About Fuji Xerox Singapore
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About Fuji Xerox Singapore
- 1. Fuji Xerox Singapore Innovating the future documents
- 2. A Journey Spanning More than 5 Decades Solutions and Services Customer Dream Service Sustainability & Corporate Social Responsibility (CSR) 3 5 7 9 Contents Providing Best customer service, Operating our business in sustainable ways, Continuously developing innovative solutions, – these are the three things that matter most to our company. Bert Wong, CEO, Fuji Xerox Singapore
- 3. ’62 ’65 ’91 ’93 ’96 ’98 ’95 Implements company-wide environmental policy • Singapore executive print innovation center “epicenter” was set up (one of the four epicenters in Asia) • Launched Xerox iGen3® Digital Production Press, the first of its kind to achieve full-color for large volumes of invoices and statements at 100ppm • Achieved ISO 14001 (Environment Management System) ’08 ’04 Operations of first Integrated Recycling Centre in China begin ’09• Xerox Corp. and Fuji Xerox Co., Ltd. are voted leaders in the Document Process Outsourcing (DPO), according to the 2009 Black Book of Outsourcing • Achieves zero-landfill policy • Establishes new carbon emissions reduction targets (30% reduction against 2005 levels across the product lifecycle by 2020) • All of Fuji Xerox’s production and development facilities (13 affiliates) achieve zero waste to landfill ’10• Opens Regional Solution Support Centre to bring new standards of service and solutions to customers • ApeosPort-IV C3370 features the IH technology and won the BLI 2010 Outstanding Achievement Award for Energy Efficiency • Won the Excellence Award from the Nikkei Global Environmental Technology Awards for achieving world’s fastest start up time of three seconds for a fuser in a multi-function device • Launches Go Green workshops to share green office practices with companies. 1970 1980 1990 ’11 2000 • Fuji Xerox was established as a joint venture between Fuji Photo Film and Rank Xerox • Launched the industry- first plain paper copier, Fuji Xerox 914 ’87 Fuji Xerox was set up in Singapore Launched the Fuji Xerox Xero Printer 100, the world’s first machine incorporating print and copy functions Launched Digital publishing system, DocuTech® Production Publisher Model 135, the first fully integrated “print-on-demand” publishing system Achieved ISO 9001 (Quality Management System) Achieved Singapore Quality Class FX Palo Alto Laboratory (FXPAL), a leading multimedia research laboratory was established by Fuji Xerox Co., Ltd. ’12• Fuji Xerox is ranked among Singapore’s Top 10 Superbrands • Garners Work-Life Achiever Award by Ministry of Manpower Tripartite Committee. • 1st in Southeast Asia to obtain all 3 Fogra accreditations (Digital Print Expert (DPE), Contract Proof Creation (CPC) and Process Standard Digital (PSD)) • Wins inaugural HRM Award for Best Environmental Practices • Fujifilm Holdings acquires the business process outsourcing division of Salmat and renames it Fuji Xerox Document Management Solutions • Launches Mobile and Cloud Document Management solutions ’13• Wins HRM Award for “Best Engagement Strategies” • Wins “Excellence in CSR Practices” accolade from Human Resources • Ranked 1st for 3 consecutive years in MarketProbe Competitive Market Survey • Fuji Xerox Singapore publishes its first Sustainability Report • Launched DocuWide C842, world’s fastest wide format color printer • Leader in 21 consecutive quarters for IDC A3 MFD market since 2008 • Xerox and Fuji Xerox positioned in Gartner Leaders Quadrant of Managed Print Services report • Wins the Asia’s Best Employer Brand Award • Earns certification under the prestigious Service Capability & Performance (SCP) Standards • 30 FograCert Digital Print experts certified in the Asia Pacific region 2010 Fuji Xerox Singapore continues... A Journey Spanning More than 5 Decades Introducing Fuji Xerox Singapore Transforming your Documents to Knowledge Fuji Xerox Singapore is a fully owned subsidiary of Fuji Xerox – a joint venture between FujiFilm and Xerox Corporation set up 50 years ago. Today, Fuji Xerox is undisputedly a world leader in providing document and knowledge management solutions and business process outsourcing services. We have a global reach in 160 countries and a global staff strength of more than 170,000. Established in 1965, the same year Singapore gained its independence, Fuji Xerox Singapore has evolved to become the country’s leading provider of innovative document solutions. Offering the industry’s most comprehensive range of enterprise, business and document management services, Fuji Xerox delivers strategies catered towards enabling people and businesses to share knowledge across all platforms seamlessly. Our team of over 800 staff comprising the industry’s best talents and professionals from all over the world are committed to provide distinctive customer service, so our customers can achieve maximum business efficiency and sustainability objectives.
