Xerox introduces Authorized Service Partner Certification Program

VARINDIA- INDIA'S FRONTLINE IT MAGAZINE

Xerox has introduced the "Authorized Service Partner Certification Program" in the A3 space. The program based on a concessional model aims to identify service partners on the basis of merit, who have provided outstanding customer service experience, therefore certify and remunerate them through a revenue sharing model. A first-time initiative by Xerox India in the A3 space, the ASP Program is a strong platform for continuous development of the ASP network. The program will also help Xerox India distinguish partners who have capability of providing effective and outstanding services to customers and therefore incentivise them with a tangible credential (the ASP Program Certificate) both in terms of support and remunerations for sales and service integration.

Balaji Rajagopalan, Executive Director, Operations & Lean Six Sigma, said, "Our partners are the face of the company to Xerox customers and therefore over a period of time it was necessary to integrate Customer Service with Sales. Certification of partners under The Authorized Service Partner Certification Program in the A3 space marks the beginning of this chapter of integration of Sales and Services as a revenue sharing model for Xerox and its partners; we hope to lead this by example in other Xerox developing markets. There is huge enthusiasm in the market and amongst Xerox partners to be certified under the ASP program. However, we have stringent and strict norms of adherence to be able to be recognized as Platinum, Gold and Silver partners which are judged and vetted under five criteria - Business Acumen, Infrastructure, Ethical Value, Skilled and Equipped Manpower and Service Delivery Management with 36 other sub-criteria."

The certification program not only improves service delivery, enhances customer experience but also opens new business revenue-generating areas post sales for the partner community. This also creates that extra space for improvement through introspection of existing service models and enhances the overall Xerox-partner relationship in India.


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