Fuji Xerox Asia Pacific Operations
Regional Customer Support Strategy
Justin Russell
Manager, Technical Support Centres
February 2010
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Agenda

The Need for Change

Regional Customer Support Strategy

What is eSupport

Our Regional Solution

Successes to Date
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
‘Xerox & Fuji Xerox
Your Global Business Partners’
Xerox is Global Leader in the document
management business, offering the most
innovative array of products, services
and solutions in the industry.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
‘Xerox & Fuji Xerox
Your Global Business Partners’
Xerox Innovation
First Copier with Built-In Diagnostic Microcomputer
First Laser Printer
Client Server
Architecture
Personal Distributed
Computing
First Multi-Beam
Laser
Ethernet (Protocol)
First WYSIWYG & Commercial Mouse
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
FX Corporate Structure
Xerox Corporation
USA
25%
Fuji Photo Film
Company Japan
75%
Fuji HQ:
Xerox
Tokyo, Japan
International Business Group (IBG)
HQ: Singapore
Fuji Xerox Printer Company (FXPC
__Fuji XeroxHQ:
Australia
Sydney, Australia
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
International Business Group
FX Korea
FX China
FX Taiwan
FX Thailand
FX Hong Kong
Vietnam (ICO) **
FX Malaysia
FX Philippines
Indonesia (AG) **
FX Australia
FX Singapore
FX – Operating Company
** - Joint Venture
FX New Zealand
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Did you Know?
Today‟s 21 year olds have sent over
250,000 emails or instant messages.
More that 50% have
created content on the web.
Young workers want to do
business with us via the
web.
© Mark Prensky, Digital Natives, Digital Immigrants 2001 & Did You Know shifthappens.wikispaces.com
© 2009
2008 Fuji Xerox Co., Ltd. All rights reserved.
8
The Need for Change….
Address Market
Pressures
Improve Productivity
of Customer Service
Improve Customer
Loyalty
- Price deflation
- Growing MIF
- Revenue opportunity
- Reduce support costs
- Improved OGM hours
-„Easy‟ to do business with
- 24 x 7 availability
- Improve response times
- Quality of Support
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Regional Inconsistency….
FX Korea
FX Taiwan
CC
CSC
BSG
TSC
TSC
SW
Help
Desk
FXPC
CC
FXPC
CC
FX China
FX Thailand
BSG
Help
Desk
CCC
FX Hong Kong
XOS
CC
TSC
Help
Desk
XOS
FX Malaysia
CC
BSG
FXPC
TSC
BSG
FX Australia
TSC
FX Singapore
CC
Help
Desk
FXPC
CC
FXPC
TSC
XOS
CAC
BSG
FXPC
TSC
FXPC
CC
CCC
XOS
FX New Zealand
BSG
FX Philippines
CC
Help
Desk
CC
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
FXPC
CC
BSG
BSG
Help
Desk
XOS
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Regional Customer Support
Our Vision
•
•
•
•
•
•
•
•
Productivity & Profitability - adding value to each OpCo
and Fuji Xerox as a whole
Connectivity & Consistency across the region with quality,
innovative, customer centric support
Our customers are able to utilise eSupport framework to
resolve issues and are supported by highly skilled staff who
direct customers to the right support solution. 24/7 specialised support at a
click.
Sustainability of Customer Support Services
A strategy that is responding to technological and generational needs of our
customers
Delivering improved resolution rates, with increased reliability for our office
customers, and increased uptime and profitability for our production customers
Increasing staff skills, knowledge and career path opportunities through
knowledge sharing and best practices
Staying ahead of the curve and creating a point of difference to our competitors
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
12
Regional Customer Support Strategy
Objectives
1. Provide benchmark customer experience & ensure that is consistent for all Fuji
Xerox customers
2. Establish a Sustainable centralised Customer Support business model
3. Capture Voice Of Customer to ensure efficient response,
understanding and continuous improvement
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
13
IBG Customer Support Strategy
In Scope
Out
Of Scope
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
• All 10 regional countries (excluding Indonesia and Vietnam)
• Customer Administration
 general enquiries and billing information collection
 machine relocation mangement
 Voice of Customer lodgement
• Service and Support
 call lodgement (call centre)
 technical support (help desk)
• Supplies Ordering
 consumables, toners, paper, transparencies etc…
• Opco reception
• Customer Administration
 credit and debit management
 equipment order entry
 Voice of Customer management
• Service and Support
 Pre-sale/Professional Services
 Implementation and Installation
 Local service call dispatch and coordination…
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
eSupport Pyramid
SLA
Resolution
rate of
80%
OPCO
ONSITE SERVICE
Direct
Support
eService
Licences
Consumable
Replenishment
eAssist
Self Help
(OSA)
IBG OSC
SELF HELP
Software
XOS
Auto Alerts
SW/Drivers
XSM
OSC
Engagement
IBG CSC
TELESUPPORT
Analyst/
Engineer
eLogging
(XSP)
eLearning
(QDI)
FUJI XEROX CORPORATE WEBSITE
© 2009
2008 Fuji Xerox Co., Ltd. All rights reserved.
Less than
3%call
abandon
rate
Command
Centre
IBG TSC
TECHNICAL
SUPPORT
Average
30 minute
initial
response
SLA
80% calls
Answered
within 20
seconds
16
IQ Check
Tool
SLA
Resolution
Rate 50%+
Drivers +
self help
for
launched
products
Faster Response and Resolution
RESOLUTION
TIME
OPCO
1-3
Hours
ONSITE SERVICE
Command
Centre
TSC
30IBG
Minutes
TECHNICAL
SUPPORT
Direct
Support
eService
Licences
Consumable
Replenishment
eAssist
Self Help
(OSA)
OSC
30IBG
Seconds
SELF HELP
Software
XOS
Auto Alerts
SW/Drivers
XSM
OSC
Engagement
CSC
5IBG
Minutes
TELESUPPORT
Analyst/
Engineer
eLogging
(XSP)
eLearning
(QDI)
FUJI XEROX CORPORATE WEBSITE
© 2009
2008 Fuji Xerox Co., Ltd. All rights reserved.
17
IQ Check
Tool
The Opportunity
eSupport current state FY2008
100
90
80
70
60
%
of
onsite 50
Calls 40
51%
eSupport
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
On Site
10%
11%
FXP
FXTH
IBG
10%
FXTW
FXK
13%
FXS
14%
23%
22%
FXCL
15%
18%
FXHK
FXA
10
0
FXM
35%
FXNZ
30
20
5 Year Target
*2008
2013
84%
OPCO
IBG TSC
7%
8%
1%
50%
ONSITE SERVICE
Analyst/
Engineer
Direct
Support
Command
Centre
CPRD
IBG CSC
CUSTOMER
Drivers
eService
XOS
Auto
Alerts
OSA
eLogging
TECHNICAL SUPPORT
XSM
Software
Licences
Consumable
Replenishment
TELE-SUPPORT
XSP
eLearning
SELF HELP
8%
24%
18%
Software
Updates
FUJI XEROX CORPORATE WEBSITE
IBG current status
*Excludes FXA
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Planned state
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Benchmarking
•
ORACLE
•
MICROSOFT ASIA PACIFIC