- 4. Solutions and Services Enabling Businesses to Accelerate Enterprises today faced increasing challenges from explosive data growth. At Fuji Xerox, we are always looking for exceptional ways to help our customers use Big Data from documents to provide the relevant business gains and transform their business processes. With the most extensive portfolio of document solutions and services in the industry, customers can be assured of the right customised tools and strengths, regardless of industry or size. Business Office Solutions • Office efficiency software • Multi-function devices (MFDs) (Print, Copy, Fax, Scan, Email) • Cost-tracking solutions • Mobile document and e-forms solutions • Document portal • Cloud connectors to document management solutions • Mobile print service Production Solutions and Services • Digital production presses and printers • Pre-press workflow automation solutions and services • Color management solutions and services • Document workflow automation solutions and services • 1:1 marketing solutions • 1:1 experience service • Business development services • Wide format printers Office Printers • Network printers (Mono / Color) • Multi-function printers Document Supplies • FSC certified paper, PEFC* certified paper and recycled paper • Printer toner cartridges • Business office machines (Shredders, Binders, Lamination) *Program for the Endorsement of Forest Certification Enterprise Document Solutions • Content management solutions • Infrastructure solutions and services • Business process services • Business operations solutions • Cloud solutions and services • Datacenter managed services Document Processing and Outsourcing Services • Enterprise print services • Marketing and communication services • Document supply chain management services The only way to succeed is to seek new ways to differentiate, to surprise and delight our customers all the time. To achieve that, we invested in Fuji Xerox digital technologies to produce customized print jobs and also helped grow our print volume by 300% Damien Goh, Managing Director Instead of dumping technologies like what some vendors do, Fuji Xerox brought a change management process to coach and train not only their own staff, but our lawyers and legal secretaries, so that they know what services are available to them and what technologies can now do for them. Justin Young, General Manager We were looking to provide state-of-the-art integrated print, copy and scan functionalities to our teachers and students in a cost-effective and manageable way. The combination of Fuji Xerox devices and Equitrac software has done this perfectly. Ben Morgan, Director of IT Drummond Printing Clifford Chance United World College of South East Asia 40%time freed to focus on core business 25%decrease in paper consumption 300%increase in business volume Fuji Xerox has helped us to take the first step into the digital printing business. We have not only expanded our product offerings through hybrid applications, increased revenue by 20% but have also saved around 40% in costs through using digital on short run print jobs compared to printing on offset. Junia Phua, Managing Director Generic Print 40%cost-savings through using digital printing for short print run jobs The idea of setting up a Centralised Print Centre was innovative and brilliant - a solution that no one else was confident of implementing but Fuji Xerox, who has a strong track record in this area. Bill Leung, Director of IT OrangeTee2400users’ print requirements fulfilled by centralised print room
- 5. Customer Dream Service Delivering Exceptional Customer Support for Proactive Resolution *Service Capability & Performance Standard (SCP). This certification allows our customer support operation to be benchmarked against worldwide best practice within the technical support industry. Electronic Partnership Broadband (EP-BB) A hassle free device management EP-BB is a suite of secure, functional, device management services that proactively monitors for issues and maintains and replenishes the supplies of any printing infrastructure from a single point of management. Production Remote Services (PRS) Ensuring continuous uptime for your digital press PRS is a cutting edge service which ensures that continuous uptime is sustained with our digital press devices. Using the data logs sent online from Fuji Xerox digital press, our team is able to track, monitor as well as forecast the machine health so that all likely problems can be solved even before it happens. How satisfied are you with how our support engineer handled your recent support request? Maintaining Business Uptime through Customer Dream Service Voice of Customers - Feedback from 4,500 customers in 2012 97% Total Satisfaction 83% 14% 2% 1% Very Satisfied Dissatisfied Satisfied Very Dissatisfied Overall, how would you rate the support you just received? 