Case Study: Xerox achieves world-class mobile customer service and faster field service with Pegasystems' Pega Mobility platform

Xerox Delivering World Class Customer Service

Xerox set out to simplify and streamline workflows for field employees—service technicians, managers, account associates and professional services—so they could deliver highly automated, consistent service and improve customer satisfaction during critical system‑down situations. Facing rapidly evolving mobile and wireless technology, Xerox needed a scalable mobility platform rather than a one‑off solution to support future devices and innovations.

Xerox implemented the Pega Mobility platform, enabling customer service engineers to dispatch and close calls, locate parts, research machine history and update status; an early‑adopter rollout drove rapid national adoption. Deployed to 5,500 CSEs across AT&T, Verizon and Sprint, the platform increased service‑call close rates, reduced time‑to‑close, improved real‑time decision making, future‑proofed the infrastructure, and helped lower operating expenses.

Xerox

Gregg Bullen

Program Manager