Premier accounts
•
XC (partly outsourced – IBM offshore)
•
XE (outsourced – IBM offshore)
•
FX
•
Dell
•
Outsource providers
•

MIROFCOMLINK (Philippines)

800Telesales (China)
AMEX (outsourced/offshore – bringing back in house)
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Regional Solution
Seoul, Korea
(30 seats)
TSC
TSC
Shanghai, China
(130 seats)
CSC
China
HK
Taiwan
Korea
Vietnam (ICO)
CSC
Kuala Lumpur, Malaysia
(80 seats)
CSC
China
HK
Taiwan
Korea
Sydney, Australia
(CSC – 60 Seats)
(TSC – 55 seats)
CSC
Malaysia
Thailand
Philippines
Singapore
CSC
CSC
Australia
NZ
CSC – Customer Support Centre
TSC – Technical Support Centre
OSC – Online Support Centre
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
OSC
TSC
TSC
Australia
NZ
Thailand
Malaysia
Philippines
Singapore
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Online Support Centre
Objectives:
•
Provide intuitive and consistent customer support

•
on the web for all FX customers in IBG OpCo‟s.
Make it easy for customers to access localized
support resources, administration and supplies:
•

Knowledge bases, Solutions, “How To”

Drivers, Downloads, Documentation

Professional document templates

Administration (meter readings)

