Xerox Communication and Business Process Outsourcing ServicesDocument Transcript
Communication and Business
Process Outsourcing Services
Xerox Global Services
Business Process Outsourcing
Accelerate your business by
and information processes
The freedom to grow,
the knowledge to succeed.
The challenge for most organizations is that the design and management of
information-driven processes is not their core expertise. At Xerox Global Services,
it’s what we do best. That’s why partnering with us to improve those processes
Much is said about the digital age, but the truth But the real gains lie in the opportunity to Everything we do is about leveraging the
is that many organizations are still highly fundamentally redesign your processes to information that drives your organization,
reliant on paper. Paper documents are leverage information contained in both digital transforming paper into digital, streamlining
expensive and environmentally unfriendly to and paper documents—whether they are and accelerating processes and managing it
produce, difficult to manage, costly to store and invoices, customer applications and more effectively. It’s our core business. So when
transport, hard to re-use and impossible to correspondence or customer responses to you outsource to us one or more of your
integrate. The information they contain is marketing campaigns. Redesigning your business process areas—such as invoicing,
valuable, but to transform it into a driving force processes around the optimum flow of application processing or customer
for business improvement, you have to convert information can have dramatic effects on the communication—we have the resources and
it from paper to digital. speed and efficiency with which you can know-how to make them more flexible, faster,
achieve your organizational goals. Capturing, substantially more cost-effective and
As soon as you digitize information, the rules
analyzing and leveraging critical consumer and environmentally sustainable.
change and massive opportunities arise to
partner data can enable you to more effectively
make noticeable improvements in efficiency, And it’s not just about process efficiency.
communicate with your customers, enhancing
cost and the environment. Storing, finding, As information experts, we can also help you
their experience with your company and
accessing, distributing, managing and re-using improve the quality of your content for clearer
building brand loyalty.
information becomes easier and less wasteful. communications targeted at the right audience
using the most appropriate communication
methods and channels.
With more efficient, flexible processes and
more relevant and powerful communications,
you’ll be able to support the growth underlying
your organization’s success.
Whatever the industry… We can organize and centralize your product • usiness process re-engineering and
knowledge, and manage every aspect of your outsourcing—we digitize and streamline
For years, our services have been freeing large
product documentation, including design, any document-centric process from
enterprises from the costs and constraints of
authoring, localization, production and customer-facing to back-office and
managing non-core business functions, helping
distribution. The results are more informed take responsibility for managing this
them focus more fully on activities that give
sales and service people, a better customer moving forward.
them a competitive edge. Whatever your
experience and cost savings that often
industry challenges—focusing on customer • ocalization and translation—we ensure
retention or on cross-selling services— that your documents work everywhere.
we’ll take care of the information- and And we can streamline your key back-office
• ocument supply-chain management—we
communication-centric processes that functions, such as accounts payable,
handle all aspects of your document supply
enable you to achieve your strategic goals. travel and expense reporting, HR records
chain as an outsourced service.
management and end-to-end document
Faced with critical document supply-chain management. …we deliver
And complex business Everything Xerox Global Services delivers is
Every service in our portfolio has been
requirements… tailored to the precise business needs of our
specifically created to eliminate the waste individual clients. But although every client is
and inefficiency that make traditional Our services encompass all aspects of different, one thing always stays the same:
paper-based processes both commercially content creation, transaction processing everything we do is supported by Service
and environmentally unsustainable. and management. Level Agreements, proven methodologies and
We can optimize all of your customer account • ata analytics, communication engineering
D globally consistent processes, all delivered by
processes, including new customer application and document design—understanding your best-in-class capabilities.
processing, mortgage processing, customer target audience, we specify the appropriate
lifecycle information management and content, design, format and channels for any
correspondence, reducing the time it takes to form of customer communication.
open an account or process an application by
up to 50%.
Sharpen your competitive edge
through superior customer service
and faster responses.
You are judged each time you interact with a customer. So whether you’re a
small, medium, large or global organization, it’s absolutely essential to get it right.
How much does it cost you to acquire customers? Once you’ve made that investment,
can you keep them? Can you gain a larger share of their wallet?
A key to pleasing customers is timely, relevant, Enterprise Marketing
accurate communications. Independent
Create powerful, personalized marketing Case Study
research conducted in 2008 for Xerox found
communications, based on the profiles,
that 90% of those surveyed believe they can Transforming customer service at
known preferences and behaviors
grow sales and improve customer loyalty with Co-operative Financial Services (CFS)
of your customers.
more targeted messaging and communication.
