AR-driven support reduces downtime, which, depending on the customer’s size, can translate to thousands or even millions of dollars in savings. But Xerox’s foray into digital isn’t just about using advanced tech to improve customer support. Xerox is using CareAR to transition from a pure products company to a services and solutions company.
In other words, it’s not just about offering new technology; it’s about bringing this new technology to market in a whole new way. Enterprise customers are increasingly searching for ways to access consumption rather than ownership. They want to avoid large CAPEX costs up front, and instead pay for the outcomes they need as they go.
For Xerox, that meant offering a way for customers to right-size their customer service spend to focus on at-the-moment business needs. To meet these customer demands for flexibility, Xerox launched CareAR as a subscription service.
When they order Xerox products, many customers don’t know how much customer service they are actually going to use. A CareAR subscription provides an enterprise with a means to get an appropriate level of service and adjust it over time as their organization’s needs change. For Xerox, the CareAR subscription offering is an opportunity to build a strong relationship with their customers.
Subscriptions require multiple touchpoints as customers make payments, add or remove services, and learn about new features. These human interactions help Xerox add value for the customer. From the moment a customer signs up and throughout the customer’s life cycle, Xerox wants to deliver a seamless, smooth experience. For example, CareAR customers don’t have to spend weeks setting up new invoicing processes every time they want to scale up — changes can be made quickly online.
Xerox offers different subscription options for CareAR like variable minutes of CareAR use or a set number of CareAR minutes per user. CareAR subscriptions are all about ease of access and outcomes, not heavy product ownership with heavy processes.
“We give our customers the flexibility to make changes to their subscription, which then of course keeps us focused on what we do for them and how to improve in our key value proposition, which is enabling AI-driven service management,” explains Samantha Wilmot, Vice President and General Manager of CareAR, a Xerox Company.