As a former president of Corporate Express in the US, Jay Mutschler appreciated the value and potential of the company's Australian and New Zealand business, which was respected for its strong profits and high growth levels.
When the Australian business faltered due to poor customer service and various other management shortcomings, Mutschler was despatched to Sydney to stop the rot and turn things around.
Fast-forward 12 months and it appears Mutschler has accomplished much of his mission, which he outlined in detail at the company's 2013 Business Solutions catalogue launch in Sydney last week.
Now branded Staples, the company has worked its way through a long list of objectives which has resulted in an eight-fold increase in revenues in the third quarter compared to the same time last year.
According to Mutschler, Staples will be "relentless" in taking market share and, following an "alignment" of its cost structure to fit its lower revenues, has increased its business development team from 12 to more than 60 staff targeting mid-market, government and enterprise sectors.
The company now has more than 120 product specialists aligned with its account management team on a specific ratio to sell deeper into its accounts.
Staples' increased focus on the mid-market is being driven by eight new sales teams, each consisting of five representatives deployed across four states.
The company is also ramping up its dot com business via its NetXpress online ordering platform.
Mutschler told a large audience of key suppliers assembled at Doltone House at Darling Harbour that Staples had resolved many issues associated with its customer service, adding that its fill rate was now 98.5 per cent with on-time delivery at 99 per cent.
"We expect 2013 to be a very successful year for Staples Australia/New Zealand," he said. "Our expectations are high as we continue to see our market position strengthen."
He urged suppliers to be "patient" as the company's actions to date would ensure that it will restore its revenue and growth levels in 2013.