• Capitalize on valuable cross-selling CFS was receiving over 10,000 pieces of
One of the biggest challenges to effective printed, e-mailed, faxed and handwritten
customer interaction is the integration of customer correspondence per day, but
customer data with communication processes. • Target your customer communications the processes for reading, responding to
If you can’t capture, store, retrieve and leverage more precisely for greater returns.
and filing were wholly manual, resulting
customer information, targeted marketing is • Capture incremental business more easily. in poor quality customer service, which
all but impossible. It’s much harder to create in turn impacted customer satisfaction
efficient workflows where customer-specific Customer Onboarding and and retention.
events (such as the end of a policy term) Application Processing
automatically trigger the appropriate response Working with CFS, Xerox Global Services
Streamline your organization’s business implemented a fully automated
(a renewal reminder).
processes by digitally receiving, reviewing e-mailroom which efficiently processes
Another major challenge is paperwork. This and approving applications in a fully and catalogs all inbound insurance and
is true regardless of your industry. Dealing outsourced service. retail banking correspondence.
with proof of identity, processing account • Speed up account approval processes. Customer service is now more
applications, creating and sending fulfillment proactive. We enabled a same day
packs, managing inbound and outbound • Reduce the time it takes to generate revenue
turnaround of insurance claim
communication—it all adds up to a flood of from new accounts.
settlements in comparison with a
information and documents that can put a • Give your call center and customer service previous resolution time of seven days.
real strain on your organization. staff instant access to the documents they Key customer documents are no longer
need to manage customer inquiries. mislaid and significant operational cost
How Xerox can help
savings resulted from a reduction in
We’ll help you use digitized document Customer Servicing the number of calls to the service desk
processes to reduce the cost and complexity of D
igitize, index and store all your customer and fewer employees actively handling
customer-related, document-driven processes. documentation for easy processing, correspondence.
We’ll open up access to your customer management and retrieval through the
data and help you use it to engineer more “We’ve moved rapidly from working on a
entire customer lifecycle.
automated processes and more targeted ‘best endeavors’ basis to delivering a
• Integrate all customer communications, market-leading service—and we
communications. All types of transactions
regardless of media, in a single digital regularly exceed our own targets.”
and customer interaction become faster and
repository or CRM system.
more manageable. You’ll be able to service Dick Parkhouse
your customers more promptly and efficiently, • Manage the entire customer file Managing Director, Retail
enhance your reputation, reduce costs electronically from the moment the Co-operative Financial Services
and respond to emerging opportunities account is opened to the day it closes.
• Respond to inquiries and resolve disputes
faster and more accurately.
Shorten your time to market with
more efficient product information
Business is tough for organizations faced with the globalization of operations
and markets. Supply and distribution chains are growing in complexity, staff are more
distributed and your success depends on being more innovative, more efficient and
faster to market than the ever-growing competition.
Don’t underestimate either the extent to which Product Documentation
product knowledge and documentation can
slow down and inflate the cost of getting your
Enable faster time to market for your products Case Study
through streamlined documentation processes.
products and services to market or the effect We turned a document challenge into a
that poor documentation can have on service • Efficient design, content creation and competitive advantage for a leading
delivery and on customer satisfaction with your digital storage services enable clear product global technology manufacturer.
products and services. documentation and content re-use.
In its ongoing challenge to reduce costs,
Multiple authors (technical writers, product • Support global and local requirements the firm decided to work with us to
development engineers, marketing, sales) with multilingual service, sales and review how it managed documentation
and multiple users (customer service, help marketing materials. development of its 200 user guides
desk, suppliers, OEMs and customers) make it published in 26 languages.
• Enable multi-channel publishing of
even more difficult to get it right. Standalone
information from a single source. Our first task was to assess current
document production systems, siloed content
product documentation processes,
and the use of multiple agencies can all Product Training
including content development and
fragment the product documentation lifecycle,
Ensure successful product launches by print production. We developed a
adding complexity, cost and time.
delivering relevant information at the point single-source print, authoring and
And that’s before you consider the content. of need. translation process, which has delivered
Are its structure, language, tone, layout and guaranteed savings of over 10% on
• eploy content that exactly matches the
localization consistent and capable of print production in year one and
latest configuration of your product.
best representing you, your products and savings of approximately 25% in
your brand? • eliver up-to-date product training
D authoring and translation costs.
information in language and format to
How Xerox can help meet your audience’s needs. “…we chose a strategic partner whose
upgradeable solutions suited our current
We can offer you better quality documents,
Service and Repair Manuals requirements… Xerox, as a globally
with shorter production times, at lower unit
ower service response times and call center operating services provider, will be
cost. We’ll help you engineer the way your
volumes through streamlined delivery of able to meet future challenges of
information is presented, actually reducing the
information. editorial and printing work for our
number of documents you need and increasing
their relevance. We’ll implement a seamless • Improve repair rates through clear and
workflow across all your product information concise manuals with up-to-date materials. Senior Director Marketing
processes, cutting the hassles, costs and brand Fujitsu Technology Solutions
risks of working with multiple agencies and • Eliminate redundancy and high inventory
complex supply chains. costs through print-on-demand and
From just-in-time document production to
translation and localization services, you’ll • Provide consistent accurate information in
see savings and simplification. Above all, multiple languages and formats.
you’ll get your products to market faster and Technical Service Bulletins
more easily, knowing that the associated
documentation will enhance your salespeople’s Enable immediate delivery of vital information
effectiveness, your service people’s efficiency to your dispersed workforce.
and customers’ satisfaction. • Provide timely deployment of key
information to all your channels
• Ensure compliance with regulatory
Eliminate the siloed costs within your
The cost of administrative and financial functions in your back-office—HR,
accounts payable, facilities, legal, purchasing—can be overlooked. Organizations
generally do not measure the costs of the manual, paper-based processes that these
functions typically rely on—even in the most efficient organizations.
