Fujitsu customer service and support live person
As a recognized brand, Fujitsu is committed to offering a wide range of scanners to its customers. Most of the users use their service and have recognized them as the best scanner provider. Fujitsu-manufactured scanners have the ability to scan documents of various sizes, making them unique among their competitors.
As it is a technology-dependent product, the occurrence of problems is obvious. That is why Fujitsu offers the best customer service to its customers. Details are described here; please review this if you need help.
A service desk plays a key role in generating value for its customers' business. Leverage Fujitsu Service Desk to add value to your customer by delivering continuous service improvement, delivering customer service excellence, and delivering a compelling customer experience 24/7/365 of the year. Therefore, Fujitsu focuses on these three differentiators:
1. Drive continuous service improvement through the way our people work
Fujitsu's Sense & Respond strategy allows employees to focus on understanding what matters to our customers so they can find better ways to deliver. This strategy was pioneered by Fujitsu Service Desks in the early 2000s and Fujitsu now, through the Lean programme, applies the principles throughout the entire IT life cycle.
2. Deliver excellence at the service desk, consistently
TRIOLE for Services (TfS) is an integral part of the Service Desk offering and enables Fujitsu to deliver a consistent and cost-effective Service Desk, regardless of location, with the same processes and standards used throughout its global Service Desk network. .
3. Ability to offer an engaging customer experience
Fujitsu delivers a compelling experience and uses key performance indicators such as top-of-the-line resolution and Mean Elapsed Time (METs), which are specifically focused on improving the customer experience. “Shift to the left” is a process of continually identifying and eliminating waste demand/activity and moving work to be done down the line, by frontline staff or through self-help portals. This approach reduces costs and increases speed of recovery (increased productivity) for both the customer and Fujitsu and creates the ability for support levels and resources to be higher and focus on removing issues from the environment; thus reducing volume at the service desk and positively affecting the end user experience.
Service desk functions
• Incident management processing (including service requests and access management) via phone, email or self-service portal
• Notification of the availability to the end user of any self-support tool.
• Technical remedies and standard fixes from the Level 1 Service Desk
• Coordination of incident escalation to Level 2 (reseller)
• Troubleshooting equipment; escalation of incidents when necessary
• Monitoring and documentation of incidents
• Key performance metrics report and trend analysis reports
• Remote viewing and remote control capabilities to aid in incident resolution
• Toll-free number (voicemail option provided through Automatic Call Distribution [ACD] on all incoming calls)
• Standard registration system: incident management tool TfS Service Desk
• Online customer satisfaction survey at the end of the call/incident
Characteristic
• Continuous service improvements driven through ITIL and detection and response best practices.
• Service desk excellence delivered consistently with standardized TfS tool sets
– TfS Self-Service Portal
– TfS Incident Management System
• Best practices and ITIL and ISO 20000 standards.
• Availability 24/7/365
• Incidence and support of Problem Management
• End user service requests
• IT asset and change management
• Predictable user-based pricing model
• Service based on SLA and KPI guarantees a quality customer experience
• Compatibility with standard enterprise and point-of-sale hardware, software, and operating systems
Benefits
• Ability to deliver a compelling customer experience
• Improved service, perception and customer satisfaction
• Greater accessibility for customers, faster incident resolution and supports problem management for future incident prevention
• Improved communication and teamwork