Xerox

“With Zendesk we’ve streamlined the task of keeping up with our support workload”

Lucille R, eSolutions Manager
Global Delivery Center, Xerox Corporation
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Xerox Corporation is a $22 billion global leader in business process and document management provides leading-edge document technology, services, software and supplies for graphic communication and office printing environment.

Challenges:

“Our advisors often need help from employees at our Xerox office when giving a new user access to the catalog, adding or depleting inventory of a document. When our advisors were submitting these requests via email, we couldn’t mark tickets pending or close them out. As a result, there was a real danger of issues falling through the cracks”

• An inefficient process through email
• Lack of transparency around ticket status
• Questions fell through the cracks
• Looking for an effective internal ticket management system.

Solution:

“I can quickly sort all open and pending tickets so that nothing ever slips through the cracks. We can easily see all open conversations and monitor how well we’re delivering on our SLAs”

By centralizing support in an intelligent online solution, Xerox has eliminated the problem of email clutter and confusion. Requests are no longer buried in email strings and Xerox realized the following gains using Zendesk:

• Transparency and complete audit trail, including the ability to monitor their adherence to SLAs
• Cost-savings through expanding use of Zendesk internally
• Faster request fulfillment for new Document Services clients