Depending on the size of your organization, Invoice, Travel and
siloed back-office processes can cost millions Expense Processing
every year. Misfiled documents make it difficult
to expedite and resolve customer disputes. A digital workflow and fully indexed We helped the UK Department for
Manual matching of orders, invoices and document repository allow immediate Work and Pensions meet stringent
delivery notes delays the payment process. cross-referencing of account documents efficiency targets.
Incomplete management of information with your transaction data.
Like all government departments, the
leads to inappropriate inventory levels and a • atch invoices to POs and delivery
M UK’s Department for Work and Pensions
failure to exploit volume discounts. And audits receipts electronically. (DWP) faces increasingly vigilant
are inevitably difficult and expensive, making
• treamline back-office operations and
S reviews of its services and spending.
compliance even harder in today’s increasingly
improve day sales and payables outstanding. As the country’s largest national
regulated business environment.
government department, it was suffering
This is compounded by a lack of centralization. Document Supply major inefficiencies from fragmented
Departments doing their own thing, engaging Chain Management document-related services across more
multiple suppliers for document production than 1,000 offices.
A fully outsourced service that manages and
add to the cost and inefficiency.
improves your entire document supply chain. Xerox was tasked with providing
How Xerox can help • Improve efficiency with a single point of an integrated service management
contact for all document, design, creation, infrastructure for all the DWP’s core print
Xerox Global Services automates your
production, finishing and distribution. and related requirements. We created
administrative and financial processes by
iON, an association of leading suppliers,
digitizing, indexing, categorizing, sorting, • Realize significant improvements in
and set up a dedicated contact center
routing and streamlining the flow of document quality, security and compliance.
and central warehouse from which all
documents, and integrating them with
your existing ERP system. Employee Onboarding document-related components can
and Communications be ordered and shipped. For the first
With more efficient back-office processes, time, all business print and marketing
your staff can spend less time searching for Reduce process cycle time and the cost materials, stationery and reprographics
documents and more time improving service of managing documents throughout the are available to DWP staff through a
and profitability. By transforming your back- employee lifecycle. single point of contact and via the
office documents and giving your staff easy, government’s e-procurement exchange.
• igitally capture and manage in-
Web-based access to all the information they The contract will deliver substantial
and out-bound HR documents.
need to accelerate their workflows and reduce overall savings to the DWP.
errors, we deliver real savings and increased • Secure, compliant, confidential
efficiency for a leaner, more agile business. processing and routing of HR documents “Xerox will help us to deliver better
through an efficient, centralized records products, better services and be part
By choosing us to help you manage your most of a major transformation of the way
complex litigation and regulatory matters, we do business with our customers.”
we provide you with expertise you can rely Litigation Services
on, a scalable and secure platform and a
Mitigate complex discovery and litigation risks Commercial Director,
with established processes and protocols. Department for Work and Pensions
• Xerox’s technology is configurable to meet
your litigation needs.
• Utilize a defensible process throughout the
Delivering excellence in every corner
of the world.
Businesses around the world rely on us every day to engineer, create, process and
manage documents on their behalf, delivering excellence in every corner of the world.
By working with us, you can redeploy your internal resources and focus more clearly on
achieving your strategic business goals.
The facts to back it up You can have it all
• More than 15,000 professionals work in our Our services raise the bar on what you can “Xerox has developed a strong global
services group, with 90% of them dedicated expect from an outsourcing partner: delivery capability. Xerox has deployed
to front-line delivery. document management centers in
• Efficient, central processing and local
Europe, the US, and Asia... [and has]
• e have more than 30 Service Delivery
W support with a personal touch.
complete offerings for invoice
Centers around the globe, with local “spoke”
• Security, quality and speed. processing, expense management
operations extending to customer facilities.
• Consistency and flexibility. and account opening.”
• e offer consistent, global Service Level
Agreements across a fully integrated • Higher quality and shrinking costs. “Market Overview: Document
onshore and offshore delivery capability. Processing Services,” Forrester
Passionate about excellence
• All of our primary locations are compliant Research, Inc., April 2008.
At Xerox Global Services, we are passionate
with ISO9001, ISO27001 and SAS70
about delivery excellence. Time and again we
exceed our customers’ expectations with a
• We process more than 15 million business- smooth, risk-free transition and transformation
critical images every week and our of their document-driven operations. Find
translation services support more than out how we can do the same for you. Contact
50 languages. your Xerox Representative or visit us at
• e use Lean Six Sigma-based
methodologies to reduce costs, process
variability and waste.
• Year-in and year-out, we commit a significant
percentage of revenue to research and
development on your behalf.
Service Delivery Locations