Xerox

Xerox

“The technicians in the field, they’re the ones that have the knowledge and experience -- and we’re simply using the BlackBerry to capture that knowledge, and move it into our frontend knowledgebase in an effort to increase its effectiveness.” - Gregg Bullen, program manager, Xerox Corporation

Case study :

Organization The world’s leading document management technology and services enterprise. Challenge Upgrade legacy mainframe CRM and wireless field service systems to empower front-line employees to have a hassle-free and more productive workday, automate and improve service delivery and enhance company knowledgebase. Solution Deploy a state of the art mobile field service solution to further differentiate company in a competitive market.

results Increased productivity and more consistent delivery against customer Service Level Agreements (SLA) across all regions and the creation of a cohesive, centralized IT strategy to simplify, control and future-proof the enterprise mobility infrastructure for long-term ROI. Products and Services Antenna Mobility Platform, AMP Management Center and AMP Service mobile app on RIM BlackBerry smartphones.

intrOduCtiOn

The Xerox Services division of Xerox Corporation is relentless when it comes to customer satisfaction. The company leverages technology to drive innovation to achieve market leadership. Its goal is to deliver quality and excellence across the board and it seeks out the best technology to build flexible solutions with an attractive ROI. Xerox is no stranger to wireless technology in its field service organization. It’s been using it for years to help its Customer Service Engineers (CSEs) manage service calls more effectively. With mobile and wireless technology evolving at rapid-fire pace and a mobile-savvy young workforce knocking at the door, Xerox realized it had to think bigger than a one-off point solution for mobility. So when the project began to replace and upgrade its legacy mainframe CRM...