Slugfest In The Service Biz

Gene Dillon, a supervisor of print services at Sprint Corp.'s Westwood (Kan.) headquarters, had long complained to Xerox Corp. that its maintenance on five Xerox laser printers at Sprint's headquarters was too slow--and getting slower. Last year, he finally did something about it, contracting with Copier Services Unlimited, an independent service organization (ISO) that promised more attentiveness for less money. When Xerox learned that a competitor for this sliver of its service business had surfaced, the company dispatched a senior customer service official to Westwood to plead its case. But, says Dillon, "it was too little, too late."

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