Case Study: Xerox achieves streamlined, centralized support and reduced costs with Zendesk Support

Xerox streamlines internal workflows to support 140K employees

Xerox Corporation, a $22 billion global leader in document and business process management with 134,000 employees in more than 160 countries, needed a better way for on-site Xerox Document Advisors to submit maintenance and support requests. Advisors were emailing requests, which made it impossible to mark tickets pending or closed and risked issues falling through the cracks.

Xerox implemented Zendesk Support, using triggers and agent groups to route and escalate tickets to the right level 1 and level 2 agents, centralize requests, and create a complete audit trail for SLA monitoring. The solution eliminated email clutter, sped resolution, integrated with the Xerox catalog to automate account requests, reduced support costs, and now handles 20–30 internal tickets per day without increasing headcount.

Xerox

Lucille R.

eSolutions Manager, NA Global Delivery Center