Want to know why Xerox will fail? HCL. If we could give good customer support, everything else can be overcome. Because of HCL, we lose customers, sales people, service people, the opportunity to sell more products, and leadership continues to spew Bull**** about how we are turning this ship around without any realization about how bad things are. The people who are still here have 0 trust in leadership and HCL which cannot lead to good results.
For you office fans out there, remember when Jim and Dwight team up on the sales call and Dwight calls Office Depot/Staples and Jim calls Kelly for customer support? This is exactly our customers experience with HCL. Xerox big shot says well we are working on a process, or all the other manufacturers have a similar setup. Its been 4 years of working on the process...it hasn't improved. I wish I could say these are one offs and are not normal.
Check out these facts:
- Leases still not closed out within a month or six (not exaggerating) of delivery, nor new leases started.
- Customers call the service or supplies line, hear cows and chickens in the background, or even better, limited English and hung up on.
- Equipment either is removed from contract randomly, or never put on contract.
- Billing is beyond awful. Because equipment is not put on contract immediately after delivery, customer will get a large overage invoice, a internal cost invoice, or my favorite, a completely different customers invoice.
- Emailing HCL for support only goes 2 ways. No response, or 3-4 days with the awesome reply of asking for information that neither service nor sales has, ended by a "do the needful".
- Customer support or worse $30k+ transactions held up because of less than $100 invoices. Incorrect invoices make up a good portion of these client holds.
- HCL consistently says one thing as fact, only to be wrong.
These issues are not a quarterly, monthly, weekly or even daily issue, they are an HOURLY issue. Not one hour goes by without a customer blindsiding us with an issue, or without HCL requesting something that sales has no access to.
The solution I think makes sense for Xerox, is to bring it in house. Either provide your sales teams with the tools to do some of this, or hire some people to handle the regions. Yes it will be more expensive to hire stateside, but issues will be resolved faster and with less occurrences. Looking at the big picture, Xerox would stand to gain much more because there would be more revenue, and less loss of revenue.