© 2008 Fuji Xerox Co., Ltd. All rights reserved.
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.
The Need for Change
Regional Customer Support Strategy
What is eSupport
Our Regional Solution
Successes to Date
Agenda
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
‘Xerox & Fuji Xerox
Your Global Business Partners’
Xerox is Global Leader in the documentmanagement business, offering the mostinnovative array of products, services and solutions in the industry.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Xerox Innovation
First Laser Printer
Ethernet (Protocol)
First WYSIWYG & Commercial Mouse
Client ServerArchitecture
First Multi-BeamLaser
Personal DistributedComputing
First Copier with Built-In Diagnostic Microcomputer
‘Xerox & Fuji Xerox
Your Global Business Partners’
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
FX Corporate Structure
Fuji Photo Film
Company Japan
75%
Xerox Corporation
USA
25%
Fuji Xerox
International Business Group (IBG)
__Fuji Xerox Australia
Fuji Xerox Printer Company (FXPC
HQ: Tokyo, Japan
HQ: Singapore
HQ: Sydney, Australia
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
FX New Zealand
FX Australia
FX Korea
FX Singapore
FX Thailand
FX Taiwan
FX Hong Kong
FX China
FX MalaysiaFX Philippines
Vietnam (ICO) **
Indonesia (AG) **
FX – Operating Company
** - Joint Venture
International Business Group
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2009 Fuji Xerox Co., Ltd. All rights reserved. 8
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
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
The Need for Change….
Address Market
Pressures
- Price deflation
- Growing MIF
Improve Productivity
of Customer Service
- Revenue opportunity
- Reduce support costs
- Improved OGM hours
Improve Customer
Loyalty
-„Easy‟ to do business with
- 24 x 7 availability
- Improve response times
- Quality of Support
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
FX New Zealand
CCC
FX Australia
TSC
FX Korea
FX Singapore
FX Thailand
FX Taiwan
FX Hong Kong
FX China
FXPC
CC
CC
Help
Desk
BSG
FXPC
TSC
Help
DeskCAC
FXPC
TSC
CCC
CC TSCFXPC
CCCSC TSC
FXPC
CC
CCHelp
Desk
Help
DeskCC
FXPC
CC
BSG
BSG
BSG
BSG
FX Malaysia
TSCCC BSG
BSGFX Philippines
CC
FXPC
CC
XOS
XOS
XOS
XOSXOS
FXPC
TSC
Help
Desk
BSG
SW
Help
Desk
Regional Inconsistency….
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2008 Fuji Xerox Co., Ltd. All rights reserved. 12
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.© 2008 Fuji Xerox Co., Ltd. All rights reserved. 13
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.© 2008 Fuji Xerox Co., Ltd. All rights reserved.
IBG Customer Support Strategy
In Scope
• 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…
Out
Of Scope
• 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.© 2009 Fuji Xerox Co., Ltd. All rights reserved. 16
eSupport Pyramid
Auto Alerts
SW/Drivers
(QDI)eLogging
Self Help
(OSA)
eAssist
(XSP)
eLearningIQ Check
ToolSELF HELP
IBG OSC
eService
OPCO
ONSITE SERVICE
Direct
Support
Command
Centre
XSMTECHNICAL
SUPPORT
IBG TSC
XOS
Software
Licences
Consumable
Replenishment
TELE-
SUPPORT
IBG CSC
FUJI XEROX CORPORATE WEBSITE
Analyst/
Engineer
OSC
Engagement
SLA
Resolution
Rate 50%+
Drivers +
self help
for
launched
products
SLA80% callsAnsweredwithin 20seconds
Less than3%call abandonrate
SLA
Resolution
rate of
80%
Average
30 minute
initial
response
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2009 Fuji Xerox Co., Ltd. All rights reserved. 17
Faster Response and Resolution
Auto Alerts
SW/Drivers
(QDI)eLogging
Self Help
(OSA)
eAssist
(XSP)
eLearningIQ Check
ToolSELF HELP
IBG OSC
eService
OPCO
ONSITE SERVICE
Direct
Support
Command
Centre
XSMTECHNICAL
SUPPORT
IBG TSC
XOS
Software
Licences
Consumable
Replenishment
TELE-
SUPPORT
IBG CSC
FUJI XEROX CORPORATE WEBSITE
Analyst/
Engineer
OSC
Engagement
RESOLUTION
TIME
30 Seconds
5 Minutes
30 Minutes
1-3 Hours
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
eSupport current state FY2008
The Opportunity
23%
11%
51%
13%15%
35%
10%18%
10%
22%14%
0
10
20
30
40
50
60
70
80
90
