Our customers. Problems solved. Results delivered. · Problems solved. Results delivered. Whether on paper or as electronic files, documents are everywhere in your business. ... with

Our customers.Problems solved. Results delivered.



Contents

03 Introduction 05 Banking and Financial Markets

15 Insurance

21 Healthcare

25 Public Sector

33 Automotive

37 Manufacturing

45 High Tech

51 Communications

56 Retail and Consumer Products

61 Services

73 Index

74 About Xerox

IntroductionOur customers. Problems solved. Results delivered.

Whether on paper or as electronic files, documents are everywhere in your business. It’s small wonder that inefficient document management can have a huge impact: not just the monetary and environmental costs to create, print, store and transport documents, but also the time wasted as your people struggle with inefficient document workflows.

Many organisations seeking improvements in their business processes involving documents turn to us. In these pages you’ll see examples of the results we’ve delivered to customers from a wide variety of countries and sectors.

Each of the organisations in this book has turned to us to manage a document process. We focus on improving operational efficiency, managing change and driving innovation. So they don’t have to. Which allows our customers to focus on what they do best: manage their real business.

Xerox’s Global Document Outsourcing division has helped clients tackle issues like these for over 15 years. If you would like to discuss how we can help you, please give us a call.

Shaun Pantling Director and General Manager Global Document Outsourcing Xerox Europe

3

4

Banking and Financial Markets

5

Outsource Services for Cost and Policy ControlBanking Business in Portugal

The Challenge• Rationalise a diverse printing network, spread

over nine floors, which did not meet the needs of the bank’s 900 employees.

• Cut printing costs by introducing printing policies and managing maintenance and supplies more efficiently.

• Comply with the latest environmental and sustainability policies.

The Solution• State-of-the-art print fleet installed.

• Service contract providing an onsite Xerox operations manager to monitor the fleet, handle requests for technical assistance and manage preventative maintenance and supplies.

• Assistance with an internal communications plan and change management processes to involve employees and ensure a successful transition.

The Results• Increased employee satisfaction.

• Significant reduction in support response times.

• Approximately 25% reduction in volume of paper used.

• Total cost control.

• Approximately 27% reduction in greenhouse gas emissions.

• Approximately 33% cut in energy consumption.

• Resources released to focus on core business.

Cost reduction

Environment

End-user productivity

Portugal

Country:

33%Cut in energy used

6

Eliminate Inefficiencies and Save MillionsEuropean Retail Bank

The Challenge• Take control of print and copying activities and

budgets managed by individual departments.

• Optimise the use of devices, especially those being under-utilised.

• Identify and manage overall document production costs, which were hidden in individual budgets.

The Solution• Managed print service covering all equipment,

supplies and services.

• Simple cost-per-page contract with guaranteed service levels.

• Proactive management of device usage to ensure delivery of improvements and cost savings.

The Results• Annual savings of £3.8 million.

• 40% reduction in number of devices.

• Complete cost transparency and management control. Key Customer Benefits:

Country:

UK

Cost reduction

£3.8mSaved annually

7

Achieve Time-Critical Targets and Reduce CostsGlobal Financial Services Organisation

The Challenge• Reduce production print costs (print room

and external print).

• Achieve savings through integration of operations in different divisions.

• Deliver fast print turnaround to meet internal service level agreements for time-critical documents.

• Stop spend leakage to unapproved suppliers.

The Solution• Pay-per-use print service that can scale up

and down.

• Introduction of technology for fast turnaround of long print runs and time-critical documents.

• Campaign to migrate work back from external suppliers to internal print rooms.

• Provision of internal charge-back capability.

• Reporting on usage and spend.

The Results• 7% reduction in average print cost per page.

• 25% reduction in annual outbound print cost per employee.

• 100% of time-critical client pitch documents delivered effectively to the business within the hour, meeting service level agreement.

• Elimination of ad-hoc spend on unapproved suppliers.

