The Xerox Service Value
Services, Products, Solutions

Xerox has built their service organization on five components that provide VALUE to your business.

First, we stand behind the Reliability of our products and services with our Total Satisfaction Guarantee.

  • We train our Service Representatives in the latest techniques in servicing your equipment to ensure a first time fix.
  • Our 100% genuine Xerox parts are held to high reliability standards resulting in extremely low defect rates.
  • Xerox uses the experience gained by servicing your equipment to improve reliability by design.

Second, we continually invest in new Technology

  • Xerox invests in the latest techniques in computer based training, diagnostics and expert troubleshooting, enabling quick repair time and maximum uptime.
  • The Customer Service Engineer (CSE) manages the entire service call through the use of a portable workstation, radio pager and cellular phone, ensuring a closed loop problem resolution process.
  • Intelligent documentation provides the Customer Service Engineer (CSE) with the latest service procedures at their fingertips.

Third, your Productivity is increased through improved response time and improved service call time.

  • An automated paging system alerts the Customer Service Engineer (CSE) within minutes of the call being placed.
  • The portable workstations provide call queuing information to the Customer Service Engineer (CSE) to enable quick response and effective call management.
  • 95% of required parts are carried by the CSE or available from local inventory supporting our first time fix philosophy.

Fourth, we know more about our products than anyone else and that Knowledge assures you of unmatched expertise in servicing Xerox products.

  • Every CSE receives a minimum of six hours per month of ongoing training.
  • There are more than 250 Customer Support Analysts to handle software and network issues.
  • Our escalation process includes over 200 Systems Software Engineers and provides a knowledge rich staff, offering technical services and fee based consulting.

Finally, we are committed to a Relationship established by a dedicated service support staff that provides continuity and delivers world class service.

  • Continuous improvement of Customer Service is a Xerox commitment and is a goal of our Worldwide Customer Support Team.
  • Information from the Customer Satisfaction Survey is used to understand what is important to you, our customer, in designing future service programs.
  • Our service team is attentive to the voice of the customer and understands that good communication and continuous improvement is essential to meet customer requirements.
  • We build flexibility into our offerings to provide the services you need when you need them.