Today 69% of FUJIFILM Asia Pacific customer support transactions are resolved via its eSupport remote strategy, that’s over 2 million transactions per year.
Moving up the value chain and offering more value- added services is a priority at FUJIFILM. Rescue has been a key tool in achieving this.
Justin Russell, General Manager, Solutions Business Group, Customer Support Asia Pacific Operations at FUJIFILM Asia Pacific
Rescue has been used by FUJIFILM for seven years to boost its web-based remote support solution, improve customer satisfaction, and achieve cost savings across Asia Pacific. Therefore, the decision to continue to use Rescue for additional services was simple.
“When we started out with Rescue, usage was primarily based on device and network resolutions – reducing costs while improving the quality of our support. While this is still a priority, we are now focused on providing value-added remote support across maintenance and professional service implementation. And Rescue has played a core part in this journey,” says Justin Russell.
FUJIFILM invested in upskilling its support engineers to utilise Rescue correctly. By ensuring the whole experience was positive and consistent from the start, on-boarding customers was a seamless process.
“Being a trusted partner, it is rare that we receive a refusal to remotely access devices. Those that do, usually have specific security policies against remote access. Our reputation in providing this level of service means clients often come to us asking for remote support,” says Justin Russell.