Country:

Key Customer Benefits:

Cost reduction

Speed

UK

100%Achievement of one-hour targets

“The Xerox service just works. The service is delivered with minimal management required from us and exceeds the service level agreement requirements of the business.” Vendor Management Lead Global Financial Services Organisation

8

Insurance9

Deliver a High-Quality Service to Thousands of StaffEuropean Financial Services Company

The Challenge• Implement a document service to meet the office

needs of 14,000 employees across 150 sites, producing 120 million pages a year.

• Contract a provider to manage the whole project and resulting service, including selection and installation of equipment and implementation of new processes.

• Reduce print costs while improving quality and internal processes.

The Solution• Managed print service, including onsite

first-level helpdesk.

• Optimisation of fleet to 5,500 devices initially, with ongoing technology updates as requirements change.

• Continuing training for employees and implementation of e-learning.

• Introduction of secure printing.

• Print volume tracking.

• Cost-per-page contract with the cost reducing over time.

The Results• Better service to employees through improved

speed, efficiency, service availability and quality.

• Confidentiality ensured through secure printing.

• Cost reduction of about 30%.Key Customer Benefits:

Cost reduction

Information security and risk


France

Country:

30%Cost savings

10

Healthcare11

Manage Print Globally for Consistent ServiceGlobal Pharmaceutical Company

The Challenge• Reduce $15 million+ global annual expenditure on

office documents.

• Bring consistency to print services and avoid inconveniencing users.

• Enhance print functionality for 10,000 users printing more than 50 million pages per year.

The Solution• Phased rollout of managed print service, including

procurement, device management, helpdesk and break/fix, for more than 70 sites in 19 countries.

• Removal of older and low-end devices.

• Addition of features and functionality, including secure printing.

• Monitoring and reporting on key performance indicators.

The Results• 30% cost saving.

• 4,000 devices reduced to 1,500 and removed from balance sheet.

• End-user disruption minimised through phased rollout.

• Significant improvements in print quality, speed, capacity, uptime and utilisation.


Cost reduction

Global

Country:

30%Cost savings

12

Public Sector13

Deliver Exceptional Print Service, SimplyEuropean Patent Office

The Challenge• Manage paper-based process for patent

applications – 100,000 published every year.

• Ensure printer support for all locations with immediate problem alert and fast resolution.

• Deliver a reliable and operationally simple service for an annual office print requirement of 200 million pages across four countries.

The Solution• Installation of 600 multifunction devices

and 27 high-volume printers for specialist document production.

• Smooth service rollout with no operational interruptions.

• Continuous remote monitoring.

• Fully managed onsite centralised helpdesk providing multinational support.

The Results• Extremely reliable service, meeting availability

targets of over 98% for each device.

• 70% of incidents solved by helpdesk before users are aware they have happened.

• Clear, accurate and detailed monthly management reports.



Country:

Europe

98%Availability for each individual device

“ We now have a state-of-the-art printer infrastructure that provides an extremely reliable service, something that is core to our business.” Pierre Fisher, Administrator Operational Services Printing, Scanning, Fax European Patent Office

14

Optimise for Lower Costs and Re-Focus IT SupportFrench Regional Council

The Challenge• Look for further opportunities to improve

printing infrastructure.

• Meet environmental sustainability commitments.

• Ensure that users find print process easy to use.

• Re-focus IT support on other areas.

The Solution• Rationalisation of devices.

• Introduction of print policy to drive sustainability behaviours.

• Training plans (onsite, web-based and video) to meet local needs.

• Simplification of operational processes.

• Integration of Xerox helpdesk into customer’s helpdesk ticketing procedures.

• Weekly engineer site visit for proactive support.

The Results• User-to-device ratio increased from 4:1 to 12:1.

• Minimum end-user disruption during the project.

• 20% cost savings.

• More environmentally friendly print environment.

• Improved service and end-user experience through standardisation and education.

• Valuable IT resources freed up.

