Posted by Paul Ackermann
on 31 January 2018
The "copier" industry is about "commoditization", it's the "we can do that too" syndrome and when it gets overwhelming, buyers tend to focus on price. Price is always important, but Xerox continues to deliver the best value and I wanted to highlight one of the ways we do that today. Here's an example of what we see every day.
Xerox does this...competition says: we can do that...reality is, well, not quite the same.
Xerox does that...competition says: we can do that...facts are, yeah, but maybe not as well...
So, here's a place where I see Xerox really standing apart from everybody else - the support team. When it comes to getting your office technology back up and running, response time is nice...but resolution time is key! How quickly can your device be brought back on line and doing the things that you need it to do is what really matters. That's what drives Xerox support.
Exceeding customer expectations with Xerox service team
My goal, in all that I do, is to get technology to be your friend.
On some days, that's easier than others. There are considerably more variables in today's world, as compared to 20, 10...even just 5 years ago. Making sure that your Xerox device works well for you is my #1 goal!
The good news is I have the backing of the team of a Fortune 500 company Xerox! It's the ace up my sleeve that makes my life a lot easier. Here are some of the steps they've taken to deliver better service to our customers:
Additional training for first level support (the first people that a customer talks to when there's an issue with their Xerox office technology) now helps get people up and running in minutes as opposed to hours waiting for a tech. This service is available 24/7/365!;
In field support, provided directly by Xerox trained employees, using Xerox OEM parts and consumables, ensuring the highest quality output and the highest levels of reliability. Most of this support is delivered during regular business hours because that's when most of our clients are working, but after hours service is available as well;
Extensive online support through forums, documentation and even FAQ sections (under support) to help customers troubleshoot questions and get the most out of their Xerox device. This online service is also available 24/7/365 and is a level of support that I don't find readily available from our competition;
Finally, and this is one of my favourite ones remote support. Xerox has a team of specialists, knowledgeable in the inner workings of your device and how it's supposed to function. They provide network level support on integrating your Xerox to your network to ensure that you get the most of your technology investment with Xerox. I could say so much more, but the video really says it all!
Watch this video:
Author: Paul Ackermann
About: With many years of experience either directly in, or working with professionals and organizations from all walks of life, I bring a unique perspective to each and every business challenge. Technology continually changes - let's work together and let me help you make the most of your office technology. Copy, print, fax and scan - no problem! Workflow solutions, scanning software and document storage are just some of the more exciting things that we can do.
Let me know if you need any help.