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.