Cost reduction

Environment


France


Country:

20%Cost savings

15

Deliver High-Quality Reprographics Service LocallyRotterdam University

The Challenge• Improve and expand the services of the central

reprographics department.

• Reduce the need for students from five separate campus locations to travel to a central reprographics department.

• Improve the availability of campus printers and copiers, which could be out of action for several hours due to lack of remote monitoring.

The Solution• Opening of two new reprographic service points

to spread workload and improve response time.

• Online access to central reprographics services.

• Introduction of new creative services, including document layout, design and desktop publishing.

• Installation of modern copiers in optimal locations across campus.

• Remote monitoring and management of devices.

The Results• Reduced need for customers to visit the

reprographics centre in person.

• Central reprographics services considerably more efficient and accessible.

• Fleet uptime over 98%.

• 10-15%cost savings with full cost transparency.


Country:

Cost reduction


Netherlands

98%Guaranteed uptime

“ We went with Xerox because we were convinced of the quality. They have the experience and resources that we were looking for and we were impressed by the proposed service levels.” Wim Burghout, Senior Employee of Expert Services, Rotterdam University

16

Print on Demand to Reduce WasteHogeschool Utrecht: Netherlands University

The Challenge• Reduce print and copyright costs by

eliminating over-production of booklets containing course material.

• As a result, remove the need for an onsite, fully-staffed reprographics shop to produce booklets.

The Solution• Replacement of onsite shop with a managed

online print service.

• Direct online purchase of booklets by students, enabling print quantity to match demand.

• Automatic checking of materials with copyright agency to determine fees payable.

• Supply of accurate reports of copyright material usage to the copyright agency.

• Accurate pay-per-copy price to students and delivery to their door.

The Results• Wastage reduced by 20%.

• Lower copyright fees paid.

• Lower print costs.

• Cost of onsite shop removed.

• Easy access for students to current and past booklets, at the same price as before.

• Teacher and staff workload reduced.


Country:

Cost reduction

Environment


Netherlands

“ We’ve saved a lot in terms of people, space, wasted material and pre-investment in unnecessary copyright payments.” Jan Dekker, IT Project Leader, Hogeschool Utrecht

20%Less wastage

17

Streamline Supply Chain for a Better ServiceUK Department for Work and Pensions

The Challenge• Review and revamp document supply chain to

make information clearer and more accessible to over 20 million UK citizens.

• Meet stringent government requirements to improve efficiency and reduce costs.

• Eliminate repetitive processes performed by multiple suppliers in individual department silos.

• Integrate document services across 1,000+ offices.

The Solution• A continually improving service, measured

against advancing targets, with value delivered at every stage.

• Transformation of document services across a fragmented supply chain, integrated by a partnership organised by Xerox.

• Single service management infrastructure for all core print and related requirements.

• Dedicated contact centre and 80,000 square feet warehouse to ensure effective supply chain management and distribution.

The Results• 50,000 office devices rationalised to 10,000 and

device energy use cut in half.

• Warehouse space cut by 12% from 90,500 to 80,000 square feet.

• Wasted print reduced by 66%.

• Average document review cycle shortened by 40% from five months to three.

• Improved quality and effectiveness of communications with citizens.

• 21% overall savings in line with government efficiency review targets.

• All print, stationery and reprographics available to staff through a single point of contact and via government e-procurement exchange.

Cost reduction

Environment

Customer-centricity


Country:

UK

21%Savings to meet government targets

“ Xerox will help us to deliver better products, better services, and be part of a major transformation of the way we do business with our customers.” David Smith, Commercial Director Department for Work and Pensions

18

Automotive19

Create Efficiencies and Sustainability GloballyFiat Group

The Challenge• Drive out costs from global IT infrastructure

by simplifying and standardising global print infrastructure.

• Reduce operational costs by managing print-related processes more effectively.

• Improve productivity and support long-term growth.

• Develop sustainability practices.

The Solution• Global managed print contract, initially in five

countries with more to follow.

