Xerox's Authorized Service Partner Certification Program
Xerox India has introduced the 'Authorized Service Partner Certification Program' in the A3 space. The program based on a concessional model aims to identify service partners based on 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 customer and therefore incentivise them with a tangible credential (the ASP Program Certificate) both in terms of support and remunerations for Sales & 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 today; 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 recognised 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."
With the first round of certification being complete Tricom Tech Services in Hyderabad, Ask Infotech in Kolkata, Uniciti Solutions in Pune, Vintech Business Solutions in Chennai, Divya Business Systems in Trivandrum, Binary Business Systems in Bangalore were awarded the Silver ASP while Technosoft Electronics in Mumbai won the prestigious Gold ASP award. With over 80 Sales & Service partner across the country, Xerox India plans to certify all of them under this program in the next two-three years and with a larger share migrating to the Platinum category.
The certification program has received overwhelming response as this 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. With its strong portfolio in A3 space, focus on providing best business value to partners and consistent effort to provide the best in class customer service experience to customers Xerox India will be a key contributor to the changing landscape of the Indian IT Industry.
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