Vendor Analysis
published on Jul 07, 2016
Report Overview:
This NelsonHall vendor assessment analyzes Xerox Services' offerings and capabilities in CMS in retail and CPG.
Who is this Report for:
NelsonHall’s CMS in retail and CPG industry sector profile on Xerox Services is a comprehensive assessment of Xerox Services’ retail and CPG sector customer management services (CMS) offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail and CPG sector and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Xerox Services’ retail and CPG offerings, capabilities, and market and financial strength, including:
- Identification of the company’s strategy, emphasis and new developments
- Analysis of the company’s strengths, weaknesses and outlook
- Revenue estimates
- Analysis of the profile of the company’s CMS retail and CPG sector customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s retail and CPG sector CMS offerings and key service components
- Analysis of the company’s delivery organization including the geography of delivery locations used for CMS retail and CPG sector clients.
Key Findings & Highlights:
Xerox is a publicly traded company headquartered in Norwalk, Connecticut, which started operations in 1906. In 2010, Xerox acquired Affiliated Computer Services (ACS) for $6.4bn, acquiring capability in business process outsourcing, including customer management services (CMS). This CMS capability lies within the Xerox Services business. Xerox is a business services, technology, and document management company. The division of the company being discussed in this report is the customer management services division of Xerox Services.
Overall customer care involves ~52k customer care agents, 2.5m customer care interactions daily, 160 customer care sites globally, 20m smartphone users assisted every month with remote configuration, $25m annual R&D budget on customer care innovation, and supporting ~30 languages.
Xerox Services provides delivery for its retail and CPG clients from the U.S. and the Philippines.