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Xerox Services

Xerox Services

Who Is This Key Vendor Assessment For?

NelsonHall’s Key Vendor Assessment for Xerox Services is a comprehensive assessment of its offerings and capabilities designed for:

Sourcing managers monitoring the capabilities of existing suppliers of business process and IT outsourcing and identifying vendor suitability for BPO and IT services

Sourcing managers looking to identify vendors for specific types of engagement

Consultants advising clients on vendor selection

Financial analysts and investors specializing in the BPO/IT services sector

Marketing, sales and business managers developing strategies to target service opportunities within the BPO/IT Services markets

Vendor marketing, sales and business managers looking to benchmark themselves against their peers.

Key Findings & Highlights

Xerox Services is critical to the future of the Xerox Group: BPO is a growth market, whereas the Document Technology business is not; it is also an annuity business. The goal for Services to make up 67% of total revenues by 2017 remains; the current proportion is 54%, implying that inorganic growth is likely. Key to this is expanding the BPO business outside the U.S.

“Despite many successes in a number of the underlying businesses, we just are not performing as well as we told you we were going to a year ago.” Bob Zapfel, November 2014

2014 was a year when management admits to having been disappointed with Xerox Services’ revenue, margin, signings, and operational performance. But it was also a year when the company made ground in a number of initiatives intended to:

Improve its cost infrastructure

Evolve its portfolio to enable increased revenue growth and margin expansion

Improve go-to-market effectiveness

Improve service performance and provide a more consistent service globally.

Recent progress includes setting up a new global operating model, increased investment in sales, a slight increase in acquisition spend, new talent, and the decision to dispose of its ITO business.

Another area of focus in 2015 is addressing operational challenges in its Government Healthcare Services business.

In September 2015, Xerox launched a new branding strategy, which focuses on Services.


1. Strategy
2. Background
3. Financial Analysis
4. Organization Structure
5. Target Markets
6. Key Offerings
7. Strengths & Challenges
8. Emphases and priorities in 2015
9. Outlook
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