Touchpoint assembled another 400-person team in 7 weeks which then outperformed the client's existing sales force. All Touchpoint employees can draw on professional education by the Touchpoint Virtual Academy, the company's learning management system.
 Touchpoint's commitment to the future is exemplified by its new "green" headquarters building and its community involvement. The new office complex won a LEED Gold certificate for environmentally sound design. The organization is also energized by employee volunteer days dedicated to land preservation, the homeless, and families in need. There is more to say, but it all leads to one conclusion: Best Supplier of the Year. Clockwise from left: Publicis Touchpoint Solutions' new "green" building won LEED Gold status. "Children Helping Children" event provided a day of fun and volunteerism for employee's children. Employees help rehab a building during a corporate Volunteer Day.
2011 PHARMA/BIOTECH COMPANY OF THE YEAR WINNER
2011 MEDICAL DEVICE COMPANY OF THE YEAR WINNER
2011 ADVERTISING AGENCY OF THE YEAR WINNER
2011 SUPPLIER OF THE YEAR WINNER
2011 MARKETER OF THE YEAR WINNER
2011 BRAND MANAGER OF THE YEAR WINNERS
2011 INITIATIVES OF THE YEAR WINNERS
2011 PM360 TRAILBLAZER AWARDS PANEL OF JUDGES |
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2011 Trailblazer Gala Photos
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