For companies whose products are the lifeblood of business today, it's no longer enough to say you have the best copier, fax machine or printer on the market. You have to offer the best service as well. Customers not only expect it, they demand it.
Meeting this demand was what Xerox had in mind when it set out to raise the performance bar for equipment servicing in Canada, and why it turned to Progistix to help make that happen. The result is a Critical Parts Network (CPN) capable of super-fast turnaround times - including 30-minutes, a first in the Canadian market.
For Xerox, having the same service standard from coast-to-coast was a top priority - an objective that has been achieved thanks to our advanced CPN.
Today, when a technician relays a client account number to the Xerox call center, master data for that customer is called up, including the postal code. Based on the code's first three digits, the system determines whether delivery time will be 30, 60 or 90 minutes. If a customer is beyond the 30-60-90 range and a part is urgently needed, Progistix will put it on the next flight out or drive it directly to the destination.
Next day delivery is another option available to technicians for parts that aren't critical. In addition to quick turnarounds, the odds of the right part being available are very high. Each of Progistix coast-to-coast CPN facilities has between four and five thousand different Xerox parts on-hand.
Service for Progistix CPN clients is world class, a reality that's backed-up by ongoing performance monitoring and reporting. Every day, we input all receipt times into the Progistix SAP system, which generates a fulfillment rate on delivery performance. Out of the 400+ daily parts deliveries we make for our clients, we consistently exceed their performance targets and expectations.
