CASE STUDY

Xerox Digital Fusing
Technology Training
Xerox trains over 6,000 field service technicians
annually in over 150 countries.

The ChallengeWith 40% of its technician workforce retiring in the next 5 to 10 years,
Xerox needed a means to attract and train new field service techniciansthat both improved knowledge retention and kept training costs to aminimum. The loss of experienced technicians is directly impacting
time to resolution, parts spend, and the recovery of overall break/fix
performance efficiency when onboarding new recruits.
Xerox’s traditional approach to onboarding learning was too formal andtime-consuming and did not promote knowledge retention.

The Solution
Xerox started using CareAR in 2019 when the pandemic
prohibited technicians from visiting customer locations.
Using the CareAR SXM platform, Xerox enabled technicians
to interact with customers remotely to resolve issues.
While CareAR addressed the limitations imposed by thepandemic, Xerox still needed to train a deluge of newly hiredengineers to replace a stream of retiring Xerox employees.
The CareAR SXM platform allowed global learning anddevelopment leaders to digitize outmoded learning contentand training delivery practices to better align with theneeds of a new generation of technically enabled engineers.
Delivering training instructions at the point of need using
3D digital models enabled Xerox to rapidly transform its
learning practices and address capability and capacity
issues facing the company.

© CareAR, A Xerox Company, 2024. All Rights Reserved.

Case Study: Xerox Digital Fusing Technology Training

Results with CareAR
Xerox Learning is now able to provide a technician with any numberof learning moments that are delivered at the moment of need on thetechnician’s mobile device. The interface, look, and feel are engaging
to new-generation technicians and the CareAR application supports
Xerox’s future-focused experiential learning strategy. The CareAR SXM
platform has supported specific programs in reducing training time from15 to 5 days and was a key support tool that has reduced associatedtraining costs by nearly $2M annually, securing 91% of technicians
rating their experience as very satisfied. With CareAR Instruct andExperience Builder, Xerox has been able to scale up its suite of ARenabled training modules without additional training development cost.

“What the CareAR SXM platform has given us is the ability tore-enforce training at the ‘point of need’, on the Customer site.
This is when learning becomes ‘sticky’ enough that it creates a
positive change in behavior in both capability and capacity to perform a technical task. Having theability to access 3D training models in your pocket, in the moment, in front of the customer, has beena game changer for new onboarded engineers.”
Mark Oakley ,Global Learning & Development
Head of Learning Innovation and Technologies, Xerox

About CareAR
CareAR, A Xerox Company, is the Service Experience Management (SXM) leader. We make expertise accessible instantly
for users through remote, live visual augmented reality and AI-driven interactions, instructions, and insights as part of aseamless digital workflow experience. CareAR sets the benchmark for the SXM category by bridging skills gaps, acceleratingknowledge transfers, providing greater operational efficiencies, and enhancing customer outcomes and safety. Learn more at
CareAR.com.

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Email: info@carear.com© 2024 CareAR, Inc. All rights reserved. CareAR is a trademark of CareAR, Inc. inthe United States and/or other countries.