fuji xerox asia pacific operations

© 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


The Need for Change


What is eSupport

Our Regional Solution

Successes to Date

Agenda


‘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.


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’


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


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


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


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….


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



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…


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


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


Analyst/

Engineer

OSC

Engagement

RESOLUTION

TIME

30 Seconds

5 Minutes

30 Minutes

1-3 Hours


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


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


Analyst/

Engineer

5 Year Target


• 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


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


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


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.


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….


Customer Support Centres


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


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.


Technical Support Centres


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


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!

https://secure.logmein.com/home.asp?lang=en



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




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)




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


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)


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


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


Current State


Leadership &

Governance

Communication

Skills &

knowledge

education

Change

Management

Risk

Management

Evaluation

Strategies

Vision & Scope

Stakeholder

Engagement

Cultural

Transformation

Change Management Strategy


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


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


Fuji Xerox Customer

fuji xerox asia pacific operations

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