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Cingular Purchases 1,000 Xerox Printers

10 Aug, 2004

Cingular Purchases 1,000 Xerox Printers

Cingular Wireless, has purchased more than 1,000 Xerox Phaser® color laser printers for printing personalized customer service documents in its company-owned retail stores. The deal is projected to generate more than $8 million from printer and supplies sales for Xerox Corporation over the next three years.

When signing up for a new cell phone contract, Cingular customers receive a Cingular Customer Service Summary that contains specific information about their calling plan. This four-page color document is created and printed on-demand for new account activations, handset upgrades, and rate-plan or contract changes.  When customers leave the store, they have all the information they need to use their phone and understand their service plan in one document - including voicemail instructions, an example of the customer’s monthly bill, account terms, sales staff contacts, and more.

Prior to developing the Cingular Service Summary, customers received their service contract along with a number of different brochures with details on handset features, customer support, and other topics, making it difficult for customers to find information when they needed it.

Cingular estimated that 60 percent of its new customers called the customer service center within the first two months of activating their account for basic questions about the functionality of their phone or how to check voicemail.  By creating the Cingular Customer Service Summary and deploying it in over 1,000 company-owned stores in the United States and Puerto Rico, Cingular is aiming to decrease support calls and increase customer satisfaction.  

“Just as Cingular has set itself apart from its competitors by providing personalized calling plan information, Xerox continues to create technology solutions with its customers’ needs in mind,” said Emerson U. Fullwood, president, Xerox Channels Group. “Helping customers achieve their business goals by working more efficiently and productively is our main objective.”

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