• Print fleet consolidation through rollout of multifunctional devices.

• Xerox sustainability calculator used to support environmental goals.

• Regular review of performance.

The Results• Clear understanding of exact spending

and saving.

• 30% estimated cut in operational costs.

• Improved employee productivity: equipment issues identified and fixed before they cause a problem.

• Contribution to expected 50% reduction in energy use.

Cost reduction

Environment


Global


Country:

30%Estimated reduction in operational costs

20

Manufacturing21

Save with a Single Global Enterprise Print ServiceGlobal Chemical Company

*Results provided by the Xerox Sustainability Calculator, based on lifecycle analysis which includes full environmental burdens, through material acquisition, production and operation when calculating environmental impacts.

The Challenge• Implement a consistent managed print/copy/

scan/fax service across some 50 countries to reduce costs and improve control and consistency.

• Use 14 production centres in six countries more effectively.

• Meet sustainability requirements.

The Solution• A worldwide fully managed enterprise print

service with a single global contract.

• Rationalisation of devices.

• New print capabilities including secure print.

• Electronic job submission to production centre.

• 24-hour support globally.

The Results• $21 million projected savings in print costs over

the five-year contract.

• 99.5% device availability.

• 22% improvement in reliability metrics.

• 99.6% satisfaction rating for production centres.

• 43% energy savings on office printing and 1.4 million lbs per year reduction in CO2 emissions (US)*.

Cost reduction

Environment


Global


Country:

$21mProjected savings over five years

22

Regain Control after Growth through AcquisitionInternational Forest Products Company

The Challenge• Drive down cost of printing across Europe

caused by post-acquisition inefficiencies.

• Improve service to European sites in remote areas affected by climate and communication issues.

• Re-focus on core business, leaving print and contract management to a single third-party supplier.

The Solution• Implementation of policy to standardise

and optimise printing environment.

• Printer fleet rationalisation to 4,000 devices, including provision for backup systems, mobile printers and production units.

• Single service level agreement across 14 countries and support in five languages.

• Consolidated and simplified billing system, with highly granular reporting.

The Results• 25% cost savings per year.

• 50% reduction in printer fleet.

• Machine downtime reduced to virtually zero.

• Internal resources free to focus on core business.

• Streamlined business process thanks to better billing and reporting.


Cost reduction


Europe

Country:

25%Cost savings per year

23

Streamline Archiving for Greater ProductivitySiemens Italy

The Challenge• Manage paper-based document archive

more efficiently.

• Create a more effective way of managing around 100,000 invoices per year.

• Rationalise various makes and models of office print equipment, which were expensive to run and difficult to support and maintain.

• Gain awareness of print volumes and associated costs.

The Solution• Digital archiving of over 23,500 documents.

• Xerox manned service points as an interface to the digital archive for ongoing document and invoice management.

• Assessment of office printers and copiers; replacement of inefficient ones with 190 multifunctional devices.

• Fully managed print service supporting new optimised fleet.

The Results• Improved document control, validation and

access, massively boosting productivity.

• Process consistency and leaner, streamlined processes through the service points.

• Savings of over 20% on office printing and copying.

• Peace of mind and assurance of service continuity.

• Reduction in paper waste and energy consumption.


Cost reduction

Environment


Italy

Country:

20%Saved on printing and copying

“ Xerox has acted as a true partner to Siemens, enabling us to take a leap forward with all aspects of our document management.” Federico Caimi, Division Manager, Global Shared Services Siemens Italia

24

Create a Blueprint for Enterprise EfficiencyCarillion

The Challenge• Reduce costs and increase efficiency of

document production.

• Address under and over-use of large mixed population of office equipment.

• Repeat success across acquired businesses.

The Solution• Cohesive, enterprise-wide document

production strategy.

• Online asset tracking system to monitor the population of machines.

• Blueprint for greater efficiency and productivity, that’s ready to apply to new acquisitions.

