PegaWORLD 2014 Presentation: Deluxe Field Service Mobility - The Xerox Way

GREGG BULLEN, PROGRAM MANAGER, SYSTEMS STRATEGY & TECHNOLOGY, XEROX

Xerox, the world’s leading document management technology and services enterprise, wanted to better empower its front-line employees. By leveraging mobility technology from Pega, Xerox was able to enable more than 5,000 Customer Service Engineers (CSEs) to dispatch and close service calls, locate parts, research machine history, and update status calls all from a mobile application. The Maintenance Assist function of the app has revolutionized the way CSEs work, leveraging push technology that automatically sends diagnostic log data from the company’s newest multifunction printing systems right to the CSE’s smartphone. Most importantly, because Pega’s mobility platform handles all of Xerox’s data transactions, the application can effectively communicate with multiple backends, and optimizes performance through offline synchronization and store-and-forward queuing, which ensures that no information is lost – even if a CSE loses connectivity on the job site.

In this session you will learn:

  • How Xerox’s mobile field service project has transformed their day-to-day business
  • Why empowering front-line employees will increase productivity, while automating/improving service delivery
  • How transaction and application management through Pega’s platform offers end-to-end mobility for Xerox