eSupport Advantage
Justin Russell
Customer and Technical Support Manager
Fuji Xerox Australia
Tuesday 14th February, 2006
Agenda

About Fuji Xerox Australia

What is eSupport?

Why eSupport?
- The FXA experience

Conclusion
‘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.
‘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
The Global Network
Xerox Corporation (25%)
Fuji Photo Film (75%)
Total Revenues: US$ 17 billion
Employees: 68,000
Total Revenues: US$ 23 billion
Fuji Xerox
Total Revenues: US$ 9 billion
Employees: 14,400
Committed to R & D: US$ 1.5 billion
Xerox Innovation
(P.A.R.C.)
Committed to Quality:
ISO 9001
ISO 14001
Fuji Xerox Australia
Darwin
Head Office
Cairns
Distribution Centre
Townsville
State Offices
Mackay
Alice Springs
Non-Metro Dealer
Rockhampton
Bundaberg
Maroochydore
Brisbane
Perth
Adelaide
Canberra
Bendigo
Ballarat
- 1,400 employees
Albury
Melbourne
- $530 million revenue
Hobart
Lismore
Coffs Harbour
Newcastle
Sydney
Our Business
Change Management
Current State
Assessment
• People
• Process
• Technology
People /
Culture
Process /
Performance
Management
TRANSFORM
Organization
Structure
Technology
Continuous Benchmarking & Performance Mgt.
Future Business
Model
• Operational
Excellence
• Cost Reduction
• Productivity
Enhancements
• Value Creation
• Better Content &
Document
Management
• Reduction of Suppliers
Divisional Overview
Customer Support Organisation
Customer Care Centre
• Multi media contact centre
- 7x24x365
- 42,500 interactions per month
• Central Point of Contact
• Responsiveness
• Resolution
- average 12% per month
• Customer Satisfaction
• Comprehensive Support Portfolio
Customer Education
Technical Support Centre
• Phone based technical experts
• Comprehensive knowledge
• Access to world class lab facility
• Responsiveness
• Resolution
- average 92% per month
National 2nd Level Support
• National technical product experts
• Extensive knowledge
• Access to world class lab facility
IBG Regional Technical Support
Field Service Teams
• Regional technical product experts
• Extensive knowledge
• National Field Service Engineer Team • Access to world class lab facility
• Access directly to product
• Metro and Non-metro coverage
development
• Responsiveness
•National Field Analyst Teams
• Onsite software support
• Network connectivity and initial training
• Pre Sales technical support
Product Management
Fuji Xerox Australia
Strategy
What is eSupport ?
eLearning
Self Help
(OSA)
Portable
Systems
eLogging
Remote
Diagnostics
Drivers
Software
Download
Direct
Support
eService
CORPORATE WEBSITE
CUSTOMER CARE CENTRE – Customer Care Centre
ON SITE SUPPORT – Engineer/Technician
What is eSupport?
 An integrated strategy
- not tactical
 Requires co-ordination
- co-operative systems and processes
- WEB interface
Why eSupport?
 Improve Customer Loyalty
- ‘Easy’ to do business with
- 24 X 7 availability
- Response times
- Quality of Support
 Productivity
- Revenue opportunity
- Reduce support costs
- Improved Reliability
Why eSupport?
- The FXA experience -
Onsite Service calls
Parts required
eSupport opportunity
Technical Support calls
No parts required
eSupport
Portable
Systems
Direct
Support
Drivers
ONSITE SUPPORT
eService
Remote
Support
Software
Download
Self Help
(OSA)
eLogging
ONLINE SUPPORT
WEB SUPPORT
(SELF HELP)
eLearning
CORPORATE WEBSITE
ON SITE SUPPORT – Engineer/Analyst
Portable Systems
eLearning
Self Help
(OSA)
Portable
Systems

eLogging
Remote
Diagnostics
Drivers
Software
Download
Direct
Support
PWS / PSW
- e-Docs
- Online diagnostics
eService
- Electronic bulletins
- Solutions database (Eureka II)

FIRES
- Portable service call receipt
- ‘Real Time’ parts replenishment
Direct Support

eLearning
Self Help
(OSA)

eLogging
Remote
Diagnostics
Drivers
Software
Download
Portable
Systems
Direct
Support
Technical Support Centre (TSC)
eService
10000
5000
0
2001
2002
2003
2004
2005
Predominantly software

Technical Experts
Regionally recognised centre of technical
expertise

Proactive monitoring of customer
equipment

Access to world class lab facility
- Average Response time 30 minutes
- >90% call resolution
20000
15000