The Results• Reduction of Carillion fleet from 3,000 printers

and copiers to 800 desktop printers and 450 multifunctional devices – a 60%cut.

• Savings of over £600,000 in first six months.

• Greater control and increased efficiency during subsequent acquisition activity.

• Lower burden of administration and overall costs.

Cost reduction

Flexibility and scalability

UK


Country:

£600kSaved in first six months

“ I can say this with complete confidence: whatever the future holds, I know that Xerox will be able to support us.” Steve Connor, IT Director Carillion plc

25

Be More Efficient, Secure and SustainableQinetiQ

* Results provided by the Xerox Sustainability Calculator, based on lifecycle analysis which includes full environmental burdens, through material acquisition, production and operation when calculating environmental impacts.

The Challenge• Improve staff mobility and productivity

across 80 UK sites.

• Ensure security and confidentiality.

• Improve efficiency by rationalising hundreds of different models of standalone printers and copiers.

• Speed up maintenance and repair.

• Track costs more effectively.

• Support corporate environmental goals.

The Solution• Managed print service and helpdesk covering

scanning, printing and copying.

• Introduction of networked devices to enable mobility and centralised management and analysis.

• Secure printing from any printer through use of radio frequency identification tags.

• Smart scanning using optical character recognition and flagging of sensitive content.

The Results• Productivity gains, with every employee

within ten metres of a black-and-white printer and 30 metres of a colour printer.

• Optimised fleet of 1,000 printers made up of eight device types, all with a standard configuration.

• More responsive maintenance, fault fixing and cost analysis.

• 44% decrease in energy use*.

• 44% decrease in greenhouse gases*.

• 42% decrease in solid waste*.


Environment



UK

Country:

44%Reduction in energy use

“ We now have a standard infrastructure and set of practices in place so that our staff can be assured of a quality service regardless of which of our locations they travel to.” Lewis Doyle, Managing Director, Shared Services QinetiQ

26

High Tech27

Achieve Global Consistency from Contract to BillingGlobal Mobile Phone Manufacturer

The Challenge• Provide global consistency for everything from

contractual terms through delivery to billing.

• Reduce printing costs for 120 million sheets per year.

• Take capital assets off the balance sheet.

• Ensure flexibility to adapt to rapidly changing business environment.

• Enable high-quality, simple printing for all users, including mobile staff.

The Solution• Outsourced printing, scanning and copying

service covering 3,500 networked devices globally through managed print services.

• Redeployment of existing devices where possible, with new devices added as required.

• Remote monitoring for precise decision-making and problem resolution.

The Results• Global consistency for 40,000 staff.

• Print servers eliminated.

• Significantly reduced, simplified costs.

• Service that grows with the company and is aligned with its operational strategy.

• Easier printing for all, with monthly calls to service desk reduced by 40%.


Cost reduction



Global

Country:

40%Reduction in calls to service desk

28

Controlling Output Costs; Delivering GloballyInformation Technology Company

The Challenge• Standardise print capabilities.

• Reduce operational and maintenance costs.

• Centralise control over print budget.

• Support environmental goals.

• Address inconsistent support from multiple vendors.

• Manage assets efficiently.

• Meet the needs of over 40,000 employees.

The Solution• Optimised and rationalised office environments.

• Xerox software and a standardised process for printer management.

• Laser toner cartridge recycling and solid ink devices.

• A scalable, replicable global solution.

The Results• Costs reduced by 30% and savings of over

$7 million per year.

• Improved the employee-to-device ratio by more than 35%.

• 55% decrease in average cost per page.

• Allowed for regional flexibility.

• Centralised cost control.

• Improved regional invoicing processes.

• Over 20 tons of waste avoided.


Cost reduction

Environment


Global

Country:

$7mAnnual cost savings

“ We’re leveraging Xerox’s expertise in managed print services… to deliver value to the business units, cost savings to IT and the ability to reinvest those savings in IT innovation.” Chief Information Officer

29

Innovate for Great Service at Lower CostFrench Software and IT Business

The Challenge• Improve production and delivery of

marketing materials.

