'Xerox has been a pioneer in the after sales service concept for office automation'

Anurag Gupta, Director - Customer Service Operations, Xerox India

Xerox has been the pioneer in launching the “After Sale Service Concept” for office automation in India. Xerox Service Operations in fact have been a benchmark for the industry which evolve with the changing customer requirements to further enhance the overall value proposition. While Xerox continues to ensure best-in-class service, it also keeps raising the bar for itself through continuous innovation, technology prowess and operational excellence. Xerox, in its endeavor to deliver better value to its customers, has a unique EUREKA Knowledge base, which has multiple solutions for the same problem faced by engineers across the globe. This makes the company an undisputed leader in the industry, and having a great number of repeat customers further validates its strong customer service operations.
 
At Xerox, as a part of our constant endeavor to deliver service excellence, we always strive to be ahead of the market and hence ensure we are always equipped with solutions to address the need of evolving services space. Xerox has come up with a platform called “Service Modernization” which connects the customer’s machine to the Xerox server, allowing it to be monitored remotely. This revolutionary innovation brings in a conceptual change in the services space, making service management proactive from reactive.

Up-gradation of technology is one major step to ensure customer satisfaction. Xerox has an innovative system which directly links the customers to the engineers and enables them to address the issues that the customers are facing. Through this system, the engineers get an SMS with all the customer’s details as well as the problem faced within a few minutes of the customer’s call. This system improves the overall machine performance with improved uptime thereby helping the company to build a long-term relationship with the customer.

Additionally, Xerox has rolled out “Remote Diagnostic Tools” to deliver better efficiency to the customers. This tool allows a problem to be resolved from any remote location which further helps customers with faster resolution and uptime.