Xerox Corporation offers an array of innovative document solutions, services and systems -- including color 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.

Xerox Canada employs over 4,500 employees nationally and has indirectly created thousands of jobs across Canada, in the printing and document management industry.  Xerox Canada’s head office is located at 5650 Yonge Street in Toronto, Ontario. The company also maintains regional offices across Canada and in major cities such as Vancouver, Calgary, Edmonton and Montreal. 

Background

Xerox Canada has a contact centre in Saint John, New Brunswick that handles customer inquiries and calls for remote technical or on-site service from across North America.

A strategy was developed by Xerox Corp in Rochester to automate the contact centre that received calls for service to Xerox products.  Xerox Canada developed a plan, while the Xerox Corp solution was being developed, to extend the announced capabilities of the corporate system by integrating additional software products into a fully automated call registration system.  The system used information on service representatives availability and geographical location to provide dispatching, automatic paging, parts ordering and a service level monitoring and reporting system.

Requirement

A systems integration and project manager to oversee suppliers, integrators and internal staff to implement the  proposed system.

Project Summary

Project managed the delivery of an automated scheduling software package integrated with a Contact Management System to build a fully automated Call Management and Scheduling System.  The system improved productivity and service levels of field service representatives and as a result enhanced customer service and reduced costs.

Approach

• Arranged demonstrations of component systems to appropriate audiences.
  
• Conducted workshops with suppliers, staff and consultants to develop business requirements, specifications, integrations requirements, development plans, testing plans and implementation requirements.
• Established test lab to ensure components worked in an integrated system.
  
• Monitored development and testing progress.
• Liaised with Xerox Corp development teams.
• Defined and designed user acceptance testing