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Customer: Xerox

Sector: Business process and document management

Requirement: To enhance the customer support process and alleviate resource challenges

Solution: Improved support tracking and fault resolution times, via intelligent business process automation


Supporting the Xerox support team

Xerox is the world’s biggest name in document services. With a multi-billion dollar revenue and tens of thousands of employees across 160 countries, Xerox’s giant operations need a robust customer support infrastructure in place. ThinkAutomation is proud to help.

The challenge

Behind the scenes, Xerox technicians are busy offering support to a huge and diverse client base. Before ThinkAutomation, that meant the allocation of vast portions of time on investigating open tickets and manually updating records.

The existing process was to issue a ticket for a support request, which was then tracked by the support system. A support technician would provide each customer with a course of action to follow (a checklist) for resolution of the problem. The ticket was then left open until the technician could follow up to confirm whether the problem had been resolved.

While the method provided Xerox clients with good customer service, the practice of having technicians follow up on each individual ticket status was resource-intensive. As well as being time-consuming, it also had a significant impact on operating costs. So, Xerox wanted to introduce automation.


The solution

ThinkAutomation allowed Xerox to re-engineer its support processes and alleviate resource challenges. Following a support request, customers are automatically informed that they will receive a follow-up email in 3 days. Those personalised follow-up emails are then auto-issued after the set timeframe. And automatically, ThinkAutomation interrogates each customer reply to recognise whether the ticket can be closed or whether it needs technician attention.

This works using a series of ‘if’ rules. An email reply containing “yes” triggers ThinkAutomation to write a text file containing a script. This in turn runs a command-line program, opening a telnet session to the mainframe where ticketing information is stored. The script interrogates the database within the mainframe to identify the specific ticket number, and automatically changes the status of the record to ‘closed’.

A different workflow runs if the issue is not resolved. If a customer has replied to the follow-up email with “no”, ThinkAutomation instead updates the issue record and the agent continues the standard support procedures to resolve the problem.

The results


  • Increased human resource availability, sparing support agents from unnecessary follow-ups
  • Substantial time savings in the support department, with faster ticket processing
  • Reduced operational costs thanks to automated workflows
  • A more efficient customer support process involving fewer administrative tasks
  • Smooth system integration that reduces the effort and potential inaccuracy of manual data entry


The feedback


“The time savings so far in using ThinkAutomation have been considerable and results in more resource availability, so that our agents can process more tickets more quickly. We will shortly roll the solution out to five more support departments. We’re probably just scratching the surface of the potential efficiencies ThinkAutomation can provide an enterprise of our size.”

Rheal Dugas, implementation engineer, Xerox