Customer Profile
Navistar is a manufacturer of International brand commercial trucks, buses and defense vehicles, proprietary diesel engines, IC Bus™ brand school and commercial buses. It also provides service parts for trucks and diesel engines and financing services for its trucks and parts. It operates globally and employs approximately 13,200 people. Additional information is available at www.navistar.com.
Business Challenges
Navistar was contracting with a national document storage provider for the majority of its locations throughout the country, as well as a few standalone providers.
Due to service and cost issues, Navistar expanded the search for different providers. The company sought to find a vendor that offered improved customer service—specifically, quicker problem resolutions—service quality, competitive pricing for all locations and a national presence in the marketplace. With the right vendor, Navistar could plan new strategies and control costs over a 10-year period.
The NRC Solution: Local Service on a National Level
Through an RFP process, Navistar discovered National Records Centers (NRC) and liked its approach of partnering with local providers to service accounts on a national level. Navistar envisioned the building of relationships and trust if local Navistar offices worked with local NRC offices.
In 2006, Navistar signed a five-year contract with NRC to provide document storage services to a handful of locations. The company was very pleased with NRC’s consistent, high-quality services and the accessibility, communication and problem-solving skills of the staff.
After working with Navistar for five years on new accounts, NRC had earned Navistar’s trust and proved its value proposition. At this time, Navistar decided to explore options for consolidating all of its U.S. locations with one main provider. NRC was the clear winner. No other provider in the marketplace could match NRC’s geographic footprint, best-in-class service and cost. Navistar was so confident in NRC’s ability to meet its business needs and so valued its commitment to continually enhance services, it signed a 10-year contract in 2012. NRC became Navistar’s preferred offsite storage provider. Four years after signing the agreement, NRC continues to consistently demonstrate its commitment to working with Navistar to improve and enhance service, provide vendors in any location needed and offer competitive prices.
Benefits
Navistar has found an accountable and reliable partner with NRC. Its customer service is unsurpassed. While other vendors rely on impersonal call centers, NRC team members make personal connections with their clients. When issues arise, Navistar employees know exactly who to call, and resolutions are achieved with one friendly phone call.
Navistar benefits from a single NRC contract that combines the personal service of local offsite records storage providers with the advantages of a national account without sacrificing quality, service or cost. NRC allows Navistar to meet corporate objectives and develop strong business relationships that promote confidence in the local providers’ abilities to keep company and client records safe and easily accessible.
Future Plans
Navistar may expand NRC’s shredding services for offices that do not require offsite document storage.
With NRC, if there’s a question or issue, I can make one phone call and everything gets resolved. Their response to problems are handled within a reasonable timeframe, and they are very accessible when you need to have a one-on-one conversation. They are always willing to work with us to resolve issues and even to improve processes that benefit both of our companies. They are a national company that feels like a small company because of their personal touch.”
Customer Facts
- Founded in 1902
- Headquartered in Lisle, Ill.
- Approximately 13,200 employees
- Annual revenue: approximately $10 billion
Results
- NRC is the preferred offsite storage provider
- Less time is spent finding the right person to contact regarding issues
- Eliminated long wait times to speak with customer service representatives
- Problems are handled in an efficient and timely manner
- Consolidated invoicing
- Fair pricing
- Valued partnership
- Vendor network