Fuji Xerox support gains certification

Ensuring their support staff are up to scratch, Fuji Xerox Asia Pacific announces its certification under the Service Capability & Performance (SCP) support standard.

The SCP certification follows an extensive audit of its Technical Support Centres in Sydney, Australia and Seoul, South Korea, and its Online Support Centre based in Sydney, Australia.

Justin Russell, manager of Technical Support Centres says the SCP certification ensures customer technical support provided over the phone and via remote diagnostic is done so at an industry benchmark level.
“We provide remote support for all production workflow solutions and production devices such as application support to make sure colour and image quality is correct, and maximising the uptime of devices to make them more productive.

Russell says some of the issues Fuji Xerox would normally dispatch an onsite engineer to oversee can be achieved remotely, enabling the customer’s machine to be more productive with less downtime and “there are a whole lot of remote diagnostic tools that we use to accomplish this.”

“We work in partnership with the onsite support staff, making them far more equipped to deal with the clients issue when they go onsite as all of the diagnosis and trouble shooting has been done previously and been passed onto them.

Developed through the joint efforts of nearly 50 leading support organisations, the SCP certification contains a framework of over 100 measurable benchmarks, which are used to determine the overall effectiveness of a service and support organisation.

Gordy Stauffer, SCP Auditor says by passing the requirements necessary to achieve SCP Certification, Fuji Xerox “made it clear they are committed to delivering world-class support / service to their customers. During the SCP audit, Fuji Xerox demonstrated a clear commitment to customer satisfaction and continuous improvement.”