Real Talk with Xerox US Customer Business Operations Customer Support Services

Real Talk With Xerox US Customer Business Operations Customer Support Services

“We significantly enhanced the systems that keep our operations up and running to ensure that our 225,000 U.S. customers have the most efficient ordering and contract services, and quickly get the right answers.”

– Barrett Sullivan Chief Administrative Officer Xerox US Customer Business Operations

The Challenge The Solution Every day, Xerox customers are directly The Xerox Technology Information Real Results and indirectly served by the company’s US Management (XTIM) team reassessed • Reliable, uninterrupted order and Customer Business Operations (USCBO). USCBO’s IT infrastructure and identified contract services for 225,000 Xerox Whether customers are placing equipment critical areas with the potential for customers in the U.S. orders, making payments or calling with improvement. At the heart of XTIM’s • Advanced disaster recovery solution invoice questions, their contract-related recommendations was a significantly that protects against lost customer needs become an integral part of the USCBO enhanced disaster recovery solution. data and minimizes downtime due workflow. To provide customer support that Today, with the solution in place, USCBO is to a redundant infrastructure and is both immediate and informed, the USCBO serving customers more efficiently, without enhanced data recovery protocols team relies on 135 different applications. worrying about service interruptions. • 60% faster order processing Keeping USCBO’s systems up and running is In addition, the group has realized as mandatory as keeping them current. significant operational savings that are • 75% of all customer calls handled being reinvested to continually revitalize during initial contact; substantially customer support. fewer callbacks • Significant operational savings reinvested in new customer service systems and processes In implementing the USCBO solution, the A redundant server infrastructure lies at the “It’s a collection of hardware XTIM support group went beyond their heart of the solution, enabling the activities and services that allows us “standard” responsibilities. Rather than simply of one data center to be rapidly recovered at maintain USCBO’s systems, they improved another should a system go down. Systems to quickly recover activities them. Working closely with USCBO, they run in parallel, so if a primary system is in one Xerox data center by created a disaster recovery solution that forced offline, customer data and uptime are backing them up at another involves redundant systems, enhanced data protected. In addition, contracts with external Xerox center so business recovery protocols and a modernized IT IT vendors have been revised to include a partners—and customers— infrastructure with lower operational costs. All currency mandate, ensuring supportable of which means USCBO can serve customers systems over the long term. don’t have to worry if a with greater efficiency and confidence. XTIM also plays a critical role in USCBO’s disaster occurs.” Peace of Mind for Customers and natural disaster testing, connecting systems – Chris Landry Those Who Help Them in outdoor trailers to satellites to confirm Vice President readiness for natural catastrophes. USCBO aids internal and external Xerox Xerox Technology Worldwide customers, answering 297,000 calls and Greater Uptime. Faster Application Production Operations 180,000 written inquiries a year. For internal Turnaround Time. customers, the group oversees every aspect of Thanks to the continuous availability order and contract management. For external of multiple, integrated systems, USCBO Uptime Upkeep: A Proactive customers, USCBO is a hub of essential customer service is now better than ever. Solution for Uninterrupted information, addressing all questions, issues 75% of all customer requests are met on and requests related to customer orders, Customer Service the first call (most remaining cases require contracts and invoices. When it comes to serving customers, what an additional step, such as reviewing a tax happens behind the scenes at Xerox US “We sold our business and need to move exemption request). Orders are processed Customer Business Operations (USCBO) printers.” “I’d like you to bill us differently.” 60% faster. Responses to written inquiries is almost as important as the customer “What’s the status of my order?” “We want happen in one-fourth the time. Callbacks are interactions themselves. If orders aren’t to extend our contract.” “Our address is significantly fewer. And the lack of downtime processed rapidly or questions can’t be changing.” On any given day, these are some backlogs means USCBO doesn’t play catch up answered because a system is down, the of the issues the USCBO Customer Care team and customers don’t wait for systems to get customer experience suffers. might address, along with customer concerns back up. about device performance. To ensure that disruptions remain minimal, Equally important, the enhancements the Xerox Technology Information The mission to meet these diverse needs have led to greater customer satisfaction. Management (XTIM) group teamed with is reinforced by over a hundred USCBO Customers are now describing their USCBO USCBO to implement a state-of-the-industry applications and systems. The mission to keep experience as, “accommodating and a disaster recovery solution. The outcome? those applications and systems operational genuine pleasure,” “solution-focused and the Enhanced stability and reliability for USCBO’s and current is upheld by XTIM. epitome of professionalism,” and “excellent, infrastructure, superior service for customers. ensuring my needs were met now and in Redundant Infrastructure for the future.” An Internal Model with One-of-a-Kind Service External Value These new efficiencies, combined with lower At the start of the project, XTIM analyzed technical support costs, have resulted in The XTIM organization provides internal IT USCBO’s critical and non-critical systems— considerable operational savings that are services on a global level, using a framework and their interrelationships. Systems were being reinvested in new customer-focused that organizes IT functions horizontally, prioritized according to the importance of initiatives. One recent example is a workflow rather than according to hardware, software, their uptime to customers. For example, the platform that automatically pushes relevant etc. The framework’s components range system that processes customer contracts is data from multiple systems onto a single from planning to solutions development to a high priority while an internal system for Customer Care screen, delivering more operational support. weekly team statistics is low. customer information in less time. Putting it simply, the stability, productivity and cost-efficiency of USCBO have never been stronger, but tomorrow’s USCBO customer experience is certain to be even more impressive.