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Fuji Xerox Asia

Fuji Xerox Asia achieves higher quality and lower cost with real-time customer care

With automated SMS-based processes, customer get faster response time for customer care

Expensive customer care calls used to be the bane for Fuji Xerox Asia.

To ensure top-notch service quality, their service engineers previously had to make up to four calls to headquarters per service visit they attended.

First, they would call to acknowledge they had received the assignment. When they arrived at the client’s place they would put in another call, and they would also call in if the servicing work took longer than expected. Finally, a call would be made back to headquarters when the job was completed.

Not unexpectedly, this meant that Fuji Xerox Asia spent quite a bit on call centre resources.

Additionally, the call centre personnel had to manually input all the information gathered from the engineer – like address and servicing time – into the database, which was a tedious and time-consuming process.

 

Customer Care Mobilization

Through a field force mobilization platform developed by Hello Technology, Fuji Xerox Asia found a perfect solution for its problem.

Instead of using phone calls, SMS are sent to the field service force instead. The field service force will reply using SMS, and the information is directly sent to the backend database without having to go through a manual key-in process.

By automating the process, expensive call centre resources are no longer needed. To get an idea of the size of call savings, one support SMS – at local telco rates – cost less than 10 cents per message, while an equivalent two minute call centre phone call costs a lot more, especially if you include manpower costs.

More importantly, as in any best-in-class enterprises who are constantly fine-tuning and improving their service quality to their customers, the field force mobilization platform offers the flexibility to fine-tune, enhance or extend the various processes to reach out to these field service force in the future.

Last but not least, the system is also ready to support more sophisticated data applications on higher end handheld devices such as smart phones or PDA. These extensions will allow more processes and tasks to be automated via other mediums such as automated voice calls, GPRS or 3G in the near future.

Scaling Up

There’s more.

Instead of having localized support solutions, six Fuji Xerox Asia country offices – Singapore, Malaysia, Thailand, Hong Kong, Korea and China – are using Hello Technology’s centralized platform to send SMSes to field service force within these countries.

The SMS are sent out from the headquarters in Singapore, and all the support data from the region’s engineers are collected via SMS and stored in the database here as well.

However, there were some serious challenges that Hello Technology overcame in providing this solution.

Service providers in all six countries had to be liaised with, and each branch’s IT network had to work smoothly with the Hello Technology messaging platform. Language problems were a barrier, and each local branch had their own reporting process previously.

Additionally, each telecommunications provider had different technical requirements, all of which require a skilled technical team to interface with. .

The Results

Fortunately, Hello Technology was more than capable for the task, both technically and in business process knowledge.

Because of Hello Technology’s close ties with partners and the telecommunications providers in the Asia Pacific region, we had the resources to provide this multi-country platform.

Another important benefit was that scaling up in this way also allows Fuji Xerox Asia’s management to track Asia Pacific’s support quality at a glance and do centralized reporting and audit, thus saving the company money as well.

Hello Technology is able to provision complex business solutions spanning multiple countries

Because of our close relationships with various partners and telecommunications providers in the region, we have the resources to do multi-country solutions. We also have the expertise in dealing complex and sophisticated process and technical requirements that arise from such a multi-country solution.

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