Challenge

Xerox wanted to offer its authorized service partners (ASPs) for ordering parts a personalized, best-in-class e-commerce experience.

Lack of automation in its legacy platform resulted in significant inefficiencies, such as increased order cycle and stock availability issues, impacting the overall customer experience.

It became imperative for Xerox to enhance the customer experience for its authorized service partners with a single platform to search, order, and track parts, complete with price visibility and discounts.
 

Together with TCS, Xerox built an intuitive, modern cloud e-commerce portal to help authorized service partners order parts easily.

Solution

Building an intelligent, real-time commerce solution to transform the buying experience for partners. 

Xerox wanted to embark on a digital transformation journey to provide superior customer experiences. 

To achieve this, the company wanted a unified and organization-wide self-service e-commerce platform for its ASPs that would enable them to order parts easily.

TCS successfully partnered with the Xerox architecture and delivery teams to implement the Oracle Commerce Cloud platform’s order capture capabilities in a timely manner, helping the company to meet its business objectives. 

Some of the key features of the platform are: 

• Guided search capability with visibility into related or substitute parts. It uses Oracle Commerce Cloud and the Oracle CPQ Cloud technology stack and is integrated with the company’s ERP application.

• Real-time pricing and inventory availability, along with partner discounts and various payment options.

• Timely notification of order status and fulfillment.

• End-to-end self-service capability to perform actions without the intervention of service agents. 
   

Benefits

Transforming partners’ parts ordering experience with a modern cloud platform.

With a fully integrated, single sign-on self-service platform for ordering parts, Xerox could realize the following advantages: 

• Reduction in order placement calls 

• Increased customer experience and satisfaction 

• Easy navigation with guided search capability ensuring relevant search results 

• Real-time order tracking 
   

What the client says