To Provide Solutions and Services Based On Customers' Perspective
TOKYO, February 7, 2011 — Fuji Xerox Co., Ltd. has launched Customer Value Innovation Center and Integrated Customer Support Center at the Minatomirai Center Building located in the Minato Mirai 21 district, Yokohama, Japan, to provide customers with optimal business solutions and services as well as to strengthen its customer support system. Operations start today.
These two centers focus on issues by industries or operations, and provide an environment to examine and verify processes, from clarification of their workflow, finding issues to provision of solutions, together with customers. The centers will also maintain and improve, by incorporating customers' requests, the environment created with the customers, and thus continue to guarantee the value of such environment.
While customers gain reassurance and comfort through hands-on experience at the centers, Fuji Xerox will be able to deliver more sophisticated solutions and services, and establish a customer support system that helps rapidly solve customers' management issues by leveraging the experience and know-how gained through face-to-face communications with them.
Also, the new centers collaborate closely with the research and development team at the R&D Square that opened in April 2010 in the vicinity, to continue to gain customers' trust.
The Customer Value Innovation Center demonstrates Fuji Xerox's approach to solutions, focusing on various management issues that its customers are facing, as well as develops specific solutions with them.
Instead of providing devices for individual office works, Fuji Xerox works together with customers to identify various communication issues on an enterprise level, and verifies the most effective integrated workflow for solving them as well as the effects such as streamlining, growing their business, and tighter governance, by introducing and leveraging its solutions and services. The center also demonstrates the achievements of Fuji Xerox's corporate initiatives for “unity of word and deed” (Genko-Icchi).
Fuji Xerox will continue to gather and share with customers not only initiatives in Japan but also customer case studies, know-how, and advanced vendors' values, on a global scale in collaboration with U.S.-based Xerox Corp. and “epicenters” (Executive Print Innovation Centers) located in the Asia-Pacific region.
The Integrated Customer Support Center provides reassurance and reliable customer support related to the operation and maintenance of systems and devices, as well as solutions and services that customers introduced. Customers can actually see the status of their requests and support as well as Fuji Xerox's activities there.
To ensure appropriate, rapid responses to increasingly complex systems and devices of customers as well as optimum use and stable running of solutions and services, Fuji Xerox has consolidated all support functions and established an integrated system to improve communication among its support staff, speed up decision-making and optimize the entire customer support system for solving management issues.
With regard to maintenance requests, operation support and inquiries from customers, Fuji Xerox offers prompt and appropriate one-stop support by consolidating the reception, help desk and technical support functions, as well as having an environment for verification.
In addition, to avoid business interruptions and facilitate operations of customers, their devices and systems are connected with Fuji Xerox via the Internet, as well as monitored and diagnosed by technical specialists using remote service functions. With field support provided in collaboration with customer engineers and systems engineers, the center aims to prevent system failures by predicting them and improve customers' business productivity.
|Location||Minatomirai Center Building, 4F and 5F,
3-6-1 Minato Mirai, Nishi-ku, Yokohama
|Location||Minatomirai Center Building, 5F, 6F and 7F
3-6-1 Minato Mirai, Nishi-ku, Yokohama