Xeretec Support Application Suite brings new levels of on-device support convenience to customers


Xeretec, supplier and integrator of digital print hardware, software, solutions and services in the UK and Ireland, has announced the Xeretec Support Application Suite which provides immediate, on-device, next generation support for users of Xerox A3 iSeries firmware devices.

Developed in-house by the company's specialist print software development team, the apps are available immediately for a free 30-day trial.

The Xeretec Support Application Suite utilises the Xerox Extensible Interface Platform on Multifunction Print devices (MFPs). This enables Xeretec to access the printer's health, to deliver to the user an unparalleled level of support immediately at the device. Designed to simplify and speed up fault resolution while maximising user convenience and productivity, the Xeretec Support Application Suite offers:

Meter Submit: This app allows customers to submit a meter reading to the Xeretec API from the device, which in turn gets relayed to Xeretec's management systems, in one click. One button meter submission helps clients provide Xeretec with accurate meters efficiently and easily.

Meters to Excel: For clients who wish to receive their meters by email, Xeretec provides the Meters to Excel application.

Callback: This app allows a customer to request a call back from Xeretec's managed print helpdesk. This is available under Xeretec's High Availability MPS service, which delivers a rapid response; a callback within ten minutes or at specified times that suit the customer, as well as access to extended Helpdesk opening times between 7.30am to 6pm.

Contact IT: When registering a device with Xeretec, customers can ask it to store an IT email address for them. Xeretec can then set up a similar call back service which gets sent to a company's local IT team directly or into its own internal ticket management system (such as FreshDesk or ServiceNow). This is available to both Xeretec MPS and non-MPS customers.

Offline Incident: This makes it possible to log a ticket with Xeretec systems remotely even if a device is offline, whether due to IT policy or IT failure. Offline incidents will generate a QR code on the MFP panel which can be scanned with any phone that has mobile internet access. The link generated from the QR will contain all the necessary information required to log a ticket with Xeretec's systems with no further input require from the end user.

Offline Meters: Similar to the above, this app ensures that if a device is unable to connect to the internet a QR code can be generated with all the meter information. When scanned, this will register with Xeretec systems and submit a meter reading directly into XSM.

View Incidents: This enables Xeretec customers to see all outstanding issues on the devices as well as any activity history for all the support tickets. A user can also select an incident to chase if they need an update outside of normal progress updates, just by pressing a button which will automatically send an email to the Xeretec helpdesk on the customer's behalf with all the required information.

Raise Incident: In addition to viewing incidents, the Raise Incident app enables customers to raise a support request directly at the device. Using the device's APIs, Xeretec populates the majority of the support tickets on a customer's behalf including details of the problem, chargeback codes, serial numbers and contact details.

Contact Us: The Contact Us app allows Xeretec to provide its customers with the latest contact information needed by the helpdesk. It also displays the device-related information needed when calling Xeretec.

Commenting on the introduction of the Xeretec Support Application Suite, Marino Keith, Group Operations Manager, Xeretec, said: "In all walks of life, customers today expect instant, multi-channel support when encountering a problem. With the Xeretec Support Application Suite, we've created a new era of on-device customer service that meets the need for simplified and instant access to support. The Xeretec Support Application Suite fits with our overall strategy to make every aspect of MFP ownership as painless as possible when it comes to managing and maintaining devices." He added, "In the digital economy, the role of the MFP has evolved and it has become an essential part of an organisation's technology infrastructure. It is imperative then that MFP-related downtime is reduced, and our on-going commitment to innovative customer service solutions has resulted in the Xeretec Support Application Suite."

The apps were developed by Xeretec's four-strong team of in-house developers, who specialise in creating and engineering software based solutions that optimise the print experience for end users. Their experience with Xerox-related devices, ensures that the apps are fully compatible with them and work seamlessly and reliably with existing on-device hardware and software. In addition to the Xeretec Support Application Suite, the team has also developed Xeretec Vision, a dynamic analytical platform which analyses user and document analytics. It combines analytics with powerful "what if" scenarios that enable Xeretec Vision to easily identify inefficiencies and provide solutions for a more effective MPS.

Device and application security were an ongoing factor during the development of the Xeretec Support Application Suite, with the five commonly accepted principals of Confidentiality, Integrity, Availability, Accountability and Non-Repudiation being engineered in to each of them.

Add a Comment

No messages on this article yet

Editorial: +44 (0)1892 536363
Publisher: +44 (0)208 440 0372
Subscribe FREE to the weekly E-newsletter