Nearshore Americas

Xerox’s Expansion into IT Services Powered by Monterrey Command Center

Nearshore Americas had the opportunity to visit the Xerox facility in Monterrey Mexico recently.  Rather than seeing an operation based on print and document services, the site turned out to be a key hub for the Xerox IT services operation.

Xerox supports a full global operation with 18 global data centers and 3 Enterprise Command Centers, one of which is in Monterrey,” explained Paul Maya, Senior Director of ITO in Latin America.  “It was Xerox’ acquisition of Affiliated Computer Services in 2010 that launched Xerox into the ITO and BPO space, to the point that more than 50% of Xerox revenue now comes from services.”

Leveraging the innovation heritage from Xerox, its vendor relationships, and global support, Xerox improves efficiency and reduces costs, providing clients with a scalable and automated processing environment. Xerox’s Latin America service portfolio spans Mainframe, Midrange (All Unix flavors), DSE Engineering (Wintel, VMWare, and Citrix), Storage, Backup, Network Services, Database Administration, Service Desk, Desktop Services (Remote and On Site), Business Continuity, Project Management, and Transition Management.

The Latin America Delivery Centers provide infrastructure outsourcing for some of the world’s top multinationals in Financial Services, Manufacturing, Consumer Packaged Goods, Retail, Energy, Utilities, Hospitality and Entertainment, as well as some local firms.

Strong Latin American Presence

Latin America is a region of great importance to Xerox ITO, which has over 1000 employees across six sites in Monterrey, Mexico City, Cordoba, Guatemala City, Lima, and Sao Paulo.   Xerox first began operating in Mexico in 1995, and established the center in Monterrey in 2002 which is the largest location.

A highly developed metropolis in the northern state of Nuevo Leon, Monterrey is Mexico’s third biggest city and its business capital. The city is considered a strategic location because of its close proximity to the United States, the availability of talent in the area and the high quality of life in Monterrey, which makes it attractive to any additional talent asked to relocate there. Mexico’s strong and familiar business culture also worked in its favor when Xerox decided where to set up operations.

In addition to ITO, 19,000 Xerox colleagues in BPO and Document management provide deep client relationships and market expertise in Latin America, with Xerox being well established there since 1962.

Enterprise Command Center

Crucial to Xerox’s global network are three Enterprise Command Centers (ECCs) – service desk operations running on a 24 by 7 basis, which monitor 500,000 client devices and circuits  – located in Monterrey, Mexico; Bangalore, India and Dallas, Texas.

“The main reason to have three ECCs is for business continuity.  For efficiency purposes, most clients are served from one of the three locations, but can be supported by the others for continuity purposes.  For example if we have a service interruption here, our Bangalore ECC can take over, and vice versa,” Maya said.

“It’s a very robust environment. We’ve been tuning our operations in the ECC for over five years and we’ve found some great practices,” Maya added. “We’ve been working on different kinds of schedules to determine how we can be more effective and provide better costs and performance for our customers.”

Highly Trained Staff

Xerox has 750 professionals supporting the Monterrey facility, with close to 100 of these directly supporting the ECC.  The plan is to increase the number of workers by “20 to 30 percent” in the very near future, Maya said.

“Once we identify the talent we bring them onboard and provide intensive training,” he explained. “And all members of the staff are ISO 20000 certified, the first international standard for IT service management.  Additionally the engineers have certifications that include ITIL v3, MCSE, MCSA, MCITP, CCNA, CCNP, CCDP, CCIE, and PMI.”

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Another IT Option for Latin America

What became clear during our visit is that Xerox has a robust IT services offering and provides an additional option for Latin American companies as well as multi-nationals in the IT Outsourcing space.  While many companies still don’t associate the Xerox brand with ITO, we believe that will change quickly.

“We’re an agnostic brand, since we do not manufacture our own computer hardware,” Maya explained. “we can focus on managing services and providing recommendations based on the true needs of the customer, without having to achieve a quota for a specific technology.”

Duncan Tucker

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