Deflect tickets, automate tier-1 support, right-size CS coverage.
Xerox cut 21,000 field dispatches in 18 months and expanded adjusted operating margin 170 basis points.
21,000 Dispatches Avoided: AR Remote Support and the Three-Tier Service Model
ADP expanded EBIT margin 270 basis points in Q4 FY2023 by shifting clients to self-service digital workflows.
Self-Service Digital Platform Driving Support Cost Leverage at Scale
Serco grew free cash flow 31% to £209M in 2023 by deploying technology-enabled delivery in government BPO.
Technology-Enabled Service Delivery Reducing Support Costs in Government BPO