XMC, Inc. uses technology to further customer satisfaction

As the second largest Xerox and office copier dealer in the country, XMC, Inc. never runs low on things to brag about. But right now, the company is particularly proud of its completely redeveloped website, www.xmcinc.com, which launched Sept. 1 of this year.

The website, designed by advertising agency Younger Associates out of Jackson, Tenn., brings several important updates to how XMC does business and interacts with customers. The website now as responsive design, meaning that it changes to ensure that reading and site navigation are best suited to whichever device a viewer is using to look at it - computer, tablet or mobile phone. Through responsive design, XMC can more easily assist and cater to customers on the go and those who work in a non-traditional office setting.

But the updated website also has another new feature, which Jeff Duncan, territory general manager of the XMC East Region, said is his personal favorite: an online help desk.

"We have employees sitting there monitoring the calls and answering any questions customers have concerning issues with the equipment or any programs they want to run and don't know how to," said Duncan, whose territory office is in downtown Chattanooga. "It really gives the customers an avenue to help themselves through any problems. It's pretty neat."

When people visit the XMC website's homepage and scroll to the bottom, they will find a red rectangular button labeled "Help Desk." Clicking on it, customers can then submit a ticket or join a remote support session, or call the company direct at the provided phone number.

Duncan said the reasoning behind XMC, Inc.'s online improvements is as simple as the new website's design: to better serve the company's customers, which has been its ongoing priority for two decades.

XMC, Inc. proudly works with the Xerox brand, selling, leasing and providing services for products like printers, digital presses, copiers and document solution systems. XMC also works with the accessories, services and software that complement the Xerox product line, and its customers are both offices and production-printing environments.

The company consisted of one employee at its beginning in West Tennessee. It is now supported by more than 80 employees in 10 physical offices in four states, with a new location opening in Knoxville this month, though sales take place all throughout the mid-Southeast. It's grown quickly, becoming larger than all but one other Xerox product dealer in the United States, even those located in much bigger markets.

Duncan believes XMC's success can be attributed to the winning combination of its staff, ideals and range of products."

The support staff we have is second to none, and we have the support of Xerox factory-trained technicians who are scattered throughout the Chattanooga and North Georgia area, so we have the benefits of both. It's a tier-one company, and we have the full lineup of products, unlike most other companies," Duncan said, referring to XMC's role as a direct supplier to businesses.

But the benefits of Xerox products and XMC customer service even extend beyond these perks, he said.

"Our products are made in America, and we're really proud of that," he said. "And the copiers we sell are very secure: We partner with Cisco and McAfee, and we're actually the copier choice for the Department of Defense."

XMC anticipates the needs of the businesses with which it partners and is with them every step of the way - not just at the time of the original sale or lease. On the office solutions side of the business, XMC provides everything small businesses need to print, copy and store documents efficiently and securely, and at the highest possible quality ensured by Xerox products. Digital printing businesses can expect the same care and quality from XMC's production products and services, through which XMC support staff can solve problems remotely or onsite. And its electronic document management service, ScanSmart, can benefit any business by scanning, archiving and allowing access to documents using only the simplest and most secure methods.

XMC has always believed that good technical support is firmly rooted in good customer support, and its new online capabilities are ensuring that this commitment continues without interruption.