Upstream Print Solutions improves customer service following SaaS rollout

Fuji Xerox Australia subsidiary Upstream Print Solutions has used a software-as-a-service (SaaS) package to automate printer, copier and scanner service logs, leading to happier customers.

CIO Michael Schembri told CIO Australia that prior to the implementation, the IT department was relying on a legacy application for call logging. This meant it was hard to keep track of service requests and deliver on customer service level agreements.

The company began a staged rollout of the ServiceNow SaaS offering in December 2012.

“Different divisions wanted the solution because we knew we had a use for a tool that lets us keep track of what work we have on with our customers,” he said.

“We like SaaS because we don’t see ourselves as an infrastructure company. If someone else can handle the back end for us, that’s great.”

Another attraction for Schembri was that ServiceNow could be used by all of the company’s divisions, not just IT.

For example, it is rolling out the solution to facilities, field engineering, health and safety, client service and e-services.

“This will keep growing because it’s a bit like painting the [Sydney] Harbour Bridge because we’re finding other things that we can do with SaaS. We’re looking at offering it on mobile devices for the sales guys who are out on the road most of the time.”

ServiceNow integrates with Upstream Print Solutions’ customer relationship management (CRM) system Salesforce.

When a sales person logs a request in Salesforce, it generates a ticket in ServiceNow.

To gauge customer satisfaction since the implementation, the company has conducted surveys through NetPromoter, a management tool that can be used to measure customer relationships.

“We do a NetPromoter score every six months. Anyone who gives you a 9 or a 10 is a promoter, 7 or 8 is neutral and someone who gives you a 6 or below is a detractor,” Schembri said.

According to Schembir, Upstream started with a score of 18.9 and by mid-2013 it reached 44.2. It ran another survey in December 2013 and scored 55.38.

“The survey comments are saying the same things. Customers just know when their technology is being fixed.”

Schembri also had some advice for other CIOs looking to implement SaaS or other cloud services.

“My advice is to take the business with you. Sales people and finance directors came along to the IT service management [ITSM] training day. It meant they understood why IT was trying to change,” he said.

Follow Hamish Barwick on Twitter: @HamishBarwick

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