January 21, 2014
Fujitsu Limited
Fujitsu Communication Services Limited
Fujitsu Receives Top Evaluation in HDI's Support Center Certification Program
Only PC support desk in Japan to obtain highest evaluation
Tokyo, January 21, 2014 — Fujitsu Limited and Fujitsu Communication Services Limited (CSL) today announced that, based on an examination conducted in December 2013 by the Support Center Certification Program of HDI(1), the world's largest certification body for the technical service and support industry, the Fujitsu PC Concierge Service Dedicated Telephone Support Desk (PC Concierge Desk)(2) received the highest-level evaluation in Japan. It is the only PC support desk in Japan to receive this certification.
This certification is an acknowledgement that the support services provided by Fujitsu and CSL, which runs the PC Concierge Desk, meet international standards and that, as a PC manufacturer, Fujitsu maintains the highest level of support quality in Japan.
Fujitsu is committed to continuing to provide high-quality support services from a customer-centric perspective. By leveraging customer input in its product development process and its services operations, Fujitsu seeks to contribute to supporting a richer PC experience for its customers.
Founded in 1989, HDI is the world's largest support services industry membership organization, with 50,000 members worldwide at present, including 90% of the companies listed in the Fortune 500.
In addition, in the support services industry, Support Center Certification is the only certification program based on international standards for support centers. It was developed based on existing international quality standards, such as the European Foundation for Quality Management (EFQM), as well as industry standards. To receive certification, members must undergo an on-site inspection, score above the benchmark threshold on 69 standards organized into eight categories, and achieve an overall score at or above the benchmark level.
In October 2009 Fujitsu first received this certification for its Raku-Raku PC Dedicated Telephone Support Desk(3), and now it has received certification for its PC Concierge Desk, which handles a wider range of products. Leveraging the high-quality support expertise Fujitsu gained from its FMV Raku-Raku PC, the PC Concierge Desk laid out a solid operational direction and business strategy, built an advanced contact center system, and, through a plan–do–check–act cycle, reflected customer input in the products and services it offered. With seamless collaboration between Fujitsu and CSL, the PC Concierge Desk continued to operate from a truly customer-centric perspective, and the high quality of its support has now been recognized with this certification.
Main Assessment Points
1. Enhanced positioning of the support center and promotion of teamwork
The fact that the support center has influence in the product planning and development process was highly regarded. Specifically, based on input from the center, a PC customized for call center work(4) was developed and deployed in the center to create a comfortable support environment.
2. A new approach in the provision of new products and services
The center has decision-making authority in product releases, and based on the expertise it has gained through supporting customers, it speaks on behalf of customers when it comes to the development and shipment of new products.
3. Structured to continue to provide and build proactive support services
The support center goes beyond the boundaries of conventional product technical support desks by helping customers with Internet services and even software made by other companies, providing support services that help customers do what they want in life and get the most out of their PCs.
Glossary and Notes
- 1 HDI:
- Headquartered in Colorado, USA, and operated by UBM Tech.
- 2 The Fujitsu PC Concierge Service Dedicated Telephone Support Desk:
- Established in October 2009 in Japan, this is a fee-based telephone support service, providing a superior level of service, in which dedicated advisors help customers get the most of their PCs. In addition to providing assistance with products made by Fujitsu, they also offer advice on peripheral products made by other companies as well as on how to use Internet services and software made by other companies, resulting in a service that, to the extent possible, helps customers do what they want.
- 3 Raku-Raku PC Dedicated Telephone Support Desk:
- Established in November 2008 in Japan to provide hardware and software support services to senior citizens and PC beginners, this is a fee-based telephone support desk just for FMV Raku-Raku PCs that is designed to support a PC experience on the concept of "simplicity, ease of use, and peace of mind."
- 4 A PC customized for call center work:
- This is referring to the ESPRIMO B532/G PC announced by Fujitsu on June 12, 2013.
http://www.fujitsu.com/global/news/pr/archives/month/2013/20130612-01.html
About Fujitsu
Fujitsu is the leading Japanese information and communication technology (ICT) company offering a full range of technology products, solutions and services. Approximately 170,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.4 trillion yen (US$47 billion) for the fiscal year ended March 31, 2013. For more information, please see http://www.fujitsu.com.
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FMV Raku-Raku PC is a registered trademark of Fujitsu Limited. All other company or product names mentioned herein are trademarks or registered trademarks of their respective owners. Information provided in this press release is accurate at time of publication and is subject to change without advance notice.
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