30000
25000
First level Technical Phone Support
eService

Customer Care Centre (CCC)
eLearning

Self Help
(OSA)
eLogging
Remote
Diagnostics
Drivers
Software
Download
Portable
Systems
Direct
Support


Global Xerox product solutions knowledge
base tool
Problem solutions, how-to’s, FAQ’s etc..
Resolutions at first point of contact
eService
59,839
60,000
54,000
48,000
42,000
36,000
30,000
24,000
18 , 0 0 0
12 , 0 0 0
6,000
0
46,308
33,923
8,169
14,219
1,171
2000
2001
2002
2003
2004
2005
eService
Visible to agents only
Agents encouraged to
provide feedback if anomalies
are detected/solution missing etc..
Special Instructions for Agents
Action/Resolution Codes
Device Drivers
 Current Drivers for all Xerox products
eLearning
Self Help
(OSA)
Portable
Systems

eLogging
Remote
Diagnostics
Drivers
Software
Download
Direct
Support
Allows download of ‘patches’ and upgrades
via the Web.
eService
FXA Internet Activity
30000
60%
50%
Web
Transactions
20000
40%
30%
10000
20%
10%
0
0%
Sept Oct
Nov Dec
Jan
Feb
M ar Apr M ay Jun
Jul
Aug Sep
Oct
eLogging
 Allowing customers to log their own
eLearning
Self Help
(OSA)
Portable
Systems
eLogging
Remote
Diagnostics
Drivers
Software
Download
Direct
Support
requests for assistance
eService
 Features Include:
•
Searchable Solution Database
•
Online problem tracking
 Integrated with OSA and local
systems
eLogging
Self Help (OSA)
Online Support Assistant (OSA)
 Direct customer access to assistance
and solutions database
eLearning
Self Help
(OSA)
eLogging
Remote
Diagnostics
Drivers
Software
Download
Portable
Systems
Direct
Support
 Clear step by step instructions
eService

Clear images

Video files
 Ability to escalate support requests
electronically (eLogging)

24 x 7 availability
2005
40000
6000
5000
30000
4000
3000
20000
2000
10 0 0 0
1000
0
0
Jan
Feb
M ar
Apr
M ay
Jun
Jul y Aug
Sept
Oct
Nov
Dec
Enquires
2003
Resolution
2004
2005
Self Help (OSA)
Product Development
Product Documentation
Eureka
Online
Support Assistant
Training Material
Technical Support
Field Support
Self Help (OSA)
1.Select Product
2. Select Query
- Product Specs
- How to
- FAQ
- Solutions For
www.fujixerox.com.au/support
Instant Response
24 x 7 x 365
3. Follow instructions
Remote Diagnostics
Remote Diagnostics
eLearning
Self Help
(OSA)
Portable
Systems
eLogging
Remote
Diagnostics
Drivers
Software
Download
Direct
Support
eService
 CentreWare Web
- Office Equipment

Command Centre
- Production Equipment
 Web Ex
“Breathe Easy”
Command Centre
 Australian Technology Park –
Sydney Australia
 High Volume Production Products
 Proactive Support Model
Hardware and Software
 Centralised Issue Management
 Cooperative effort across all
levels of support
 Extensive utilisation of Remote
Support tools
Command Centre Concept
CUSTOMER SITE
SERVICE DATA
REMOTE VIEWING
COMMAND
CENTRE
VIEW SERVICE
DATA
SECURE
SERVER
Remote Diagnostics
iGen3 COMMAND CENTRE CALL DISTRIBUTION
MAY 04-Dec 05
NON HARDWARE
RESOLVED
SERVICE CALL
EARLY WARNING
HARDWARE
SERVICE CALL
35%
RESOLVED
53%
6%
*60% of problems resolved over phone
6%
eLearning
eLearning
eLearning
Self Help
(OSA)
Portable
Systems
eLogging
Remote
Diagnostics
Drivers
Software
Download
Direct
Support

eService
Web based training (point of need)
-
Capture CAM-PRO
-
Net Conferencing

Direct link from OSA

Online Documentation / manuals
Conclusion
eLearning
Self Help
(OSA)
Portable
Systems
eLogging
Remote
Diagnostics
Drivers
Software
Download
Direct
Support
eService
CORPORATE WEBSITE
CUSTOMER CARE CENTRE – Customer Care Centre
ON SITE SUPPORT – Engineer/Technician
• In 2005 FXA dealt with nearly 80,000 cases via e-Support initiatives, providing response
times of seconds and minutes rather than hours and days
• In 2006 up to 50% of customer support transactions will be solved by e-Support initiatives.
• eSupport provides a significant opportunity to improve the quality of support (response
times and reduce costs).
Questions