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Opening of New Center for Production Printing Customers
Fuji Xerox Asia Pacific opens Integrated Customer Experience Center (ICEC) inBangkok, Thailand, to meet printing and marketing communication needs in theprinting industry across AP regions, and to provide customers with ways toprinting industry across AP regions, and to provide customers with ways toexperience the latest printing technologies and services.
ICEC Able to test various printing materials, associated software and printing workflow, tili i th l t t di it l i ti
EnhancedTesting
Values for Customers
utilizing the latest digital printing environment
Testing Environment
IncreasedCustomer
Workshops held on various solutions, printing applications and industrial/market trends
Enhanced
Customer Engagement
Consultation provided to develop and obtain new business opportunities
pp /Able to experience the latest printing technologies and services
ConsultingCapability
new business opportunitiesPrinting solutions provided by highly skilled specialists
Providing Solutions with Regional Solution Support Center
Fuji Xerox Regional Solution Support Center in Singapore widely supportssales companies in Asia-Pacific region to develop large-scale business solutions.
Business Development SupportTask force for major
More MFP Sales withsolutions
Cross-regional SupportTask force for major clientsEnhanced support for large-scale solutions
solutions
+
Develop solution package
ImplementOrderMake
ProposalFindIssue
FindInterest
Support providedby specialists
solutions
Enhanced approach by industrywith business modelsAccelerate solution development
with application and cloudcollaboration
Best Practice SharingService Infrastructure inCloud Environment
Developing Further Business in Emerging MarketsFuji Xerox established direct sales channels in Southeast Asia ahead of its competitors, to achieve further business growth in the market where futuregrowth potential is expected.
MyanmarBranch opened in April 2013Branch opened in April 2013, first in office equipment industry
VietnamVietnamSales company established in May 2010
CambodiaCambodiaBranch opened in October 2015, first in office equipment industry
Strengthening BPO Business by M&AIn 2012, Fujifilm Holdings acquired Business Process Outsourcing division of Salmat Limited, currently operating as Fuji Xerox Document ManagementSolutions Pty. Ltd., which holds the top share in transactional service market in
FXDMS Service Overview
Provide services to support communication
Australia.
between clients and end users
IT Management OperationTransactionalSe ice IT Management OperationService
Expanding Outsourcing Business with Fuji Xerox Document Management Solutionsj g
Expands outsourcing business further by launching services in Asia-Pacific region,in addition to the existing sales bases in Australia.g
E i ti l bLarge scale deals acquired in FY2015, such as those with financial institute and government agency, will contribute to the
Existing sales base
Sales base launchedafter M&A
Expand businesses in AP region
g y,revenue growth in FY2016
Services launched in Korea, New Zealand, Thailand, Singapore and MalaysiaUndertaking business started atUndertaking business started at Singapore CenterNew center opened in Malaysia
Providing More Values Through Outsourcing ServicesProvides more values and builds a strong relationship with customers by providingoutsourcing services to support the whole workflow process of customers.
Workflow Workflow A whole workflow
Without Outsourcing Service With Outsourcing Service
InquiryBillingMgmt
DeliveryStorage
PrintDataMgmtDesign
InquiryBillingMgmt
DeliveryStorage
PrintDataMgmtDesign
Only machines, consumables andmaintenance servicesprovided as “values”
supported by Fuji XeroxMore “values” offeredRelationships withgggg Relationships withcustomers enhanced
Case Examples
S t k ti / l ti iti f
Marketing Outsourcing Service- for Yamaha Motor Australia Pty. Ltd. -
Business Process Outsourcing Servicewith the Social Security and Tax Number System (“My Number” )- for Major companies in Japan -
P id i f i t ll t Supports marketing/sales activities of 120 dealers in AustraliaProvides services such as design, data management, printing and delivery in
Provides a series of services to collect, utilize, store and discard the “My Number” informationAims to provide other services as well to
Business Model for Managed Print ServicesExpands the scope of MPS, enhances security in mobile and cloud environment,and provides the next generation MPS to support customers optimize document-related operations.
Offering Differentiated ProductsFuji Xerox develops gold and silver toners for its new production printer, Color 1000i Press, the first xerographic production printer to offer both colors in the industry, adding sparkle and shine with metallic effects.
Color 1000i Press
Applying the new gold and silver tonersApplying the new gold and silver toners
Creating Values with Customer via Global NetworkFuji Xerox provides professional services and the latest verification environment via global network as an industry leader, in order to support customers develop new business model and improve their workflow.
Gil Hatch CenterCustomer Integration CenterCustomer Collaboration Center(Shanghai)
(Rochester)
I d C
Customer Integration Center(Paris)
InkJet Engagement Center(Ebina)
Customer Value
Integrated Customer Experience Center
(Bangkok)
Customer Value Innovation Center(Yokohama)
Innovation Hub(Singapore) Australian Technology Park/
Epi Center(Sydney)
Utilize digital printing todevelop new business modeland improve workflow
Minimizing Operating Losses with Production Remote ServiceProduction Remote Service minimizes operating losses of production machines by utilizing ICT.
Production Remote ServiceDiagnostics for Trouble Prevention
S i li t id
Remote AssistanceOperation
Internet
Analyze log data to prevent trouble
Specialist provides remote support by monitoring customers̓ printer
OperationLogs
CustomerCustomer
Customer Service
Log Analysis Online SupportAnalyze logs, identify the cause of trouble
Provide performance t d t
RemoteSupportCenter
Engineer
Backup Supportthe cause of trouble and measures, and inform engineers of necessary parts
report and accept repair requests via customer portal site
Check necessary parts andoperating procedures in advanceEnable preventive maintenance atconvenient times for customers
Responding to Customer NeedsFuji Xerox responds to customer needs utilizing its comprehensive strength, with value-added proposals, product competitiveness, customer support, and worldwide network.
Enhanced Customer Support Utilizing e-ServicePromotes efficient operations within a company and enables streamlined daily operations for customers by utilizing e-Service in customer support system.
No moreEasy to check Trouble
Remote Support
No more“Out of Toner”
Easy to check and report
TroublePrevention
StatusMonitoring
AutomaticConsumables
AutomaticMeter g
& Auto AlertReplenishmentReadingRoutineMaintenance
Required Customer Portal
Fuji Xerox Direct Monitoring report, e-billingConsumables delivery statusRemote inspection report
Accelerating Shared Services in AP & China- Expands the scope of shared services, such as call centers and accountingfunctions, to other sales companies in Asia-Pacific and China
- Improves service quality and operation efficiency as a whole region
Customer Support Center (2009~)
Fuji Xerox Malaysia Sdn. Bhd. established to provide shared services (2012)
p q y p y g
pp ( )
Financial Service Operations (2011~)
Printer Support Center (2010~)
( )
Technical Support Center (2014~)
Integrating Call Centers Integrating Accounting Functionsg gCall Centers in several countries integrated into two sites, and Technical Support Centers into three sites
g g gPayment, billing and other accounting functions integrated into shared service center
Provide maintenance support without increasing customer service engineers, with more than 25% increase in MIF in the last five years in AP region
Account processing increased at an annual rate of 25% and its service coverage expanded
Integrated Management System of Fuji XeroxCertified for its integrated management system in all three, Quality, Environmentand Information Security at a time, which is the first in Japan to be certified insuch scale of 40 affiliate companies with 30 000 employeessuch scale of 40 affiliate companies with 30,000 employees.
Q litInformation QualityInformationSecurity
Management = CSR
Office AAffiliate CHQ
E i tSafetyOffice BAffiliate D
More time for communication with customers by efficient workflow with integrated authentication system
Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and/or other countries and are used under license.