100
FXA
FXN
Z
FXM
FXH
K
FXCL
FXS
FXK
FXTW
FXP
FXTH
IBG
%
of
onsite
Calls
eSupport On Site
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
CUSTOMER
IBG CSC
IBG TSC
OPCO
*2008
84%
7%
8%
1%
IBG current status
SELF HELP
ONSITE SERVICE
TECHNICAL SUPPORT
TELE-SUPPORT
*Excludes FXA
Planned state
2013
50%
8%
24%
18%Auto
Alerts
Drivers eLogging
OSA XSP
eLearning Software
Updates
eService
Direct
Support
Command
CentreXSM
CPRD
XOS
Software
Licences
Consumable
Replenishment
FUJI XEROX CORPORATE WEBSITE
Analyst/
Engineer
5 Year Target
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
• 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)
Benchmarking
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
CSC
Sydney, Australia
(CSC – 60 Seats)
(TSC – 55 seats)
TSC
Shanghai, China
(130 seats)
TSC
CSC
Kuala Lumpur, Malaysia
(80 seats)
CSC
CSC
Malaysia
Thailand
Philippines
SingaporeCSC
Australia
NZ
CSC
China
HK
Taiwan
Korea
TSC
China
HK
Taiwan
Korea
Vietnam (ICO)
TSC
Australia
NZ
Thailand
Malaysia
Philippines
Singapore
OSC
Seoul, Korea
(30 seats)
Regional Solution
CSC – Customer Support Centre
TSC – Technical Support Centre
OSC – Online Support Centre
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2008 Fuji Xerox Co., Ltd. All rights reserved.
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)
Online Support Centre
FUJI XEROX CORPORATE WEBSITESelf Help Layer
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2009 Fuji Xerox Co., Ltd. All rights reserved. 25
From this….
Long pages of products
(customer must scroll
down).
Not user friendly.
Not a scalable solution.
FX language – we use our
product “families”.
Not customer language.
Product selection is
complex or in long drop
down lists.
Support pages have too many
choices. The “call to action” is not
clear to our customer.
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2009 Fuji Xerox Co., Ltd. All rights reserved. 26
To this….
Support page is clean &
consistent. Drivers, Support
resources all accessible
from one place
OpCo corporate
website.
The search will
offer matching
models as the
customer types,
which replaces the
long pull down
lists that currently
exist
© 2008 Fuji Xerox Co., Ltd. All rights reserved. 27© 2008 Fuji Xerox Co., Ltd. All rights reserved.
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. 28© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Localized for each regional country….
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Customer Support Centres
FUJI XEROX CORPORATE WEBSITE
Tele-Support
3 Centres – Sydney, Shanghai and Kuala Lumpur
Comprehensive portfolio of services providing benchmark levels of
responsiveness, resolution and service excellence
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
FUJI XEROX CORPORATE WEBSITE
Technical Support2 Centres – Sydney and Seoul
Moving our technical expertise closer to our customers
• 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
627 412468
546
1065
0
1000
2000
3000
4000
5000
6000
Sep-09 Oct-09 Nov-09 Dec-09 Jan-10
LMI Resolve
Telephone Resolution
TSC Resolutions: LogMeIn v Telephone
** Includes: Australia, New Zealand, Korea, China, Philippines, Malaysia and Singapore (from January)
Combined TSC Support
Opco's ** Sep-09 Oct-09 Nov-09 Dec-09 Jan-10
Total Monthly Volume 5302 5120 5329 4900 6159
Total Monthly Resolutions 4548 4415 4609 3958 5248
LMI Usage (Sessions) 770 559 615 655 1275
LMI Resolution Rate 81% 74% 76% 83% 84%
Escalations that would of previously
gone to field or taken considerably
longer to diagnose/resolve
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
What do our customers say about their experience?
75%
2 1%
1% 3 %
Very Sat isf ied
Satisf ied
D issat isf ied
Very D issat isf ied
How do you rate your experience with
this remote support technology?
76 %
2 2 %
2 %
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
How would you rate our Support
Engineers use of this remote support
technology?
77%
2 1%
1%
1%
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
How satisfied are you with this remote
support experience?
