Integrated Value-Added Services. Tom Dolan President, Xerox Global Services

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1 Integrated Value-Added Services Tom Dolan President, Xerox Global Services

2 Current Sales Activity: A Compelling View of Xerox s Value-Add Top 10 brokerage firm wants to optimize its office asset management process Financial Services Manufacturing North American construction company needs to store and manage mission critical facility drawings Global hotel chain is overhauling its accounts payable process Fortune 100 insurance company is seeking to reduce cycle times for opening new accounts by 45% Hospitality Bottom Line Impact Improved Customer Experience Measurable Results Insurance

3 Today s Discussion Marketplace Demand Global Sales and Delivery Channels Smarter Document Management SM Lines of Business Office Services Production Services Business Process Services

4 Strong Demand Indicators 100% Are you conducting initiatives to reduce the total cost of document management? 80% 60% 40% 20% 0% Source: IDC 2004 Total Energy Insurance Financial Services Hi Tech Mfg Discrete Mfg Retail Wholesale Transportation All Other

5 Powerful Equation Global Sales & Delivery Capabilities + Specialized Industry & Practice Experience + Smarter Document Management Technologies & Processes = Total Document Solutions: Mission Critical Client Challenges Delivering Value for Xerox: Consulting Revenue Services Annuity Revenue Hardware Revenue

6 Global Sales & Delivery Xerox is uniquely positioned to meet global requirements of large enterprises Global support and delivery Integrated services Global account management North America Developing Markets Fuji Xerox (Joint Venture) Europe Canada United States Africa Eastern Europe Latin America Middle East, South Asia Russia Asia Pacific Australia New Zealand Austria Belgium Denmark Finland France Germany Greece Holland Italy Norway Portugal Spain Sweden Switzerland UK

7 Leveraging Proven Expertise Banking & Investments Healthcare High Tech Insurance & Financial Services Manufacturing & Energy Public Sector Retail & Consumer Goods Mission critical applications: Industry experience Business process experience Implementation experience

8 Xerox Global Services - Lines of Business Smarter Document Management SM

9 Smarter Document Management SM Defined Add intelligence & structure to documents paper & digital Automate & reduce error-prone manual based workflows Streamline & digitize business processes Deliver integrated, end-to-end document solutions

10 Office Services Process Improvement Consulting Office Document Assessment SM Managed Services Measured Solution Hardware Optimization Consultative approach to optimize assets across the office Leading Office Document Assessment SM provider Xerox Lean Six Sigma methodology and analytical tools Fully integrated offerings Hardware & software Supplies Help desk Break / fix

11 Office Services: Measurement & Metrics Summary Data - Core Metrics* Employee to device ratio Improved from 2.2 to 9.0 Cost per page Reduced 30% Pages per employee Reduced 3% Enterprise output hard cost per employee Reduced 29% Total enterprise document output Reduced 34% spend per employee Source: Xerox Internal *Data Analysis: 300+ ODA s, 31,000+ employees

12 Client Example: Office Services Global Life Sciences Company $6 billion company Client Challenges $15+ million annual spend for office documents Knowledge workers diverted from strategic issues Xerox Solution Measurable Results 12% cost reduction projected in first 18 months; 20 25% long-term Office Document Assessment, pilot installation, 36+ country roll-out Total office management solution: procurement, management, help desk and break / fix New hardware deployment Multi-vendor hardware services offering 8 Key performance metrics such as device utilization and uptime

13 Production Services Consulting Assessment Enable more effective and efficient print production Enable highly personalized / relevant communications Process Improvement Managed Services Hardware Optimization Manage print operations and facilities Reduce cycle time, improve management and efficiency Measured Solution Print procurement services

14 Client Example: Production Services Leading Brand Insurance Provider Network of independent agents Create and mail 12+ million customer communications annually Client Challenges Print and physical inventory costs high (250,000 square foot operational facility) Customer communications generic Lack of value-added sales model Xerox Solution 60% adoption rate by agents Anticipated response rate increase 50%+ Lean Six Sigma consulting engagement Web enabled solution for creation, ordering, customization and fulfillment of customer communications Enabled new level of customization and quality with Xerox igen3 s Custom software platform based on an agent self-service model Measurable Results Moving from commodity and price based selling to value-added selling approach

15 Business Process Services Enterprise Records Management Services Help manage client records to meet new and ever-increasing government compliance standards Corporate Litigation Management Services Facilitate the litigation process to ensure corporate counsel has all the information when and where it s needed Client Account Lifecycle Management Help manage customer information so clients can acquire new accounts faster while improving the current customer experience Streamline Simplify Digitize

16 Business Process Services Finance & Accounting Services Enable CFO s to accelerate receivables collections and better manage payables in a digital, process controlled, automated environment Maintenance & Repair Product Lifecycle Services Help manufacturers and facility managers optimize plant and equipment Imaging & Archival Services Transform paper warehouses into digital archives, providing clients improved information access Streamline Simplify Digitize

17 Business Process Services Consulting New revenue growth engine With / without hardware Assessment Moving from secondary to mission critical business processes Process Improvement Managed Services Hardware Optimization Implement platform driven solutions Repeatable solutions based on proven capabilities Measured Solution

18 Our Leadership Role Facilities Financial Regulatory Records Facility Management Records Unstructured Content Sales & Marketing ERP POS Structured Data Applications Customer Communications SCM CRM Operations Information Technologies Operational Records and Filings Rich Media: Images, Audio, Video Financial Services Company

19 Client Example: Business Process Services Financial Services Company Worldwide network of agent brokers million client communications annually Client Challenges Manual, time consuming process for opening / maintaining client accounts Lost documents Error rates exceed 28% 40% of process time spent copying / searching for records Xerox Solution Phase 1: error rates reduced to < 0.01% Established a lean new business process utilizing on-site scanning and Smarter Document Management SM technology Managed services for record processing, break / fix and asset management Optimized hardware: device procurement in 600+ sales offices Measurable Results Phase 2: $1.7 million annual mailing cost savings

20 Process Improvements: Xerox Lean Six Sigma Current State Desired State Define Measure Analyze Improve Control Red = Non-Value-Add Activities Elimination of Non-Value-Add Activities Engineered Process Improvements: Reduced cycle time & waste Eliminated non-value steps and process variation Lowered process defects and time required to rework process errors Established benchmarks and critical metrics

21 Measuring Progress Value-added services revenue up 19% Q YTD Pipeline doubled Contract signings up Significant success in large enterprise accounts Scaling the business Organic Alliances Potential opportunistic acquisitions

22 Summary: Driving Revenue Through Services Value-added services drives consulting, services annuity and hardware revenue Powerful equation: Smarter Document Management SM technologies and processes Integrated measurable document solutions Proven industry experience The market is right, the time is right