Case Study

Xerox: Delivering world-class mobile customer service

  • Created state-of-the-art, mobile customer service platform

  • Automated to deliver highest quality customer service

  • Facilitates greater collaboration between stakeholders and technicians

“We are now positioned to capitalize on future technology innovations and devices coming down the pipe without having to re-tool. The infrastructure is already in place.”

Gregg Bullen Program Manager, Xerox Corporation

The Business Issue

The goal of Xerox’s CRM project was to simplify and streamline processes for field employees – service technicians, managers, account associates, and professional services. They also aimed to provide highly automated and consistent service delivery to improve customer satisfaction during critical system-down situations.

With mobile and wireless technology evolving at a rapid pace, Xerox realized it had to think bigger than a one-off point solution for mobility. IT seized the opportunity to deploy not only a next-generation wireless field service solution, but a mobility platform that would enable Xerox to design, build, deploy, and manage state-of-the-art mobile solutions for years to come.

The Solution

Xerox selected the Pega Mobility platform to allow customer service engineers (CSE) to dispatch and close service calls, locate parts, research machine history, and update status.

The deployment began with a group of internal early adopters who became personally invested in the success of the program. Their knowledge and enthusiasm spread to other users, accelerating the launch.

When Xerox launched the application nationally, it had already sold itself, thanks to the early adopter program. The company cites its adopter program as a key factor in the app’s initial traction with CSEs and continued widespread adoption.

The Results

Xerox deployed the Pega Mobility service to 5,500 CSEs nationwide on several generations of smartphones across the AT&T, Verizon, and Sprint wireless networks. The mobile platform enables greater agility, flexibility, and control throughout the enterprise. Other benefits included:

  • Service call close rate increased and time-to-close decreased
  • Better information for real-time decisions
  • Future-proof technology without re-tooling
  • Productive front-line employees reducing operating expenses

Related Resources

  • Pega Mobility makes it easy for business professionals and developers to build engaging apps using an agile approach.

  • Safelite AutoGlass: Seamless service for 4 million customers a year.

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  • Industry Group: Industrie et high-tech
  • Groupe de produits: Service client
  • Groupe de produits: Services sur site
  • Défi: Service client
  • Défi: Excellence opérationnelle
  • Défi: Optimisation de la main-d'œuvre