• Optimise unit costs and inventory management costs.

• Improve print quality and time to market.

• Create single, automated ordering process.

• Minimise inventory of marketing materials and eliminate write-off costs.

The Solution• Xerox premier partner providing digital print

services, inventory management and fulfilment.

• Introduction of digital print proofing, brand management and online PDF review and download.

• Online ordering catalogue, tailored to four different user populations.

• Integration of order process and print supplier systems.

• Onsite consultant to advise on document development.

The Results• More than 97,000 items shipped and 11,000

downloaded in first year.

• Over 6,000 visits a month by public users.

• 18% print savings.

• 26 metric tons of paper saved through use of electronic rather than paper-based documents.

• 41% inventory and fulfilment savings.

• Stock write-off eliminated.


Cost reduction

Environment

France

Country:

30%Reduction in print volumes

30

Communications31

Improve Customer Service and Cut CostsBritish Telecom

* Results provided by the Xerox Sustainability Calculator, based on lifecycle analysis, which includes full environmental burdens, through material acquisition, production and operation when calculating environmental impacts.

The Challenge• Meet tough new cost-cutting targets.

• Contribute to BT’s green agenda by reducing carbon footprint.

• Improve print service levels for users.

The Solution• Service improvement programme across the

enterprise, focusing on office printing first, followed by reprographics.

• Development and implementation of improved processes to achieve new service commitments.

• A new communications programme to address common problems.

The Results• £10.4 million saved over four years for

office printing.

• 40% savings in reprographics.

• More efficient ratio of users per printing device.

• 50% reduction in carbon footprint*.

• User satisfaction ratings that exceed target.


Cost reduction

Environment


UK

Country:

£10.4mSaved over four years

“ Communication between us and Xerox is open and honest; we don’t pull any punches and Xerox has responded flexibly and innovatively. As a result, we’re looking forward to achieving some really tough targets.”Alan Quearns, Services Manager BT

32

Retail and Consumer Products

33

Find new Cost Savings through ConsolidationProcter & Gamble

The Challenge• Take next steps to digitising the company.

• Improve efficiency and reduce costs of print environment by consolidating, centralising and outsourcing management of 45,000 devices at 200 sites (a user ratio of 4:1).

• Make the workplace more sustainable.

The Solution• Five-year managed print contract covering print

shops, office print and home-based workers.

• Rationalisation of printing and copying fleet to fewer than 10,000.

• On-site training to help P&G employees manage the new print environment.

• A web portal for online learning, procurement and support.

• Change management programme to support staff during transition.

The Results• 27% reduction in operating costs with 65 sites

outsourced so far.

• Print-related power usage predicted to fall by at least 30% and paper consumption by 20-30% annually.

• User: device ratio now an average of 15:1.

• Device uptime improved to more than 99% (4% better than target).


Cost reduction

Environment


Global

Country:

27%Reduction in operating costs

“ Simplifying our global printing structure helps increase reliability and efficiency, transforming the way we work.” Filippo Passerini, Chief Information Officer and President, Global Business Services Procter & Gamble

34

Optimise and Centralise to Manage GrowthEuropart – German Automotive Parts Supplier

The Challenge• Manage an expanding volume of paperwork

due to 20% year-on-year business growth.

• Standardise document production procedures.

• Introduce efficiency into printing and delivery of marketing materials produced in 24 different languages.

• Enable head-office staff to focus more time on core business of buying and selling.

The Solution• Assessment and advice to improve office

printing, marketing, invoicing and delivery note management.

• Managed print and translation services.

• Centralisation of marketing material printing and delivery.

• Scanning and checking of incoming invoices, including optical character recognition.

• Online portal for managing shipping notes and customer queries.

The Results• Overall document management

costs reduced by 30%.

• Mailing costs down by 15%.

• 20-30% savings in marketing product costs.

• Faster response to queries.

