What This Means for Your Customers
The Automated Supplies Process delivers a smarter, hands-off approach to managing device supplies—reducing effort, improving uptime, and creating a better overall customer experience.
Key Capabilities
Automatic Replenishment
Devices connected to XSM automatically trigger supply orders—no manual intervention required.Eliminates Missed or Excess Orders
Prevents overstocking while ensuring customers never run out of supplies.Reduces Expedited Shipments
Improves delivery timing and accuracy, minimizing costly rush shipments.Centralized Management via FMP
Customers can view device activity, toner levels, and manage service requests through the Fleet Management Portal (FMP).
Value Proposition
For the Customer
No need to monitor toner levels or place manual orders
Full visibility into device and supply activity
Simplified, centralized experience through FMP
For the Business
Improved inventory accuracy
Reduced operational costs
Increased efficiency and predictability
When Automation Isn’t Available (Reactive Ordering)
For devices not connected to XSM, supplies can still be ordered through reactive channels.
Processing Expectations
Orders submitted via the XBS Supplies Portal or email
Processing time: 24–48 hours
Customers receive:
Order acknowledgment
Sales Order (SO) number
Tracking information within 24 hours
Regional Supply Order Support
Region | Hotline | |
Central | 1-800-321-4846 | |
MidAtlantic | 1-800-720-2277 | |
Midwest | 1-800-442-9070 | |
Northeast | 1-800-343-7777 | |
Southeast | 1-800-239-3025 | |
Southwest | 1-800-413-3526 | |
West | 1-800-769-2679 |
Device Connectivity Support (XSM Enablement)
For customers needing assistance connecting devices to enable automation:
Region | Hotline | |
Mid Atlantic | 860-667-2900 (Opt 3 → 3) | |
Northeast | 603-689-2395 | |
Southeast | 800-239-3025 (Opt 3 → 3) | |
Southwest | 800-413-3526 (Opt 3 → 3) | |
Central | 800-321-4846 (Opt 3 → 3) | |
Midwest | 630-771-8279 | |
West | 858-573-6300 (Opt 3 → 3) |
Escalation Guidelines (Internal Use Only)
Escalations should only be used when:
Issues have been unresolved for 48+ hours
There is a high business impact
Escalation Contact
Valid Escalation Scenarios
System failures (ASR, EA, XSM issues)
Missing or stuck orders, no tracking, backorders
Orders pending beyond SLA
Approved emergency shipments
Contract, fulfillment, or credit dependencies
Devices down 7+ days or site outages
Bulk order delays or status concerns
Why This Matters
Clear escalation criteria:
Prevent unnecessary escalations
Improve accountability
Reduce resolution time
Ensure focus on high-impact issues
Support Structure
Level | Responsibility | Contact |
Level 1 | Regional support handling standard issues | Varies by region |
Level 2 | Supplier Management (1–3 business days) | |
Level 3 | Senior Management (critical cases, 2–5 business days) |