Case Study: Xerox streamlines support workflow with Zendesk Guide

Xerox uses triggers and groups to support their workflow

Xerox, the $22 billion global leader in business process and document management, needed a better way to handle support requests from its on-site Document Advisors. Requests were being sent by email, which made it hard to track tickets, mark them pending or closed, and keep issues from being overlooked.

Xerox chose Zendesk Support after seeing it used successfully by one of its own vendors. With Zendesk Support, the company centralized requests in a web browser, used triggers and groups to route tickets, and created a complete audit trail. Xerox also moved support for its internal catalog to Zendesk Support, reducing support costs and handling 20 to 30 tickets per day without adding headcount.

Xerox

Lucille R.

eSolutions Manager, NA Global Delivery Center