Supplies

Service call logging & tracking
Provide customers with an effortless way to give
feedback or obtain OpCo information (such as phone
numbers, email, site addresses, sales information,
products)
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Self Help Layer
FUJI XEROX CORPORATE WEBSITE
From this….
Long pages of products
(customer must scroll
down).
Not user friendly.
Not a scalable solution.
Product selection is
complex or in long drop
down lists.
FX language – we use our
product “families”.
Not customer language.
Support pages have too many
choices. The “call to action” is not
clear to our customer.
© 2009
2008 Fuji Xerox Co., Ltd. All rights reserved.
25
To this….
Support page is clean &
consistent. Drivers, Support
resources all accessible
from one place
The search will
offer matching
models as the
customer types,
which replaces the
long pull down
lists that currently
exist
OpCo corporate
website.
© 2009
2008 Fuji Xerox Co., Ltd. All rights reserved.
26
Drivers for the novice and the expert
Did you Know?
Most visitors to online
support are “new” or
“infrequent” customers.
Did you Know?
Two thirds of customers that
come to online support are
looking for Drivers.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
27
Localized for each regional country….
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
28
Customer Support Centres
3 Centres – Sydney, Shanghai and Kuala Lumpur
Tele-Support
Comprehensive portfolio of services providing benchmark levels of
responsiveness, resolution and service excellence
FUJI XEROX CORPORATE WEBSITE
Services provided include:
• Diagnosis and troubleshooting of support issues with a view to resolution
• Issue analysis to ensure that the right resource is allocated for resolution
• Escalation to Technical Support teams if the issue cannot be resolved in
the first call
• Processing of requests for consumables and licences
• Processing of specific account administration requests including invoicing
queries
• Proactive monitoring of devices for priority customers including
organisation of appropriate support resources for any issues
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Customer Support Centre
The key focus of the Customer Support Centre is fixing the customers problem in minutes,
not hours. Working with the customer is critical in being able to achieve this.
Our Customer Support Representatives work to diagnose the problem by engaging the
customer in simple troubleshooting steps to resolve the issue. This will involve our
representatives asking series of questions to pinpoint the issue and work though a
resolution with the customer.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Technical Support Centres
2 Centres – Sydney and Seoul
Moving our technical expertise closer to our customers
Technical Support
FUJI XEROX CORPORATE WEBSITE
• Provide technical phone support to full range of Fuji Xerox product – Office,
Production and Software
• Team consists of highly skilled and industry certified IT professionals
• Access to state of the art laboratory facilities to assist in replicating customers
issue and working towards prompt resolution
• Key focus on both responsiveness and maximising resolution
• Extensive utilisation of remote support tools – reactive and proactive support
• Collaborate with onsite field staff where necessary to assist in expediting
resolution
Consistently achieving 85% responsiveness and resolution
rates
Sydney Centre is SCP Certified (3 years in a row)
Seoul Centre is preparing for SCP Certification early 2011
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
What is LogMeIn Rescue?
A key tool used in both the Sydney and Seoul Technical Support
Centres that enables the Support Engineers to provide true
remote support in resolving customers reported technical
issues.
.
The Support Engineer can initiate an online desktop sharing session, collaborating with
the customer online to further expedite the troubleshooting process, significantly
reducing resolution time, further increase resolutions within the Technical
Support Centres……reducing the need to dispatch on site resources.
From a customers perspective it is just like having a technician on site!
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Accumulative Results
TSC Resolutions: LogMeIn v Telephone
6000
Escalations that would of previously
gone to field or taken considerably
longer to diagnose/resolve
5000
1065
627
412
468
4000
546
LMI Resolve
Telephone Resolution
3000
2000
1000
0
Sep-09
Oct-09
Nov-09
Combined TSC Support
Opco's **
Sep-09
Total Monthly Volume
5302
Total Monthly Resolutions
4548
LMI Usage (Sessions)
770
LMI Resolution Rate
81%
Oct-09
5120
4415
559
74%
Dec-09
Nov-09
5329
4609
615
76%
Jan-10
Dec-09
4900
3958
655
83%
Jan-10
6159
5248
1275
84%
** Includes: Australia, New Zealand, Korea, China, Philippines, Malaysia and Singapore (from January)
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
What do our customers say about their
How do you rate your experience with
this remote support technology?
experience?
How would you rate our Support
Engineers use of this remote support
technology?
2%
1% 3 %
22%
2 1%
Very Satisfied
V e ry S a t is f ie d
S a t is f ie d
Satisfied
D is s a t is f ie d
Dissatisfied
V e ry D is s a t is f ie d
Very Dissatisfied
75%
76 %
How satisfied are you with this remote
support experience?
1%
1%
2 1%
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
77%
September 2009 – January 2010 (inclusive)
