At Fuji Xerox, we understand the importance of helping our customers and partners maintain business uptime. Over the years, we have invested heavily in technologies and our eSupport framework, and hiring a team of highly qualified customer service engineers to provide proactive services and ensure fast resolution to minimize downtime.
Service excellence is one of the cornerstones that define Fuji Xerox Singapore’s success. With increasing demand for good service support, we exceed customer expectation from the conventional mode of visiting and diagnosing issues to a 1 stop resolution hub that monitors and remotely resolves problems. Fuji Xerox has a comprehensive service infrastructure ranging from Online to On-site support to ensure all our customers’ needs are met. Our Technical Support Centres are also SCP certified (Support Standard and eService Standard, PDF:1.12MB). This ensures the technical support we provide our customers is at an industry benchmark level.
Fuji Xerox has a range of remote support that is designed to help our customers save valuable time in managing their equipment.
Fuji Xerox Regional Solution Support Centre (RSSC) is an Asia Pacific based solution support centre. The centre is capable of providing customized and value-adding support services for our customers on account of the advanced technical skills, monitoring and support tools, multi-lingual language support (7 languages) and problem management experience.
LogMeIn Rescue is a key tool that enables Fuji Xerox support engineers to provide true remote support in resolving customers’ technical issues. The technical support team can initiate an online session, collaborating with the customer online to further expedite the troubleshooting process, significantly increasing resolution rates to 89%.
The EP-BB service provides managed services that monitor, maintain and replenish the supplies of any printing infrastructure. Potential issues of equipment performance and consumable supplies can be pre-emptively assessed and solved with a central point of management.
Fuji Xerox's online support comprises of the Online Support Assistant which is an integrated application that harness the power and flexibility of the Web to help users obtain instant self help, instructions and information of Fuji Xerox products any time and any day. With more than 1,200 knowledge bases available, Fuji Xerox has the most comprehensive knowledge base in the industry.
Our team of well-equipped and highly qualified customer service engineers will promptly carry out on-site servicing and maintenance of equipment when required. If the technical issues are unable to be resolved either online, via our call center or technical helpdesk, our service engineers will be briefed with all relevant background information on the customer issue (even ordering parts ahead) to enable the trip to be one that is focused on resolution and high productivity. Our full on-site support team consists of:
100 mobile vehicles (56 service vans)
3 regional service depots for spare parts