Xerox 2011 Annual Report Download - page 8

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A second concern that customers keep bringing up is one everyone
can relate to – information overload. We all deal with mountains of
information. Some of it’s on paper, some is digital and it’s all coming
at us at dizzying speed and greater volume than ever. Clients can’t
be bothered with thinking about the problem, let alone addressing
it. They want partners who can speed up and simplify access to
information and data and make it all affordable.
In other words, they want partners like Xerox. We have unmatched
capabilities, expertise, technology and services to manage the flow
of information and bridge the divide between paper and digital
– simply and affordably. In most cases, we even save customers
money, make their lives simpler and make the earth greener.
For example, at Medco, we’re developing and managing a multi-
channel platform that lets Medco’s 65 million members personalize
how they receive information from the company – via hard-copy
statements, secure website, email, text messages or a combination
of all these channels.
A related issue is the difficulty clients have in finding and using data.
As one of my friends is fond of saying: “I save everything and can find
nothing.” She voices a common issue. Information is everywhere – on
paper, online, in photos, on servers, on the desktop, in file drawers, in
smartphones and now in the cloud. There are all sorts of issues that
come with the volume of information – privacy, access, retrieval and
storage, to name a few.
The customers I meet know they have both a problem and a
lost opportunity. Whoever said information is power had it right.
Customers yearn for partners who can take those streams of data
and mountains of information and harness them to create value.
Customers want someone to make sure they’re making the right
investments to help them find what they want when they want.
They want to turn information from a liability into an asset.
In other words, they want partners like Xerox. We are expert at
protecting client privacy, mining data for competitive advantage
and improved customer service, and getting just the right piece
of information or insight to just the right person just when they
need it. In the world of information, we’re the “just-in-time” people.
As Xerox and ACS became one, I believe our founders would be
pleased that, at the core, our purpose has not shifted far from our
legacies – doing things behind the curtain to simplify the ways work
gets done. That’s what I mean when I say that the more things
change, the more they stay the same in some fundamental ways.
Relevant Value Proposition
The other thought I keep coming back to is how relevant the new
Xerox has become. With our value proposition as the world’s leading
enterprise for business process and document management, we free
companies to be the best at what they do. When I meet with my
peers in business and governments around the world, a handful of
concerns keep repeating themselves.
First, everything about their operations is in a state of flux. Change,
even chaos, is the norm. Back-office operations are seen as necessary,
but not a core competency. Enterprises know they are essential, but
don’t want to expend energy and resources on them that can be
better used elsewhere. That’s why more and more organizations –
business and government, big and small – are turning to partners
who know how to run big, complex business processes flawlessly
and efficiently.
“I think you would be amazed at both
the breadth and depth of the business
processes we design and operate –
customer call centers, accounts payable
and receivable, HR benefits programs,
IT infrastructure and networks, health
information exchanges, ‘red-light cameras’
for traffic violations and so much more.”
“KLM Royal Dutch Airlines and other airlines
asked us to convert their paper tickets to an
electronic format, streamlining the process
and delivering a 75 percent reduction in
turnaround time.”
In other words, they want business partners like Xerox. We have
the deep knowledge, the innovative approach and the operational
excellence that drive down cost and take the worry off the shoulders
of our customers. I think you would be amazed at both the breadth
and depth of the business processes we design and operate –
customer call centers, accounts payable and receivable, HR benefits
programs, IT infrastructure and networks, health information
exchanges, ‘red-light cameras’ for traffic violations and so much
more. We’re the company you encounter every day and never
see. For example, KLM Royal Dutch Airlines and other airlines asked
us to convert their paper tickets to an electronic format, streamlining
the process and delivering a 75 percent reduction in turnaround time.