35% response rate (1363 customer responses to 3874 requests)
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Support Assistance Options
Customer may resolve
the issue by using online
support.
Support Issue Escalation to the Technical Support Centre
where a wide range of software issues can be replicated
in our purpose built labs and resolved remotely and
instantly.
Customer Support Centre
Customer Support
Required
Self Help
Technical Support Centre
Resolution
Customer places
support request via
telephone, email,
fax or web
Available 24 hours a day,
7 days a week
Resolution
The issue may be resolved in the first
instance by the Customer Support Centre,
or, escalated to be resolved remotely by our
technical specialists in the Technical
Support Centre.
Direct customer
support and
troubleshooting with
a view to resolution
Troubleshooting and
analysis allows the
right selection of the
right resource to
resolve the issue
Resolution
Resolution time in minutes and seconds
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Alternatively , it may be resolved at the
customer site with one of our infield support
people.
Resolution
If there is a need for us to
be onsite
we will respond quickly
to minimise
any downtime
Field Support On Site
Engineer Support at the customer site to resolve
issues.
Resolution time within 2- 4 hours
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Implementation Plan Summary
Australia
Philippines (CSC)
New Zealand
Taiwan
Malaysia
Hong Kong
Korea (CSC)
Thailand
Cust. Admin
Singapore
Philippines (TSC)
Supplies
Telephony/CTI
New Regional
Support Web Site
Case Management
System
COMPLETED
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
IN PROGRESS
PLANNED
The Opportunity
eSupport current state FY2008
100
90
80
70
60
%
of
onsite 50
Calls 40
52%
eSupport
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
On Site
10%
11%
FXP
FXTH
IBG
10%
FXTW
FXK
13%
FXS
14%
23%
22%
FXCL
15%
18%
FXHK
FXA
10
0
FXM
35%
FXNZ
30
20
Current State
Did you know?
1% - 16,200 Customer Resolutions
eSupport current state
100
90
80
70
60
%
of
onsite 50
Calls 40
49%
eSupport
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
26%
25%
On Site
10%
IBG
12%
FXP
19%
FXTW
FXK
FXHK
FXNZ
FXA
15%
19%
FXS
25%
FXCL
10
0
41%
FXTH
41%
FXM
30
20
Current State
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Change Management Strategy
Vision &
Scope
Leadership &
Governance
Communication
Stakeholder
Engagement
Change
Management
Cultural
Transformation
Risk
Management
Evaluation
Strategies
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Skills &
knowledge
education
Change Management is a key driver of success
The key factors for transformation are organisational rather than technical
Sponsorship of Senior Management
82%
Fairness with staff
82%
Involvement of staff in change programs
75%
Honest, quality communications
70%
Good training programs
68%
Clear performance measures
65%
Focusing on culture/skill change
62%
Using internal champions
60%
Availability of resources for program
48%
Software functionality
44%
System performance
35%
Realistic program planning
31%
Source: IBM Institute for Business Value 2004
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Transition Model
Stage 1
Pre
Engagement
Outcome
Stage 2
Initial
Engagement
Outcome
Stage 3
Project Plan
Development
Outcome
Outcome
•The OpCo Executive
understand the strategic and
financial objectives of the
regional strategy, including
the involvement and timeline
for the OpCo transition.
•Identified OpCo
stakeholders have an
understanding of the
regional strategy objectives
and the impact of the
strategy to the local OpCo
•
•Key OpCo stakeholders for
the lines of business
included in the regional
transition are identified.
• A high level OpCo
transition timeline to be
agreed and for persons of
interest within the local
OpCo to be identified and
briefed on strategy.
Project Plan to include:
•Objectives and measures of
transition success agreed.
•A Project Lead is identified
within the OpCo
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
•OpCo and APO Project
team to gain a
comprehensive
understanding of the OpCo's
current business state in
relation to the transition,
including issue and risk
mitigation.
Stage 4
Project
Implementation
APO Project team have
compiled a detailed
OpCo Project Transition
Plan and for it to be
signed off by the OpCo
MD/President.
• Project to be implemented
within scope and
timeframe, aligned to
project measures resulting
in successful go live.
Stage 5
Post
Implementation
Review
Outcome
•A Post Implementation
Review is conducted to
ensure the project transition
deliverables have been
achieved and actions for
areas of continuous
improvement implemented.
Implementation Activity
may include:
Post Review may include:
 Critical Success Factors
Transition Process Mapping
Performance Data and KPI‟s
 Go Live Criteria
Systems and Contingency
Planning
Customer feedback
 Project Objectives & Scope
 Assumptions, Dependencies
and Constraints
Communications
 Project Resourcing
Risk Management
 Communications Plan
Training Development
 Transition Activities Plan
and Timeline
Training and Cultural
Orientation
 Issue Mitigation Plan
Transition Trial/User
Acceptance Testing
Project Meetings/Status
briefings
46
 Staff feedback (APO and
opco teams)
Post implementation review
with the APO and Opco Project
Teams
 Agreement of next steps
 De-brief opco MD/President
on review outcomes
Fuji Xerox
Customer
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.