• Lower consumables inventory costs.

• Cost transparency.

• Reduction of manual workload.

Cost reduction

Speed

Customer-centricity

Germany


Country:

30%Reduction in document management costs

35

Attract Clients with High-quality Sales BrochuresKrogsveen – One of Norway’s Largest Estate Agencies

The Challenge• Improve consistency of quality of vital,

locally-produced property sales brochures, including photos and legally required information.

• Minimise cost to clients of producing brochures.

The Solution• Network access for all 45 Krogsveen offices to a

centralised, dedicated Xerox facility.

• Customised software developed with Xerox, used by local offices to pull together sources of information into a print-ready document.

• Document printing at the touch of a button.

• Consolidation of office fleet of printers and copiers to two models maintained and supported by Xerox.

The Results• Local printing inconsistencies eliminated.

• Higher quality, more effective brochures produced within two working days, and often within 24 hours, improving client service.

• Flexible service delivered beyond service level agreements.

• Krogsveen staff able to focus on core task of selling real estate.

• Estimated savings of 30-40% on brochure production.


Cost reduction


Speed

Norway

Country:

30-40%Estimated savings

“ Clearly Xerox understood our business and could deliver the quality and reliability we wanted. They also committed themselves to exacting service-level agreements.” Managing Director Krogsveen

36

Services

37

Optimise Fleet to Deliver Consistency and EfficiencyGrupo Prosegur – Global Security Services

The Challenge• Reduce printer operating costs.

• Standardise printer fleet to ensure consistent level of functionality.

• Optimise machine utilisation.

• Work with a single partner able to provide consistent global support.

The Solution• Flexible contract for managed print services.

• Installation of more than 200 multifunctional devices across 40 offices throughout Spain.

• Helpdesk offering personalised support to analysts and technicians.

The Results• 15% reduction in total cost of ownership.

• Improved service to users.

• Time freed up to focus on areas of strategic importance.

• Reduced administration with single monthly bill.

• Ability to incorporate additional parts of the group in the future.


Cost reduction



Spain

Country:

15%Cost reduction

38

Match Mission-Critical Printing to Business NeedsClifford Chance

The Challenge• Improve the quality of vital printing services

to support fast-changing business needs.

• Integrate and streamline printing and copying responsibilities and processes in the London office, to create a model for global rollout.

• Ensure flexibility in changing work environment.

• Finance the new solution through cost-per-copy.

The Solution• Printers and multifunctional devices to

support business globally.

• Analysis of print environment at London office, examining costs and predicted savings.

• Managed print service implemented in London office.

The Results• Fleet reduced from 2,840 to 2,350 devices.

• Improved service levels and greater functionality at a lower cost.

• Significant costs savings in the first year of the partnership.

• Flexible cost-per-copy pricing and clear consolidated invoicing.

• Streamlined processes.

• Contracted response time of 30 minutes and two hours to fix.


Cost reduction



UK

Country:

2 hoursMaximum fix time

“ We felt that Xerox took time to really get to know us and understand our business requirements.” Lee Doyle, Head of Business Operations Clifford Chance

39

Manage Office, Central and Procured Print as OneGlobal Professional Services Firm

The Challenge• Create a single enterprise wide managed service

across office, centralised and procured print.

• Cut total costs and have a single cost per page for all printing.

• Make services easier to access and more reliable, consistent, flexible and sustainable.

• Provide better management information.

• Meet corporate environmental objectives.

The Solution• End-to-end enterprise print service, managed

with a common set of technologies, standards and processes.

• Consolidation and standardisation across devices and facilities.

• Continual service monitoring to keep resources aligned with need.

• New capabilities such as ‘follow you’ printing and online submission of print jobs.

• Reporting across all services, down to individual user or device.

• Transfer of £150,000 capitalised assets to Xerox.

• TUPE of 25 employees to Xerox.

The Results• Printing total cost of ownership has reduced

by 29% from £699 to £495 per employee per annum.

