FedEx Kinko’s — Network of Resources

FedEx Kinko’s expects to open 300 of the new centers across the United States by June 2008.

FedEx Kinko’s will feature improved pack-and-ship stations, full- and self-service copying, and twice the number of office products and services.

The smaller store model offers improved customer service and convenience, enhanced pack-

and-ship stations and about 700 office products. The centers will carry a selection of business papers and writing instruments, along with new technology offerings such as DVD media, thumb drives and mobile phone accessories.

Hub-and-Spoke Network

Leverton notes that FedEx Kinko’s operates on a digital hub-and-spoke network, where small stores with moderate capabilities are digitally connected to larger stores. Whether a customer wants 10 or 1,000 copies, it can be fulfilled. A 10,000-copy job can be sent to a larger facility.

In January 2006, Ken May became CEO, and for the past year, he has worked to incorporate Kinko’s into the culture of FedEx, while rolling out new businesses and improving overall service levels.

“After the acquisition, we went to customers with focus groups to ask them what FedEx Kinko’s means,” adds Leverton. “FedEx meant shipping; Kinko’s meant copying. When we put them together, customers gravitated toward terms like business services, and that opened a lot of doors for us.”

Along with visual enhancements, FedEx Kinko’s is offering new capabilities with direct mail services, a print online e-commerce interface and signs/graphics. Direct mail services include design, production, finishing, address cleansing and verification, as well as mail processing.

“Kinko’s is not trying to break into the business of high-run direct mail, but we are trying to serve the small- and medium-size businesses that are not able to afford to go to a large direct mail house,” according to Leverton.

Print Online is the company’s Web-based print management tool for customers to digitally send documents directly to the stores. Leverton says the tool provides customers with the full range of options that a FedEx Kinko’s team member has behind the counter. Clients can select from extensive printing and finishing options, track order status, reuse saved print jobs and review order history.

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