Xerox has too many challenges in their main "core competency" to overcome objections from their customers regarding IT services. Just because a small portion of our customer have onboarded, doesn't predict future success. On any given day, my email box is filled with HCL related issues that have carried on for weeks or months. At least once a day, I hear an issue I've never had before, with no possible short term resolution. We are not built for speed or flexibility. We have processes with so many chokepoints including the language barrier, technology barrier (HCL folks regularly lose internet connection), and often no direct line to whomever can resolve the issue. I am not aware of a single customer (I have over 120) who hasn't complained that Xerox su-ks now. The slogan We make work Work is a common insult we hear. And if the trust wasn't enough of a wake up call, remember that compensation for IT solutions as a Sales Rep is awful. I don't know anyone who wants to sell it unless its a "layup". Xerox will not turn around. Layoffs are going to happen Q1, and they will transfer most accounts to the crack team of inside sales. Those people are not as bad as HCL , but that's a low bar to clear. I often wonder on our Xerox calls, are IT people really this ignorant to our current situation, or are they just disconnected enough because of other non Xerox clients? One last thought...As a Xerox employee, do you really believe that Xerox can outshine the IT competition, in one of the most competitive markets, with all of our processes, and current leadership when we are losing more often in Xerox's legacy core competency?
4 replies (most recent on top)
@fn savvy must be kicking themselves. Their new world that was talked about in town halls is another failure and the demise of a decent company. They need to stop and smell the roses
Try to get an internal xerox laptop HD failure fixed. IT savvy my back side. Call to India and have your ticket auto closed. No way an external client would go with Xerox IT.
Did you not see the town halls, new IT Solutions coming
Well said, HCL is the fastest most efficient way to loose clients and drive revenue decline to double digits. Lexmark is the new tech stack and evidently it works. However in normal Xerox mode we will dump HCL bill in in a quick 18 month to two years. May not be fast enough to stave off CH 11. Challenge move all Xerox billing to Lexmark in 90 days yes 90 days