Xerox Expands eSupport Centre to Deliver More Online Services
Tuesday, December 03, 2002
STAMFORD, Conn.--Dec. 2, 2002--Xerox Corporation customers who want to access their invoices, check account balances, view equipment contracts or update company names and addresses can now easily take care of all these tasks online. Xerox's eSupport Centre - an integrated suite of e-resources and services at www.xerox.com/eSupportCentre - has been broadened with a set of account management tools that bring more efficiency and convenience to registered users. For example, businesses that lease several Xerox products and systems receive a separate invoice for each system. Through the eSupport Centre's Account Tool, businesses of all sizes now can easily view all invoices at one time, check on the status of each invoice and see which accounts are due. Businesses also now can view current Xerox service agreements and learn about renewal or upgrade options. "I like being able to go into the site and pull up invoices for my convenience - and then print them in the same format as the ones I receive in the mail," said Karen Miller, accounts payable specialist at the University of California-Irvine. "It's important because the departments need to see an official invoice format to pay from so they can authorize payment." The eSupport Centre is part of Xerox's continued focus to give customers from small businesses to global enterprises the easy-to-use, always-accessible tools they need to be more productive, while also improving Xerox's efficiency. "We have thousands of customers already using `My Xerox' capabilities, and these new online services are intended to provide value to a new, larger set of Xerox customers," said Fred Heller, vice president and general manager, xerox.com. "The tools deliver more convenience, simplicity and around-the-clock account control." Launched in early 2002, eSupport Centre's other account services include: * Electronic Bill Presentment and Payment: Customers can view Xerox invoices and make payments electronically online, improving their productivity. * Meter Reads: Customers who lease or purchase Xerox equipment under a page-volume agreement can record the monthly copy or print volume online, where it is automatically delivered into Xerox's billing system. Registered users receive an e-mail reminder when the meter read is due. * Order Status: Customers can check on any equipment or supplies order, whether it was placed online or over the phone, and access UPS tracking information for supplies shipments. * Purchase Order and Contract Renewal: Customers with a current equipment contract or lease can view their purchase orders and accept the terms and pricing online. eSupport Centre also provides comprehensive technical support through the Online Support Assistant. A knowledge database helps customers find answers to service-related questions, troubleshoot technical issues or perform minor repairs. It is continually updated with information on solutions gathered from Xerox telephone support centers and service providers in the field.