Xerox, distributed throughout sub-Saharan Africa by Bytes Document Solutions, has been named the first document management company to receive certification from JD Power and Associates for excellence in customer service and support, and for providing "an outstanding customer service experience".
Xerox was honoured for delivering quality technical support for its portfolio of network printers, multifunction devices and digital copiers for offices and high-end production printing environments.
JD Power and Associates evaluated the breadth of the company`s on-site, phone and online customer service. In addition, auditors conducted several comprehensive visits to Xerox`s call centres and surveyed hundreds of customers.
"Document management needs in education are often different from those of a business, making service and support a key consideration when selecting the right vendor," says Bill McGuire, associate superintendent: administrative services, for the Clovis Unified School District in Fresno, California. "We first chose Xerox based on their understanding of our district`s needs, and now, several years later, the commitment to outstanding service and support is at an even higher level."
Each month Xerox service and support operations provide answers to nearly 500 000 call centre inquiries and respond to about 200 000 online requests in the US alone. JD Power and Associates awarded Xerox the Certified Technology Service and Support certification in three categories: field service (on-site), assisted telephone support (on-call) and non-assisted support (online).
"We recognise that most customers list service among their top three considerations when making a purchasing decision," says Keith Weaver, technical services manager at Bytes Document Solutions. "This certification award is just one of many steps in our journey to provide the best customer service. By having a reputable firm such as JD Power and Associates evaluate our service approach, we can benchmark Xerox against the highest industry standards and identify additional ways to serve customers better."
JD Power and Associates` certification process was developed jointly with the Service & Support Professionals Association, an industry trade group for technology service and support professionals.
Xerox is a global technology and services organisation that helps businesses deploy smarter document management strategies and find better ways to work. It offers an array of document solutions, services and systems, including colour and black-and-white printers, digital presses, multifunction devices and digital copiers, designed for offices and production-printing environments. It also offers associated supplies, software and support.
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As the authorised Xerox distributor to 24 sub-Saharan countries, Bytes Document Solutions, previously known as Xerox South Africa, is engaged in the marketing and servicing of the complete range of Xerox document equipment, software, solutions and services, and operating through an extensive network of dealers, concessionaires and channel partners. With black economic empowerment partner Kagiso Holdings owning a 27% stake of the business, it is a wholly owned member of the JSE Securities Exchange-listed Bytes Technology Group.
For more information on Bytes Document Solutions and Xerox, visit www.xerox.com/news.
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