97% Total Satisfaction 77% 20% 2% 1% Very Satisfied Dissatisfied Satisfied Very Dissatisfied Service excellence is a defining cornerstone of Fuji Xerox. Our customer support framework is focused on providing fast resolution and proactive services, so we are always one step ahead and exceeding customers’ expectations. Beyond the company’s products and solutions, Fuji Xerox has a complete infrastructure harnessing multiple technologies for remote, online and onsite applications. The eSupport strategy we have developed has allowed us to employ the technology to seamlessly engage our customers in the support process. We are able to provide our customers with online and web applications which not only provide enhanced issue resolution and fault fixing capabilities, but further provide pre-emptive monitoring capabilities allowing issues to be identified before they become incidents. We have the most comprehensive portfolio of knowledge bases, online applications and remote diagnostics in the industry. Our online 24 x 7 support and technical support centres (in South Korea, Malaysia and Australia) have achieved the SCP* certification. Our comprehensive support framework also ensures that our team of highly trained technical service engineers is fully briefed with all relevant background information on customer issues before they arrive on-site to effect repair. Fuji Xerox’s investment and commitment to customer excellence and customer loyalty were recognised when we were ranked first in the 2010, 2011 and 2012 MarketProbe Competitive Benchmarking survey conducted in Singapore. Regional Solution Support Centre (RSSC) Premium services for solution management RSSC is a premium service that bridges the gap between hardware and software support and goes beyond the traditional one-size-fits-all approach and tailors the support services to meet customers’ solutions and business processs needs. IT Concierge Services (ICS) Getting the best solution for your IT needs ICS enables companies to outsource important IT requirements to Fuji Xerox. Leveraging on our support infrastructure, customers can ensure that they get the best support for their IT needs such as networking, workflows, local area networks, data storage, security, vendor management, internet and email access.Online Support • Self Help (Knowledge Bases) • eLearning • Download Drivers / Software Patches • Log Support Calls Online • Green Reports • Image Quality Check Tool 5 min 10 min 30 min 2 - 4 hrs Based on April 2012 – March 2013 data Customer Support Service Framework Resolution Time Phone Support • 1st Call Technical Resolution • Proactive Support • Enterprise Print Solutions / Managed Print Solutions • Consumable Replenishment • Document Solution Enquiry Technical Helpdesk Support • Direct Technical Support • Remote Engineer Support • Customised Solutions Support On-Site Support • Mobile Engineers • Production Remote Services 29% Resolved through Online 11% Resolved through Phone 13% Resolved through Remote 47% Resolved through On-Site Fuji Xerox predictive monitoring service has reduced downtime by 30%. - Ivan Tan, Managing Director, Eazi Printing Fast and efficient support. Within minutes of sending my request, customer support called and within half an hour, service engineer called and the problem was resolved. Thank you. - Exon Enterprise
