Service prrocess management for Xerox global clients

Client_

Xerox is a global technology company specializing in printing, copying, and document management solutions for business. It provides printing devices, print outsourcing services, and tools for optimizing document processes, helping organizations reduce costs, increase productivity, and ensure fleet continuity. 

Challenge_

XEROX, one of the world’s largest suppliers of printing devices and print outsourcing services, faced the challenge of improving its service processes dedicated to the largest corporate and business clients. In 2018, Xerox established cooperation with Euvic Group with the intention of implementing these improvements. What did we have to face? The project’s goal was to standardize service processes, consolidate the service network, and prevent rotation of qualified service personnel.

Solution_

Our activities in the field of service standardization led to the implementation of solutions such as: prequalification procedures, warehouse and logistics support for the needs of the nationwide service network. Moreover, we integrated the manufacturer’s system with our service application, thanks to which the progress of service delivery can be tracked.

To ensure the entire service system operated smoothly, we prepared and conducted training for service network employees (over 40 people). Additionally, as part of the project, we created a single point of contact for Xerox clients and developed a consistent data reporting model regarding contract implementation for Xerox management. The improvements we implemented allowed us to achieve service delivery within an SLA of 8 hours and next business day for over 7,500 devices throughout the country.

Key numbers_

• 40 dedicated service engineers.
• Handling 500-1000 requests monthly in 8h/NBD SLA regimes.
• NBD standard service for over 7,500 devices throughout the country.