• 98% device availability.

• Helpdesk calls down by 51%.

• Production print service satisfaction at 99%.

• Use of paper and consumables down; recycling at 100%.

• 18% reduction in print volume per employee.

• 44% reduction in number of corporate print rooms.

• External print procurement spend reduced by 5-10%.

• 25% improvement in priority bid document turnaround time.


Cost reduction

Environment


UK

Country:

29%Reduction in printing total cost of ownership

40

Take Stock and Rationalise to Cut CostsReuters – International Multimedia News Agency

The Challenge• Control costs by rationalising more than 1,000

underutilised and expensive-to-run office devices, comprising 242 different models from 27 suppliers.

• Improve user experience with centralised support strategy.

The Solution• Detailed survey of current fleet and

associated costs.

• Implementation of fully managed service for all document output.

• Removal of inefficient, expensive devices and replacement with fewer, more appropriate new machines.

• Onsite helpdesk with links to the incumbent IT service provider.

• Print room for large and specialised jobs.

The Results• Fleet total cost of ownership reduced by 19%.

• Guaranteed $1.45 million saving over five years.

• Improved user satisfaction and increased productivity.

• Availability at an all-time high.

• Clear understanding of what’s being spent and saved.


Cost reduction


UK

Country:

$1.45mGuaranteed saving

“ Everything works, availability is at an all-time high and everything is taken care of for us. What’s more, we have a clear understanding of exactly what we’re spending and saving, and where.” Nigel Smith, IT Sourcing Manager Reuters

41

42

Index43

Index

Key Customer Benefits

Country Customer Industry PG

Global Fiat Group • • • 34

Global Chemical Company • • • 38

Global Mobile Phone Manufacturer • • • 46

Information Technology Company • • • 47

Procter & Gamble • • • 56

Europe European Patent Office • 26

International Forest Products Company • • 39

Denmark Industrial Manufacturer • • • 40

France European Financial Services Company • • • 18

French Regional Council • • • 27

French Software and IT Business • • 49

Germany Europart – German Automotive Parts Supplier • • • 58

Italy Siemens Italy • • • 42

44

Key Customer Benefits

Country Customer Industry PG

Netherlands Rotterdam University • • 28

Hogeschool Utrecht: Netherlands University • • • 29

Norway Krogsveen – One of Norway’s Largest Estate Agencies • • • 59

Portugal Banking Business • • • 7

Spain Grupo Prosegur – Global Security Services • • • 62

UK European Retail Bank • 11

Global Financial Services Organisation • • 13

UK Department for Work and Pensions • • • 32

Carillion • • 43

QinetiQ • • • 44

British Telecom • • • 54

Clifford Chance • • • 63

Global Professional Services Firm • • • 64

Reuters – International Multimedia News Agency • • 65

Industry:


Cost reduction

Environment



Speed

Customer-centricity


Banking and Financial Markets

Insurance

Healthcare

Public Sector

Automotive

Manufacturing

High Tech

Communications

Retail and Consumer Products

Services

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About Xerox

Powerful Brand and Trusted Partner

• Well established and respected leader in document outsourcing.

• Serving Fortune Global 500 companies across more than 160 countries.

Global Delivery

• Fact-based and disciplined Lean Six Sigma approach to global delivery.

• 79 global service delivery centres.

• 500 locations and 66,500 front line employees.

Service Excellence

• Consistent, worldwide delivery including global service level agreements.

• Compliant with industry standards such as ITIL, ISO 9001, ISO 14001 and ISO 27001.

World-Class Portfolio

• Global leader1 in document management services.

• Global leader2 in document process outsourcing.

• Leader3 in managed print services

Technology and Innovation

• 9,400+ active patents.

• 4% of revenue dedicated to research and development.

• Awarded National Medal of Technology recognising more than 50 years of innovation.

1 Nelson Hall, 2009 2 Black Book of Outsourcing, 20093 Gartner 2010, IDC 2010, Quocirca 2010

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