- 6. Sustainability & Corporate Social Responsibility (CSR) Solutions with a Heart - Doing Well and Doing Good Amongst our set of core values lies the commitment and focus on global sustainability – a focus that manifests itself in the integration and support of our customers’ CSR as well as placing our environment at the core of everything we deliver. Fuji Xerox is currently the only organisation in the industry that weaves sustainability into every step of our value chain, from procurement and manufacturing, to eco solutions and even having our own integrated recycling centre so products get a second life. Fuji Xerox 360⁰ Sustainable Value Chain™ 5 Environmental Performance since 2003 CSR Programs 42.9% 22% 39%51.3% Supporting Charities The 1000 Enterprises for Children-in-Need • Children’s Cancer Foundation (since 2007) • The Boys’ Brigade (since 2007) • Student Advisory Centre (from 2010 to 2012) • Singapore Children’s Society (since 2012) • Habitat for Humanity (since 2012) Pledge our participation to Singapore Children’s Society - The 1000Enterprises for Children-in- Need initiative for 2013 Doing Well, Doing Good initiative Habitat for Humanity – Batam Build Charity Golf Event Raised $1,750where SGD$2 is donated to Singapore Children’s Society for every compliment received from our customers More than 1000employees, customers and partners have participated to help eliminate poverty housing in Batam 1500employees have adopted a “Christmas Wish”, fulfilling the wishes of disadvantaged children Reduction in office paper usage Reduction in diesel consumption for delivery vans Reduction in electricity usage Reduction in carbon dioxide (CO2 ) emission *Apeos-IV & DocuCentre-IV models *FSC - Forest Stewardship Council *CRU – Customer Replaceable Unit HRM 2012 “Best Environment Practices” award Human Resources Excellence Awards 2013 Gold Winner for “Excellence in CSR Practices” Solutions Awards 111,492 Increase in sale of FSC* certified green paper since 2003 Less power consumed by Fuji Xerox multi-function devices* Organisations attended free “Go Green” workshops since 2010 Student Visits to Fuji Xerox Student Advisory Lunch Box Fund Charity Movie Screening Adopt a “Christmas Wish” Over 350students and youths benefitted from the educational workshops/tours to our office, organised to help them gain insights to the corporate world Raised more than $110,000benefitting schools such as Hong Kah Secondary, West Spring Secondary, Ang Mo Kio Secondary and Telok Kurau Secondary $27,000 was raised at the event, with the full sum donated to Habitat for Humanity – Batam Build $25,000was raised for Habitat for Humanity at this Golf event which was attended by senior management, staff and customers who pit their skills against each other while collectively support a good cause Used toner cartridges & CRU* collected 53X 28-39% 250 99.99% Recycling ratio under Fuji Xerox “Zero Landfill” process
- 7. © 2013 Fuji Xerox Singapore Pte Ltd. All rights reserved. Xerox and the sphere of connectivity design are trademarks or registered trademarks of Xerox Corporation in the U.S. and/or other countries. Designed by designpod, Fuji Xerox Global Services. http://www.linkedin.com/company/Fuji-Xerox-Singapore http://twitter.com/fujixeroxsg www.fujixerox.com.sg http://www.youtube.com/user/FujiXeroxGlobal http://www.facebook.com/FujiXeroxSingapore Bert Wong, CEO, Fuji Xerox Singapore Digital Design Improvement at Fuji Xerox R&D Square Fuji Xerox R&D Square at Yokohama Fuji Xerox Quality & Assurance activity “Radio Frequency for Short Range Devices” Fuji Xerox mobile document management solution Fuji Xerox Singapore Sales Team Fuji Xerox Quality & Assurance activity “Semi-Anechoic Room for Acoustic Noise” Fuji Xerox Towers in Singapore Niigata EMC testing facility conducts tests on the effects of electromagnetic waves on electrical and electronic appliances Fuji Xerox Singapore ranked first in MarketProbe Competitive Benchmark survey for 3 consecutive years Fuji Xerox Color 1000 Press Recycling Work Cover page photo captions Chester Carlson wrote “10-22-38 ASTORIA” 10-22-38 ASTORIA
Notas del editor
- Note to Presenter: Present to customers, partners and prospects with an overview of Fuji Xerox Singapore and our solution and service offerings. (It is recommended that you include your name, job title, department and date on the cover slide. Please also work with other product/solution marketing teams to include the respective solution / service / case study slides in your presentation)
- Fuji Xerox is a joint venture between FujiFilm and Xerox Corporation 50 years ago. Today, Fuji Xerox and Xerox Corp jointly drive a world-wide annual revenue of $36billion. We operate in 160 countries; in Asia Pacific region, we have over 40 thousand staff that deliver a revenue of USD$14billion annually. Innovation is in our corporate DNA. 10% of our revenue goes into R&D annually. Our strong R&D culture has resulted in over 69,000 valid patents to-date in the areas of printing, service and digital imaging, paper, toners, and much more.
