Xerox wants to increase their services towards their customers and also shorten the time proceeding from the report of a default to the point when the service engineer contacts the customer and starts delivering the service and repairing.

Xerox has a central helpdesk for Europe based in Dublin, Ireland. When a swedish customer calls in a default report, personell in Dublin are answering the call. The default report is registered and placed on a list for each of the service groups. At the same time a default report is sent to the SMS Router over Internet which in turn is sending a notification to the engineer who will deliver the service.

In order to find the right service engineer SMS Nordic AB have developed a databased tracking routine, which first checks if the default - reported copy machine is connected to a certain service engineer and,   if so, it also checks if he or she is on duty. If not, someone to take his place is looked for. A notification is then sent to this someone's GSM phone.

At certain times there is no specific person connected to the copy machine and then the notification is sent to a whole group of engineers.

The engineer is connected from a lap top and is logged into Xerox' service system to look at the engineer's own or the group's service list. By experience we know that this is not done very often since it is  time consuming.

Xerox' management has seen the benefits and will introduce many new and revolutionising solutions with SMS, both within the service division as well as the sales department.