Xerox: Delivering World Class Customer Service

The goal of Xerox’s CRM project was to simplify and streamline the 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 systemdown situations.

To date, Xerox has deployed Pega Mobility to 5,500 CSEs nationwide on three generations of smartphones across the AT&T, Verizon and Sprint wireless networks.

According to Bullen, the IT stakeholders in Xerox’s Information Management (XIM) and Enterprise Service and Support teams understand the difference between simply mobilizing tasks versus having a platform for greater strategic leverage. As the group responsible for managing wireless technologies throughout Xerox, it appreciates the role a mobile platform plays in enabling greater agility, flexibility and control throughout the enterprise.