September 2009 – January 2010 (inclusive)
35% response rate (1363 customer responses to 3874 requests)
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Support Assistance Options
Customer places
support request via
telephone, email,
fax or web
Field Support On Site
Engineer Support at the customer site to resolve
issues.
Technical Support Centre
Customer 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
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.
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.
Alternatively , it may be resolved at the
customer site with one of our infield support
people.
Customer Support
Required
Customer may resolve
the issue by using online
support.
Available 24 hours a day,
7 days a week
Self Help
If there is a need for us to
be onsite
we will respond quickly
to minimise
any downtime
Resolution Resolution
Resolution
Resolution
Resolution time in minutes and seconds Resolution time within 2- 4 hours
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Implementation Plan Summary
IN PROGRESS
Hong Kong
Thailand
COMPLETED
Australia
New Zealand
Malaysia
Case Management
System
Singapore
Telephony/CTI
New Regional
Support Web Site
Philippines (TSC)
PLANNED
Taiwan
Cust. Admin
Supplies
Korea (CSC)
Philippines (CSC)
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
eSupport current state FY2008
The Opportunity
23%
11%
52%
13%15%
35%
10%18%
10%
22%14%
0
10
20
30
40
50
60
70
80
90
100
FXA
FXN
Z
FXM
FXH
K
FXCL
FXS
FXK
FXTW
FXP
FXTH
IBG
%
of
onsite
Calls
eSupport On Site
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
eSupport current state
Current State
26%19%
49%
19%
41% 41%
12%
25%
10%
25%
15%
0
10
20
30
40
50
60
70
80
90
100
FXA
FXN
Z
FXM
FXH
K
FXCL
FXS
FXK
FXTW
FXP
FXTH
IBG
%
of
onsite
Calls
eSupport On Site
Did you know?
1% - 16,200 Customer Resolutions
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
Leadership &
Governance
Communication
Skills &
knowledge
education
Change
Management
Risk
Management
Evaluation
Strategies
Vision & Scope
Stakeholder
Engagement
Cultural
Transformation
Change Management Strategy
© 2008 Fuji Xerox Co., Ltd. All rights reserved.
The key factors for transformation are organisational rather than technical
82%
82%
75%
70%
68%
65%
62%
60%
48%
44%
35%
31%
Sponsorship of Senior Management
Fairness with staff
Involvement of staff in change programs
Honest, quality communications
Good training programs
Clear performance measures
Focusing on culture/skill change
Using internal champions
Availability of resources for program
Software functionality
System performance
Realistic program planning
Source: IBM Institute for Business Value 2004
Change Management is a key driver of success
© 2008 Fuji Xerox Co., Ltd. All rights reserved.© 2008 Fuji Xerox Co., Ltd. All rights reserved. 46
Transition Model
Stage 1
Pre
Engagement
Stage 2
Initial
Engagement
Stage 3
Project Plan
Development
Stage 4
Project
Implementation
Stage 5
Post
Implementation
Review
Outcome
•The OpCo Executive
understand the strategic and
financial objectives of the
regional strategy, including
the involvement and timeline
for the OpCo transition.
•Key OpCo stakeholders for
the lines of business
included in the regional
transition are identified.
•Objectives and measures of
transition success agreed.
•A Project Lead is identified
within the OpCo
Outcome
•Identified OpCo
stakeholders have an
understanding of the
regional strategy objectives
and the impact of the
strategy to the local OpCo
• 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.
•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.
Outcome
• APO Project team have
compiled a detailed
OpCo Project Transition
Plan and for it to be
signed off by the OpCo
MD/President.
Project Plan to include:
Project Objectives & Scope
Critical Success Factors
Go Live Criteria
Assumptions, Dependencies
and Constraints
Project Resourcing
Communications Plan
Transition Activities Plan
and Timeline
Issue Mitigation Plan
Outcome
• Project to be implemented
within scope and
timeframe, aligned to
project measures resulting
in successful go live.
Implementation Activity
may include:
Transition Process Mapping
Systems and Contingency
Planning
Communications
Risk Management
Training Development
Training and Cultural
Orientation
Transition Trial/User
Acceptance Testing
Project Meetings/Status
briefings
Outcome
•A Post Implementation
Review is conducted to
ensure the project transition
deliverables have been
achieved and actions for
areas of continuous
improvement implemented.
Post Review may include:
Performance Data and KPI‟s
Customer feedback
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