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S&T Poland take over Xerox customer services in Poland

Large outsourcing contract for 2000 Xerox-systems

The contract covers all S&T branch offices that make an effective service and support network for Xerox Polska in seven - out of 16 - Polish regions (voivodships). S&T engineers handle 2000 black-and-white and color Xerox machines. „The Outsourcing Business enjoys a high demand over the entire S&T Group. With Managed Services we achieved an increase in revenue of 13 % in the first quarter of 2007. We score with our excellent geographical coverage in the countries for which we can be with our customers in the shortest time, as well as scoring with the quality and reliability of our services”, explains Christian Rosner, CEO S&T AG.

Quicker, more reliable customer service

According to Patrick Flanagan, CEO of S&T Services Polska Sp. z o.o., it is vital for Xerox clients that service of the equipment is fast and effective, and that it is also trustworthy and of consistent high quality: "Requirements concerning methods and deadlines for services which are guaranteed by Xerox Polska in so called SLA (Service Level Agreement) can be fulfilled only by a very efficient IT and outsourcing firm, like S&T. Our partnership with Xerox Polska, established back in 2003, proved that in order to successfully render services in such a big country as Poland there is a need to employ a national organization with branches in major cities, that provides the same consistent level of quality for clients in Warsaw, in regions and in remote towns. Four years ago we began with 15 Xerox machines and now their number reached 2000. Our partners at Xerox Polska have already believed that S&T is a reliable service and outsourcing solutions provider in Poland".

High qualilty

There are following measures to benchmark efficiency of S&T contract with Xerox Polska: speed of S&T service, levels of stocked supplies and - mostly - all clients' satisfaction. Some customers even receive monthly reports from S&T that describe quality of services and time needed to handle any problems reported by users. According to Service Level Agreement with Xerox Polska, S&T engineers are expected to solve any problems with Xerox equipment within 200 minutes (around 3 hours) since the client's notification.

IT market in Poland

For the Polish IT market, EITO experts project a growth of 9.9% for 2007 and 10.0% for 2008. The growth expectations for the IT services market are even higher, with 16.1% for 2007 and 16.3% for 2008. This places Poland at the top of the Eastern European states, along with Romania, Bulgaria and Slovakia. The high demand for IT consulting, solutions and services in the public sector is to be attributed mostly to the implementation of EU guidelines; in the private economy it is mostly financial services providers, industry and telecommunications who invest in productivity-enhancing IT systems.

S&T in Poland

The S&T corporate group has been active in the Polish market since 2000. In 2003, S&T took over Fujitsu Services branch offices in seven countries, including in Poland, and merged these branch offices into S&T Poland. In 2006, the takeover of Polish ERP specialists BEELC led to a massive boosting of S&T core competencies. After the in spring 2007 concluded takeover of IMG – The Information Management Group, this national branch now receives additional support from the experts in IMG Poland. In total, S&T currently employs 321 employees in 10 branch offices in Poland.