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Microsoft is the worldwide leader in software, services and solutions that help people and businesses realize their full potential. The company considers employees to be its number one asset. Through an annual employee satisfaction survey, Microsoft discovered that employees were not satisfied with the printing capabilities and services available within the corporation.
Microsoft's challenges included the need to:
- extend headquarters-level printer management services and capabilities to Field Operations
- gain greater control over print output and support spending
- increase service levels and responsiveness.
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Before developing a solution, Xerox performed an Office Document Assessment – a multi-phase evaluation of Microsoft's entire document workflow based on Lean Six Sigma methodologies. Working with Microsoft, Xerox designed and implemented a customized solution to:
- establish support processes for all network printers and multifunction printers worldwide, regardless of vendor
- develop and staff print Help Desk support, including integration with the corporate IT help desk
- monitor network printers and MFPs proactively using Xerox Device Manager software
- improve print procurement processes and controls.
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The Xerox solution produced a number of significant benefits for Microsoft:
- improved employee satisfaction with printer management services
- improved device uptime to over 99.0%, cutting Help Desk costs
- reduced response time to customer-generated tickets to within 1 hour
- established greater control and accountability for print and support services
- optimized user-to-device ratio for black-and-white and color printing.
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