- Fuji Xerox Singapore was set up in Singapore the same year as our country sought to go it alone and seek independence. Today, we have more than 800 staff, of which each and every one of the staff member support our focus - which is one of continuous innovation in document technologies and providing sustainable practices and solutions for our customers. Our drive and focus on quality and developing a sustainable business started more than 10 years ago. We achieved the Singapore Quality Class certification 1 year after it was launched by Spring in Singapore; and achieved our ISO 14001 certification for effective environmental management in 2004.
- At Fuji Xerox Singapore, we recognise that our employees want to achieve greater harmony and integration between their work as well as family and personal commitments. We believe in providing a flexible and supportive work environment so that our employees will be able to better manage and integrate their personal, professional and social responsibilities. This helps improve company performance through improved employee morale, commitment and engagement. Motivated employees are more productive and committed to delivering exceptional customer experience which leads to higher customer satisfaction and retention.We weave our core values of “Fighting Spirit”, “Collaborate to Compete”, “Innovation & Learning” and “Care & Concern” into our work-life excellence programmes such that work-life excellence becomes our way of life in Fuji Xerox Singapore. Our strong corporate culture in promoting a great work place experience was recognised when we were awarded the Work Life Achiever’s Award in 2012.To further enhance our customer service experience, we embarked on the Customer Experience Program since 2011 to fine-tune our customer engagement processes so as to deliver outstanding customer experience for our customers.In July 2011, we were given the Asia Best Employer Brand Award. We are truly honoured to receive this award as it is a true testament of our company’s focus in its best assets – the people
- As the market evolves and customers’ requirements changed, our business has also transformed to meet their needs and to lead the way in innovation, system integration and document outsourcing. Our business has evolved from a product-led business to one that is focused on solutions and services. More than 70% of Fuji Xerox Singapore revenue to-date comes from our color, document management and business process outsourcing services areas. Moving forward, we will continue to focus on developing more sustainable, portable and high-value solutions and services for our customers. <Spend more time on solutions and services in the ’10>We continue to innovate in our digital print technologies, introducing to the market smart energy management multi-function devices, the first of its kind in the industry, as well as our cloud-based and mobile document management solution, mobile printing solution and more.Today, Xerox and Fuji Xerox combined are the world’s largest document outsourcing and business process outsourcing company. We offer a combined integrated global operations network of document imaging and hosting facilities in more than 160 countries. We have over 1,400 service professionals in Asia Pacific and 89,000 worldwide, working collaboratively and committed towards providing best practices in document management and outsourcing services for our clients globally.
- We provide the industry’s most comprehensive portfolio of document solutions and services, ranging from document technologies, services, software, supplies to document-centric outsourcing services. Supported by an unrivalled team of industry leading professionals in Singapore (we have close to 200 sales, marketing and consultants in FXS), as well as customer support professionals (we have close to 500 in the region), we are committed to help our customers achieve increased productivity and process efficiency gains through our innovative document solutions, while meeting their sustainability objectives and reducing costs.
- Achieving leadership in the document solutions market did not happen overnight. The accolades, awards and certification shown here reflects our focus and emphasis on developing the market and industry benchmark in the space we play in.We continue to be positioned in the leaders quadrant of the 2011 Gartner Managed Print Services report and IDC MarketScape report. Our efforts and results can be seen in the survey rankings conducted by established analysts firms. We are the leader in the 2012 A3 MFD market in Singapore; and based on the research done by IDC, Fuji Xerox Singapore has been leading the way in color for 17 consecutive quarters since 2008. We believe in investing heavily in the training and certification of our people. As of November 2011, 30 of our staff in the Asia Pacific region have been certified as the FograCert Digital Print experts, providing our customers with unparalleled expertise in workflow and color to help them in their business. Fuji Xerox Singapore is also the first company in Southeast Asia to obtain all 3 Fogra accreditations (DPE, CPC, PSD)*.In May 2011, we achieved the SCP certification for our service and support operation. SCP, otherwise known as Service Capability and Performance Standard, is a worldwide recognized standards certification program that establishes the service and support quality benchmarkfor Technical Service Support Centers/Help Desks. SCP standards measure the effectiveness of our customer support operation against worldwide best practicewithin the technical support industry. I will share with you in the later slides the benefits we’ve been able to provide our customers through our service and support team.We achieved a significant milestone in 2008 when we became the sole provider of Managed Print Services for the Singapore Government under the Standard ICT Operating Environment (SoE). The next 8 years will see us rolling out the standard printing environment and solution for the government agencies in Singapore. We have also, since 2007, been awarded the bulk tender to provide unified storage, server, virtualization and backup and archival solutions to the Singapore government agencies.
