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 Total Revenues: US$ 23 billion
Employees: 68,000

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 Lismore
Canberra Coffs Harbour
Newcastle
Bendigo
Ballarat Albury
Sydney

- 1,400 employees Melbourne

- $530 million revenue

Hobart
 Our Business

Change Management

Current State Process / Future Business

People /
Assessment Culture Performance Model
Management

• People • Operational
• Process Excellence
TRANSFORM
• Technology
Organization
Structure Technology • Cost Reduction
• Productivity
Enhancements
• Value Creation
• Better Content &
Document
Management
Continuous Benchmarking & Performance Mgt.
• Reduction of Suppliers
 Divisional Overview

Customer Support Organisation

Customer Care Centre Technical Support Centre National 2nd Level Support

• 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
• Phone based technical experts
• Comprehensive knowledge
• Access to world class lab facility
• Responsiveness
• Resolution
- average 92% per month
Field Service Teams
• National Field Service Engineer Team
• Metro and Non-metro coverage
• Responsiveness
• National technical product experts
• Extensive knowledge
• Access to world class lab facility
IBG Regional Technical Support
• Regional technical product experts
• Extensive knowledge
• Access to world class lab facility
• Access directly to product development

•National Field Analyst Teams

Product Management
• Onsite software support
• Network connectivity and initial training
• Pre Sales technical support
Fuji Xerox Australia

Strategy
What is eSupport ?

eLearning

Self Help
(OSA)
Remote
eLogging Diagnostics

Software
Drivers Download
Portable Direct
Systems 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 ONSITE SUPPORT

Direct
Support Remote ONLINE SUPPORT
eService Support

Software Self Help

WEB SUPPORT
Download (OSA)
(SELF HELP)
Drivers eLogging eLearning

CORPORATE WEBSITE

ON SITE SUPPORT – Engineer/Analyst

 Portable Systems

eLearning  PWS / PSW

- e-Docs
Self Help
(OSA)
Remote
- Online diagnostics
eLogging Diagnostics - Electronic bulletins

Software - Solutions database (Eureka II)

Drivers Download
Portable Direct
eService
Systems Support

 FIRES
- Portable service call receipt
- ‘Real Time’ parts replenishment
 Direct Support

 Technical Support Centre (TSC)

 First level Technical Phone Support

eLearning
 Predominantly software
 Technical Experts
Self Help  Regionally recognised centre of technical expertise
(OSA)  Proactive monitoring of customer equipment
Remote
eLogging Diagnostics  Access to world class lab facility
- Average Response time 30 minutes
- >90% call resolution
Software
Drivers Download
Portable Direct
Systems Support eService

30000

25000

20000

15000

10000

5000

2001 2002 2003 2004 2005

 eService

 Customer Care Centre (CCC)

eLearning
 Global Xerox product solutions knowledge base tool
Self Help
 Problem solutions, how-to’s, FAQ’s etc..
(OSA)

eLogging
Remote
Diagnostics
 Resolutions at first point of contact

Software
Drivers Download
Portable Direct
Systems Support eService

5 9 ,8 3 9
60,000 4 6 ,3 0 8
54,000
48,000 3 3 ,9 2 3
42,000
36,000
30,000
14 ,2 19
24,000 8 ,16 9
18 , 0 0 0
12 , 0 0 0
1,17 1
6,000
0
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
 Allows download of ‘patches’ and upgrades
via the Web.
Self Help
(OSA) Remote
eLogging Diagnostics

Software
Drivers Download
Portable Direct
eService
Systems Support

30000 FXA Internet Activity 60%

50%
20000 40%
Web
30%
Transactions
10000 20%
10%
0 0%
Sep t Oct No v Dec J an Feb M ar Ap r M ay J un J ul Aug Sep Oct
 eLogging

eLearning
 Allowing customers to log their own
Self Help
(OSA)
requests for assistance
Remote
eLogging Diagnostics

Portable
Drivers
Direct
Software
Download
 Features Include:
eService
Systems Support
• Searchable Solution Database
• Online problem tracking

 Integrated with OSA and local systems

eLogging
 Self Help (OSA)

Online Support Assistant (OSA)

eLearning  Direct customer access to assistance
Self Help
and solutions database
eLogging
(OSA) Remote
Diagnostics
 Clear step by step instructions
Software
 Clear images
Drivers Download
Portable Direct
Systems Support
eService
 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
J an Fe b Ma r Apr Ma y J un J uly Aug Se pt Oc t Nov De c 2003 2004 2005

Enquires Resolution
 Self Help (OSA)

Product Development

Eureka Product Documentation

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

eLearning Remote Diagnostics

Self Help
(OSA) Remote
eLogging Diagnostics

Software
 CentreWare Web
Drivers Download
Portable
Systems
Direct
Support
eService - 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

REMOTE VIEWING SERVICE DATA

COMMAND VIEW SERVICE

CENTRE SECURE
DATA
SERVER
 Remote Diagnostics

iGen3 COMMAND CENTRE CALL DISTRIBUTION

MAY 04-De c 05

NON HARDWARE SERVICE CALL

RESOLVED

EARLY WARNING
S ERVICE CALL
HARDWARE
RES OLVED
35%
6%
53% 6%

*60% of problems resolved over phone

 eLearning

eLearning
eLearning
Self Help
(OSA)
eLogging
Remote
Diagnostics
 Web based training (point of need)
Drivers
Software - Capture CAM-PRO
Download
Portable Direct
Net Conferencing
eService
Systems Support -

 Direct link from OSA

 Online Documentation / manuals
 Conclusion

eLearning

Self Help
(OSA)
Remote
eLogging
Diagnostics

Software
Drivers Download
Portable Direct
eService
Systems Support

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