In the first 5 minutes of webcast LP expalins the reality of being an A4 company = there is no hardware sale margin... to pay traditional field account manager commission. Listen to that closely XBS friends. 5 minutes later he gives away the reality of future service. 50% of service calls being "resolved" remotely by AI, with a target for 70%. Talk to any tech or any service call center employee and you'll hear that they are juicing that "remote solve" number by forced directive, not customer feedback or pleasure with the experience. "We can bring service interaction to zero!", sure LP, but then what exactly are customers paying you for to justify the same service/supply costing structure. Its just experience enshittification, while you also try to bring rates and fee structures up with inflation. A3 sales are obviously down not just due to market mix shfit, but because 2nd half 2021 and 2022 were the xerox supply chain crisis. Would again recommend XBS employees look at your renewal opportunities next 18 months and realize the pipeline is dry because no customers were landing equipment this time 5 years ago. Q4 results are gonna be bumpy, but 2026 wil be a bloodbath.
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@mf yup. i seen they shipped out 81xx fuser out to customer and bam the next service call fuser error. i end up need to replaced mdm board everytime now.
Just a note on the remote solve numbers.
TSR here.
They pick a call, let's use a fuser jam for example.
They will send the customer a set of four imaging units and say it is solved.
A week later, they reopen the service for the jam, because shockingly, the imaging units didn't solve it.
Still counts as a remote solve. They didn't solve anything except spend money on four imaging units that were not needed. Now the customer is angry that we could have solved this a week ahead of time with a TSR and a fuser.
The remote solve numbers are fudged. They have been doing that for years. The target used to be 80% now it’s 70%? The machines are supposed have less parts and easy for end user to resolve on their own. Why hasn’t the target increased instead of decreased? Is it because they have lost so much MIF that one call to the field drives that number up?
Most customer i dealt with hate the AI interaction. They are paying for premium for services and why they are troubleshooting themself. I hears it all the time.
@c8 dum dum can be capable. Read read financial statements good good and marry that to lived lived experience. Only dum dums are one ones that stick their head in sand.
@OP another dum dum post from another dum dum
Sausages for all
Blah blah blah
@OP I have seen it first thing with a client. Tells them to turn the machine off then on…. There is your AI