Xerox transforms customer experience with Oracle Commerce Cloud
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Highlights
- Xerox wanted to provide a personalized experience to its authorized service partners for ordering parts.
- Working with TCS, the company transformed its legacy home-grown portal to enhance the shopping experience for partners.
- Xerox provided a simplified and intuitive parts ordering experience to its authorized service partners with increased visibility into pricing, higher order fulfilment, and faster ordering time.
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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
Swipe LeftSwipe RightTCS provided Xerox valuable support to enable a simplified, seamlessly integrated self-service commerce experience for our partners, opening the door for other opportunities to leverage the Oracle Commerce Cloud platform.
Cynthia Davis-Jones
VP, XDX Supply Chain Business Services
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