Can a large enterprise integrate all of their data repositories and digital workflows into one cloud-based system that encompasses the entire business? Find out in this thought-provoking customer story showing how Lexmark uses Azure IoT capabilities to connect and manage any device, no matter what network environment it finds itself in.
What is Lexmark's approach to digital transformation?
Lexmark has leveraged Microsoft Azure to digitally transform its service organization by integrating all data repositories and digital workflows into a single cloud-based system. This transformation has improved customer experience, enabled predictive service capabilities, and enhanced support center efficiency, allowing Lexmark to offer IoT solutions to small and medium-sized businesses.
How has Lexmark improved customer service efficiency?
Since adopting Azure, Lexmark has reduced call center handling time by 25% and improved technician efficiency by 20%. The integration of Azure's capabilities has allowed for optimized service dispatch routes and enabled support agents to remotely resolve 70% of customer issues.
What impact has Lexmark's digital transformation had on revenue?
Lexmark's digital transformation has led to 40% of its revenue now being contractual or recurring. The company has also expanded its IoT solutions beyond printing, applying its cloud-based capabilities to various connected devices, which has opened new revenue opportunities.
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