1. Xerox® Support Assistant App Because Time Matters
Welcome and introductions.

2. Evolving Trends and Customer Dynamics
Online consumer experiences have changed our expectations when it comes to accessing information. Customers expect content, feedback and updates to be instantly available.
As you well know, everything these days is online and available in an instant. Banking, shopping, booking, bill payments, access to information and services of all kinds—Web technology has changed our lives.
Now think about the last time an office printer was down and the process you went through to get information about its service call status.
From a client perspective: Most service calls are placed over the phone.
From a device perspective: Some alerts have been automated, but much more progress is needed.
From a channel perspective: Every reseller approaches this differently; there is lots of variability.
The service call status update process has not kept pace with the transformation we have all experienced as online consumers...
May 9, 2019

3. Fix It Faster
Because time matters, Xerox® Service Support offers an ecosystem of options with one common goal…
On-Board
Online
On the Phone
On Site
On-screen prompts
Auto supplies
Auto meter reads
Support and supplies 24/7
Technical answers
Latest updates
Specialized tech support
Sophisticated diagnostics
Supplies ordering
Benchmark service
Specialized engineers
Parts at hand
Until now. Fortunately, a transformation is underway in the world of service and Xerox is ahead of the curve. Xerox Service offers an ecosystem of options with one common goal—fixing it quicker—because your time matters.
We do this using the medium that best fits the way you work.
Online: Where will you go to find out “how to…”? Online… right. We know you expect quick interactions where you get the answer you are after in no time. This is what you’ll experience at Xerox.com. In addition, when dealing with your supplies, you can do everything you could do by talking to an agent…and so much more with a secure login to the Consumable Ordering Tool (COT).
On-board: with intelligent printers that display what is going on, so intuitively that any user can click and fix it by following the instruction on the panel. And in this connected world, the device will inform “mothership” Xerox of the correct supplies you need, no more, no less. It all starts on-board.
On the phone: when you call Xerox. By simply entering the machine serial number, all of your data is made available to the agent who takes the call. And we have one aim—to support you with everything you need for your product. That’s why we have expert technical support assigned per product group—to take you step by step if you wish to solve the issue over the phone. In fact, many of our customers do just that, getting 50% of their problems resolved in an average of about eight minutes.
On Site: It’s all an ecosystem…devices that tell us what’s wrong, you getting in touch enabling troubleshooting, so by the time we visit you we know what parts to take, what to do to fix it, and remember…no one knows more about Xerox engines than our expert engineer “geeks”. Nowadays, leading-edge technology allows us to do wonderful things, such as remotely accessing and fixing your device (with your permission). You don’t even need to be there!
We’ve got it covered. With the New World of Xerox Service, you can spend more time on what you do best and less time on what drives you crazy.
May 9, 2019

4. Xerox® Support Assistant
See the status of supply and service requests on Xerox® ConnectKey® Technology-enabled devices yourself without calling a help desk.
The “on-board” approach we just talked about builds on our MPS tool suite to provide more relevant and timely service-related information for common supply scenarios (open order, monitoring, shipped and whether or not a service technician has been dispatched) right at the point of need.
This service call status information is available via Xerox Support Assistant right on any ConnectKey Technology-enabled device.
May 9, 2019

5. Xerox® Support Assistant provides valuable information when and where users need it.
At the touch of a button, you can find out:
Is there an open service request?
What is the status of my service request?
More detailed information about service calls
Is there an open supplies request?
Have supplies been shipped yet?
Xerox Support Assistant provides valuable information when and where you need it, so you can get answers to some of your most common supply-related questions.
For example, when toner levels start to get low, the Support Assistant lets users know that levels are being monitored and that toner will be automatically ordered when the time is right. Support Assistant can also let users see when toner has been ordered and is on its way.
If a service technician is required, the Support Assistant provides a message to let the user know if the issue has already been called in.
As you can see, all the communications provided through the Support Assistant work together to enhance your experience by reducing frustration as well as significantly reducing issue resolution calls, putting valuable time back in ALL our days.
Are there any questions I can answer before we wrap up today?
May 9, 2019