- Fuji Xerox 360º of SustainabilityTM is trademarked in Singapore. Please use this correctly.(Note to presenters: Above statistics are FY11 figures-updated as of 4 December 2012)Show the environmental initiatives & select not more than 3 that you think the audience will be interested. Give a brief description on the initiatives.You Print, We Plant Zero Landfill Policy (We have a policy “used products are not waste, but precious resources.” So we established recycling system in Japan, for the machines used in Japan. But that was not enough. We need to be responsible for all our direct market territory. So we built one in Thai, and collect old machines from Asia Pacific region, except from China. We made another on in China in 2008, collecting machines from all China.) Sustainable Paper Supplies Eco-friendly Certified Products GO Green Workshops- Singapore Green IT Certification Program (Collaboration with industry players to create a pool of competent green IT professionals, engage business owners using common language that they can understand, etc.) Green Practices (e.g. Think Before U Print, etc)Highlight the environmental benefits as shown in the slide. Point audience to the more relevant ones.More info about FX 360 of Sustainability:Fuji Xerox has a longstanding commitment to environmentally responsible product design, industry-leading print management services and solutions and an end of life resource recovery program that is second to none. Having committed decades of research, innovation and resources in this area Fuji Xerox has led the industry by embracing a holistic life cycle view across every aspect of how we manage our environmental performance.While our customers are focused on reducing energy, print and electronic waste inside their organisations, we have found that stage in the product life cycle is only part of the story.Since 2007 Fuji Xerox has been working with approximately 300 suppliers to address sustainability in the supply chain. This involved developing a robust set of standards based on the United Nations Global Compact and the Electronic Industry Code of Conduct. Complementing this is a detailed checklist which includes over 260 items across environmental, human rights, labour and business ethics areas. These results are fed into a plan-do-check-act framework to ensure improvements are implemented. We have recently extended this program from our manufacturing supply chain to our logistics providers. In 2009, we interviewed our primary distribution partners and asked them to perform self-evaluations.With the escalation of labour problems being reported in South China, Fuji Xerox of Shenzhen’s ethical procurement program is going all out to help our business partners improve their management.Ties between Fuji Xerox of Shenzhen and local suppliers have strengthened as they work together to achieve mutual growth.The Managing Director of a supplier company who has been manufacturing in Shenzhen for more than 20 years says “Fuji Xerox of Shenzhen’s Chinese staff, who are specialists in human resources and the environment, gave precise answers as to what the problems were and how we could resolve them.”Fuji Xerox is unique in addressing sustainability at every step in the value chain. From parts procurement through an extensive supply chain, to our manufacturing operations, to customer use and disposal of our products at end of life – Fuji Xerox has proven its commitment to sustainability at every step in the value chain.Fuji Xerox has embraced fundamental standards for quality, environment and safety at its manufacturing sites in Japan, China, Korea and Thailand. They have been ISO certified for 9001, 14001 and OHSAS since 2003 and all share a goal of zero waste to landfill. One particular highlight is the work that has been done in the Fuji Xerox manufacturing plant in Shenzhen, China. China is now the hub of the global manufacturing industry, however, many of China’s companies have little awareness of their responsibility to support their employees and the environment. Strikes surrounding these issues have caused problems for many manufacturers, who employ a new generation of workers, more aware of their rights and the value of their work. Fuji Xerox sensed the changing needs of their workers before their neighbouring factories, working to research and improve working conditions for their labour force since 2006. After an initial survey indicated low morale and little capability to communicate workplace issues, Fuji Xerox immediately set up their first Employee assistance program (EAP).This initiative opened up lines of communication between Management and the workers. As well as improving the working mindset and productivity, the program has set an example for other Chinese manufacturing plants.Fuji Xerox is well positioned to help our customers become more sustainable. Our technology and services are designed and managed to improve sustainability performance for customers.Fuji Xerox equipment features environmentally responsible design and energy efficient enhancements.Our document software and digital technologies reduce paper wastage.Our services enable clients to improve the efficiency of document intensive processes and optimise their equipment infrastructure to save costs and cut carbon emissions.As early as 1997 Fuji Xerox made a commitment to halve the energy consumption of its equipment. By 08/09 we achieved a 45 percent reduction on the average energy consumption of our equipment based on 1997 levels. In 09/10 Fuji Xerox released our most energy efficient devices to date. Our customers can benefit from energy reductions of up to 71 per cent when replacing old equipment with new.Fuji Xerox takes responsibility for all end-of-life products and remanufacture, reuse or recycle them to achieve over 99% resource recovery. By incorporating policies for end-of-life resource recovery into our product design process, we have avoided almost 28,130 tonnes of carbon emissions and 4,460 tonnes of new raw material requirement across all Fuji Xerox companies in 2009/10 alone. Across Asia Pacific, Fuji Xerox Company Limited has four state of the art remanufacturing, reuse and recycling facilities in Japan, China, Thailand and Australia, purpose-built to responsibly dispose of our products at end-of-life.
