Case Study: Xerox achieves reduced customer downtime and faster service-call resolution with Pegasystems' digital service log

Digital service log cuts Xerox customer downtime

Xerox faced slow, error-prone field service because technicians recorded visit details in physical log books that call center staff couldn’t access, preventing proactive troubleshooting and contributing to return visits, longer fixes, and missed first-time-fix targets—engineers sometimes took up to 40 minutes to close a call.

By extending its Pega Mobility field service app with a digital service log, Xerox gave 5,500 field techs and call center agents real-time access to multimedia service histories via a web portal. The solution lets technicians review past logs onsite, capture video/audio/images and equipment-specific answers, enables remote solves or parts anticipation before visits, and cut call-close time to under two minutes while improving consistency and reducing customer downtime.

Xerox

Richard Glover

Director CSO UK & VP Global Continuous Field Operations