Fuji Xerox Maintenance Service Offerings
FXA Service, Support & Maintenance
Benchmark Service & Maintenance Infrastructure
When equipment is out of action for whatever reason, what is required of any service operation is fast response, with the minimum time to fix the problem. Over the past few years, Xerox has made a major investment in computerised resources, systems, diagnostic programmes and manpower to establish a customer service organisation that delivers outstanding service levels using multiple support channels. No other company in our industry in Australia has made a similar investment in their support infrastructure and we believe this is yet another reason why Xerox products and services are unique and set new standards for service excellence.
Customer Care Centre
All service calls are placed with the Customer Care Centre (CCC) via a national ‘1800’ helpline. This benchmark facility is available 24 hours a day, 7 days a week, with specialist staff to assist with any enquiries. Each CCC trained agent uses a carefully scripted troubleshooting software application ‘Remote Customer Assist’, to identify the nature of the problem and attempt to resolve any hardware or software issues before escalation to a Customer Service Representative (CSR). A Service Technician typically arrives within two to four hours after ‘Remote Customer Assist’ has taken place.
FIRES (Field Information Reporting System)
FIRES (Field Information & Reporting System) is a totally integrated job and inventory management system designed to maximise productivity within our field service and maintenance operations and fix problems as quickly as possible for our customers. This system allows the CSR to view full details about the call prior to attending the site, understand the nature of the problem, view the full service history of the machine, check parts availability and call-off or order any parts required.
Portable Support Systems
Instead of the old fashioned Service Manual, every CSR is now equipped with a laptop connected by ‘blue tooth’ enabled mobile phones to home base; allowing instructions to be sent directly to the field for rapid response. Through ‘plug-in diagnostics’ engineers can determine and rectify most machine faults in seconds, ensuring we have your equipment fully operational in the shortest possible timeframe.
Technical Resource Infrastructure & Regional Support
Xerox has the largest and most comprehensive technical support infrastructure of any supplier within our industry in Australia. We have a team of over 100 Analysts and Technical Support Specialists, plus the Fuji Xerox Asia Pacific Regional Technical Support Centre based in Sydney, providing support and escalation for technical resolutions to both mechanical and software problems.
Training & User Support
Customer education and user training is a critical part of any successful implementation. Xerox offers a wide range of education and training solutions to support even the most complex document processing applications. Initial user training for up to six members of staff per device is included as standard with all Xerox equipment. Training programs can also be developed to support unique applications and the special requirements of our customers.
Online Support Assistant (OSA)
Online Support Assistant is a powerful, fully searchable web-enabled product database which allows users to find help in a fast, efficient and self-directed manner. Customers can submit a query and search on a specific topic, or simply browse through a list of solutions organised by product topic. Users can also utilise the powerful fault code search mechanism, access error messages, or quickly view product specifications and FAQs. This free self-help solution is available to all Fuji Xerox Australia customers via www.fujixerox.com.au
24 Hour Customer Support Centre
The Fuji Xerox Australia Customer Support Centre was formed to provide our external customers with a dedicated facility to provide hardware service call lodgement and technical phone support for our wide range of Xerox products.
The Customer Support Centre incorporates two teams. The Call Centre team and the Technical Specialist team.
The Call Centre operates 7 days a week, 24 hours a day utilising the latest 'state of the art' phone system, ensuring our customer calls are efficiently handled. The Call Centre team accept customer calls, nationwide, via the 1800 028 962 phone number and principally log all customer machine hardware and software service requirements across the entire range of Xerox products.
The Call Centre team are also responsible for first level problem analysis/resolution on our analogue range of products and selected digital products. The Tool used to perform this function is called Remote Call Assistance or Case point, a service call avoidance software Tool.
The Technical Specialist team provides technical phone support, 5 days per week 8am – 6pm, for our customers Xerox product. Once again, customers are instructed to phone 1800 028 962. Upon answering your call you will be asked to provide various details relating to your technical problem/query, which will be entered into a database. On lodgement of the call you will be given a call reference number, which can be referred to throughout the duration of the calls lifecycle. A Technical Specialist will contact you and provide you with the appropriate solution to your logged problem.
To expedite a prompt resolution to your technical issue, the Customer Support Centre has a dedicated testing environment. Within this testing environment is a comprehensive range of Xerox products and equipment to enable quick replication of your technical environment, be it operating system, network environment or application (Microsoft Office, Quark, Pagemaker, Photoshop etc).
The Customer Support Centre Technical Specialist Team is all comprehensively trained in all Xerox products supported, utilising the latest technologies available to provide our customers with a first class level of support. |