- Our customer support framework is focused on providing fast resolution (minimising downtime) and proactive services. Here at Fuji Xerox, the eSupport strategy we’ve developed have enabled us to harness the technology to engage our customers and provide them with online and web applications to resolve issues fast, and at times, even before they arise. We have the most comprehensive portfolio of knowledge bases, online applications and remote diagnostics in the industry. Our online support center (available 24x7) and technical support centers (in South Korea, Malaysia and Australia) have achieved SCP certification. Our Remote Technical support combines start-of-the-art technology and systems (including prognostic software which allows us to manage the performance of devices online BEFORE they encounter problems), this combined with industry certified professionals ensures we have a proactive service second to none that adds value to our clients business. <CLICK> to show OSC, CSC, TSC and FXS. <CLICK> to show response time <CLICK> to show resolution time.The averages for Singapore for FY2011 YTD are as follows.CSC - (approximately 180,000 incoming calls) Average response time is 12 seconds (however for the past 2 months it has been below 9 seconds).Average resolution time (approximately 11,000 resolutions YTD) in the CSC is under 5 minutes. TSC (approximately 20,000 cases) - The average initial response time is 13minutesAverage resolution time (18,000 resolutions) in the TSC for Singapore is:* 50% are resolved in less than 30 minutes* 15% resolved within 1 hour* 15% within 3 hours* 20% 3 hours + (these are cases we have sent a solution to the customer and are waiting for acknowledgement or implementation). [Note: The customer logs the issue with the CSC (12 seconds) and then we have someone from the TSC call them back directly.When the TSC Specialist receives the case, they may investigate before they call the customer, this way often when they speak to the customer they are ready with a solution. It is why we achieve such a good resolution time]We also have a team of well-equipped and highly qualified customer service engineers who will promptly carry out on-site servicing and maintenance of equipment when required. If the technical issues are unable to be resolved either online, via our call center or technical helpdesk, our service engineers will be briefed with all relevant background information about the customers’ issues (even ordering parts ahead) to enable the trip to be one that is focused on resolution and highly productive. A key tool used in our Technical Support Centers that enables the Support Engineers to provide true remote support in resolving customers issues is the LogMeIn or LMI rescue. We employ this real time remote access tool (using the same security levels as internet banking) with each session digitally recorded for the client to allow for online problem resolution. Many of our customers in the region have benefited greatly from our customer support services. This is apparent from the steep increase in uptake for our online support 5 years ago, 100,000 customers accessed online support, this year over 3 million customers will use the facility. A thirty fold increase in less than 5 years. This is exceeding our customer expectations, achieving 99% Total Customer Satisfaction with remote support (feedback from over 4,000 Singapore customers) and 55% of customers Very Satisfied with the service.The investment that our company has put into the customer support infrastructure has allowed us to continue improving the level of service we provide for our customers, increasing not only our customers’ but our productivity and reducing carbon emissions. A true win/win/win outcome.