Xerox Service Experience the CareAR way

The differentiated service experience the way customers want it to be and the way employees need it to be: easier communication, faster resolution, less time waiting.

Driving Service Outcomes for Xerox Customers

Propel customer satisfaction with improved uptime, issues resolved remotely, enhanced safety, and a partner who cares about the environment.

TSIA start award logo

Xerox Makes TSIA Star Award Finalist

Xerox’s use of our AI-powered augmented reality platform plays a big role in this selection, and we’re so proud of our teams’ dedication to excellence.

fewer site visits

%

increased remote solve

%

Overall global adoption

minutes or less training time

Kg GHG emissions avoided

*Data from Jan. 2022 through Dec. 2022

John Perry
John Perry

“Xerox has a long history of innovation and helping our customers to achieve their goals and improve their productivity with new technologies. CareAR has been in use at Xerox since early 2021 essentially providing a breakthrough in the remote support process resulting in faster resolution, shorter service events and deflected site visits. In a year and a half, 21,000 site visits were resolved by our experienced remote support agents using CareAR and the resulting CO2 emissions (412,000 kg) saved. CareAR has not only improved our customer service experience but also has given world class augmented reality tools to our service community to improve their effectiveness and satisfaction, as well as helping us meet Xerox productivity and profit goals.”

John Perry,
Vice President Global Delivery Transformation and Technology, Xerox

Xerox Service Delivery Imperatives

 
Xerox customer troubleshooting printer with CareAR Assist
Resolve Issues Remotely CareAR
Reduce cost with CareAR
Reduce attrition and skills gaps CareAR
happy Xerox customer
Xerox and ESG
Improve uptime for customers
Xerox customers need their printing equipment always on to meet their own customers’ needs and to avoid loss of revenue.
Resolve issues remotely or on first visit
Allows an agent or technician to make a remote diagnosis of the right part or even solve without an on-site visit. Significant improvement in remote solve rates eliminating on-site service events. Reduced on-site service time.
Reduce cost of service
Service organizations today need new ways to enhance their remote work and support capabilities while still being productive, timely and safe. Service delays create higher costs due to excess downtime, dispatches and repeat visits.
Reduce attrition and skills gaps
Faster onboarding and mastery for new-to-product or new-to-position technicians. Easier to communicate without technical vocabulary and/or guessing. Being able to show the issue with AR guidance provides clarity and focus without having to be an expert on the product.
Improve customer satisfaction
Service delays create frustration where service teams are challenged with attrition and skills gap, or when technicians try to assess, diagnose, and resolve incidents with audio only communication.
Reduce CO2 emissions
Xerox and its customers have goals to reduce CO2 emissions. Using CareAR to remote-solve reduces site visits and travel.

Improve Uptime for Customers

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Improve Uptime for Customers

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.

Improve Uptime for Customers

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.

Improve Uptime for Customers

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.

Improve Uptime for Customers

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.

Improve Uptime for Customers

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.

Improve Uptime for Customers

Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.

Enhancing the Service Experience Using CareAR® Assist

 
Xerox CareAR customer experience

The customer experience

When CareAR is used as part of the Xerox service experience, customers spend less time waiting for service or on service calls, achieve faster resolution times, improve equipment up-times, and partner with a company who is environmentally conscious.
“It was so helpful to be able to visually show what was going on instead of trying to explain the issue over the phone where the differences in terminology seem to confuse and complicate the experience.”
-Xerox customer

employee experience Xerox

The employee experience

When CareAR is used as part of the Xerox service experience, employees find it easier to communicate with customers, see the issue, and spend less time on service calls. They have more access to knowledge and experts in the company.
“Cuts out a lot of jargon/miscommunication. Being able to highlight through the annotations the different parts in the machine really helps to focus a customer’s view.”
-Xerox employee

Global Service Desk and Field Service

 
Xerox printer customer service with CareAR
CUSTOMER EXPERIENCE

Support Experts assist customers to visually diagnose and solve issues

  • Improves device uptime and availability
  • Solves 8% more calls remotely with CareAR® Assist
  • Faster assessment with Operator collaboration
  • Better prepares Technical Service Representatives (TSR)* for on-site Services
  • Improves TSR availability for challenging calls
  • New-to-product and new-to-position technician improved performance
Xerox printer customer service with CareAR
Xerox printer field service with CareAR and RealWear
FIELD SERVICE

When On-Site is needed, TSRs use CareAR Assist with remote experts for assistance as necessary

  • Faster resolution and shorter service time
  • Higher first call resolutions
  • Improves device uptime and availability
  • More expertise accessible for product support and access to experts geographically distributed

CareAR Drives ESG Results for Xerox

 

Data from January 2022 through December 2022

kg GHG emissions avoided

Deflected Dispatches

%

Increased Remote Solve

Assumptions: 29 mile average trip. Average van up to 3.5 ton with efficiency of 269 g/km. Source: Xerox Technical Support Representatives usage in North America

CareAR is Improving the Customer Experience and Customer Support for Xerox

 

When CareAR is used to support TSRs, the solution rate is 24% higher than without on production escalations.

Simple & fast browser-based session for client
Reduction in total call handle time
TSRs get up and running quickly
Easy and intuitive app

%

5 stars

95% of customers gave a 4 or 5 star rating for Xerox support experiences utilizing CareAR Assist

What Xerox customers and employee’s are saying:

5 stars

“Cuts out an office visit that could’ve taken days to happen.”

Xerox customer

5 stars

“I am glad the support at Xerox was able to make the problems I was having disappear with the help of this app.”

Xerox customer

5 stars

“Customer doesn’t need to create an account making it easier for them to accept an invite.” 

Xerox employee

5 stars

“Ability to see the issue quicker at times instead of asking probing questions to diagnose it properly.” 

Xerox employee

What’s Happening with CareAR and Xerox

 
Remote AR support data center

Why Remote AR Support is Best for Customer and Field Service

Remote AR support provides precise visual guidance reducing error rates, enhancing problem solving and providing a more immersive experience.

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