Xerox Optimizes Field Service Operations with Pega Mobility

“It was taking our engineers sometimes with the old system, up to 40 minutes to close a call, which as you might imagine is pure loss of productivity. With the new application, we're now able to close a service call in under two minutes.” – Richard Glover, Director CSO UK & VP Global Continuous Field Operations

The Business Issue

Xerox has two simple core values – (1) to succeed through satisfied customers, and (2) deliver quality and innovation in everything they do. On average, Xerox receives 1,000 service calls a day, across Europe, with a goal of 98% first-time-fix. To stay true to their values and meet their stringent service level agreements (SLAs), Xerox needed a state of the art field service application to coordinate, schedule and inform their field service engineers to address complex customer demands.

The Solution

Powered by the Pega Mobility Platform, Xerox has transformed the way they service customers through the Pega Field Service Application. The Pega Field Service Application provides all the tools an engineer would need in the palm of their hands; including inventory, customer data, scheduling details and product information. Due to Pega’s work management capabilities, Xerox has improved workforce productivity by 30%. Its seamless mobility experience has reduced the time to close-out a service call from 40 minutes to 2 minutes, and provides real-time, end of day reporting, saving an additional 20 minutes for each engineer. With the Pega Field Service Application, Xerox keeps field service engineers connected by providing better visibility into service operations thereby enabling them to deliver a superior customer experience.

The Results

  • Over 90% user satisfaction rating
  • Reduced the time to close a call from 40 minutes to 2 minutes
  • 30% improvement in work performance
  • 20 minutes saved during the reporting process