Each year Xerox listens to the needs of multiple Universities and School districts at an annual conference in California where we host high level University members from around the country which are both current customers and non customers. Xerox also does this on a State level with the Michigan School of Business Officials (MSBO). As a result of these meetings, Xerox has not only has been able to identify areas of opportunity but have created multiple solutions surrounding public sector needs. We have found first hand in correlation with the Gartner studies overall that it is not the technology or the equipment that is the prime motivator of dissatisfaction but the processes that surround them. For example, when surveyed on a national level 41% and on a state level 52% of respondents said it’s not easy to request service on out put device and 35% had issues with billing. Below is a list of the issues and solutions Xerox offers to create the best customer experience included in this proposal for Calvin College. Additionally, we have challenged ourselves by creating Calvin’s Document Strategy and workflow for all document output across Calvin’s campus.
1. How can we ensure a proactive service models to decrease down time, and end user headaches as we change from Copiers to MFDs? How do we increase proactive management and feedback? How do yu measure and ensure end-user satisfaction as our environment changes with new technology?
We have heard multiple times that College’s wish there was a way to put out fires before they start. A way to proactively monitor the end-users experience for both connected and unconnected devices and immediately respond to issues before the customer has to identify them and bring them to the attention of their vendor.
...