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Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company Description: (PFL) is the nation’s first e-commerce commercial printer with over 100,000 customers nationwide. The PFL workflow systems and production capacity innovations enable customers to control their print-project timeline. The Wall Street Journal noted that PFL succeeded in striking the best balance between human and online interaction with customers and are easy to do business with.
Nomination Category: Company / Organization Awards Categories
Nomination Sub Category: Company of the Year - Manufacturing

Nomination Title:

Tell the story about what this nominated organization achieved since January 1 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

In 2012, (PFL) proactively equipped its’ over 150 employees to “raise the performance of American business by setting the standard for remarkable customer experiences.” Founder and C.E.O., Andrew Field, challenged employees with a vision to exceed customer expectations on a daily basis.

In order to achieve this, PFL revamped their intranet training capabilities, instigated a company-wide quality initiative, and empowered employees to participate in self-regulated execution of customer support. Every member of the PFL team takes full responsibility for the customer’s experience. From the first point of contact to the delivery of printed materials, PFL customers know they can expect consistent excellence in care and execution on their order. What customers may not know is how PFL is able to accomplish this. Three main components that contribute to PFL’s efficiency are:

1. Innovative Technology Support for Customer Advocates: PFL has rolled out a robust CRM, developed by an in-house, full time 10 member programming team. This interface incorporates VoIP, Database accessibility, and order tracking to facilitate the best in customer interactions. When PFL customers call, they never receive a phone tree. The system recognizes returning customers and simultaneously routes them to their assigned team while opening their account for view on the computer screen. New customers are immediately assigned a team based on current workflow inputs in the database. In 2012, PFL launched software that significantly lowers file processing times, freeing the Customer Advocates to spend more quality time with each customer. 

2. Productive; Team Based Customer Service: Every customer is appointed a three-person team for their first order and stays with that team for subsequent orders. Every PFL Customer Advocate undergoes a rigorous 12-week training program with testing that requires they demonstrate mastery in all design programs, the PFL database, Action Selling, and customer service techniques.

This means that customers can speak with one individual about every aspect of their account. From design specifications, to billing, the customer is never volleyed from department to department. The success of this innovative method of customer service is reflected in a PFL 2012 Net Promoter Score of 87%. To put that into perspective, Apple boasts an average NPS in the upper sixtieth percentile.

3. Extensive Quality Control: Management at PFL is not the traditional top-down approach common in the printing industry. Instead, Customer Advocates hold each other accountable for team performance. PFL Customer Advocates work closely with production and bindery workers who are themselves empowered to make high-dollar production decisions to safeguard customer satisfaction.

Manufacturing employees serve as the final gatekeeper before customers see their print projects. They routinely “stop the presses” at any point in the production process if they feel that a customer would not be 100% delighted with the product. All employees are authorized to stop an order and redirect efforts to ensure the very best in quality. This leading-edge approach reduces failure and improves efficiency.

PFL attributes their continuous growth in the sluggish 2011/2012 economy to their efforts in streamlining customer service and commitment to buoyant, indomitable optimism. Customer service’s positive impact on retention numbers and a higher average order size are key factors in PFL’s 14% increase in revenue from 1/2011 to 1/2013.

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Provide a brief (up to 125 words) biography about the leader of this nominated organization:

Andrew Field Andrew S. Field, President and CEO

Andrew founded Express Color Printing in 1996 to serve the Montana printing market. After discovering that Montana has more elk and bison than print buyers, Andrew and his small team launched in 1999, building the first true e-commerce commercial printing company. Andrew was named Montana's Entrepreneur of the Year in 2004 for his contributions to the local economy, and was recognized by Winning Workplaces and Fortune Small Business as a winner of the 2005 Best Bosses Award for innovative approaches that have created a high-performance workplace.

Andrew cultivates a dynamic culture that both empowers and inspires PFL's people. Leading by example, he embraces challenge and strives to keep PFL ahead of the curve in technology innovation.