Welcome!

News Feed Item

Fujitsu Receives Top Evaluation in HDI's Support Center Certification Program

Only PC support desk in Japan to obtain highest evaluation

Tokyo, Jan 21, 2014 - (JCN Newswire) - 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 percent 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.

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 Limited

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 www.fujitsu.com.



Source: Fujitsu Limited

Contact:
Fujitsu Limited
Public and Investor Relations
www.fujitsu.com/global/news/contacts/
+81-3-3215-5259


Copyright 2014 JCN Newswire. All rights reserved. www.japancorp.net

More Stories By JCN Newswire

Copyright 2008 JCN Newswire. All rights reserved. Republication or redistribution of JCN Newswire content is expressly prohibited without the prior written consent of JCN Newswire. JCN Newswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
SYS-CON Events announced today that CA Technologies has been named "Platinum Sponsor" of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and 21st International Cloud Expo, which will take place in November in Silicon Valley, California.
Five years ago development was seen as a dead-end career, now it’s anything but – with an explosion in mobile and IoT initiatives increasing the demand for skilled engineers. But apart from having a ready supply of great coders, what constitutes true ‘DevOps Royalty’? It’ll be the ability to craft resilient architectures, supportability, security everywhere across the software lifecycle. In his keynote at @DevOpsSummit at 20th Cloud Expo, Jeffrey Scheaffer, GM and SVP, Continuous Delivery Busine...
Back in February of 2017, Andrew Clay Schafer of Pivotal tweeted the following: “seriously tho, the whole software industry is stuck on deployment when we desperately need architecture and telemetry.” Intrigue in a 140 characters. For me, I hear Andrew saying, “we’re jumping to step 5 before we’ve successfully completed steps 1-4.”
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet th...
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain.
@DevOpsSummit has been named the ‘Top DevOps Influencer' by iTrend. iTred processes millions of conversations, tweets, interactions, news articles, press releases, blog posts - and extract meaning form them and analyzes mobile and desktop software platforms used to communicate, various metadata (such as geo location), and automation tools. In overall placement, @DevOpsSummit ranked as the number one ‘DevOps Influencer' followed by @CloudExpo at third, and @MicroservicesE at 24th.
SYS-CON Events announced today that Juniper Networks (NYSE: JNPR), an industry leader in automated, scalable and secure networks, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. The company co-innovates with customers and partners to deliver automated, scalable and secure network...
@GonzalezCarmen has been ranked the Number One Influencer and @ThingsExpo has been named the Number One Brand in the “M2M 2016: Top 100 Influencers and Brands” by Analytic. Onalytica analyzed tweets over the last 6 months mentioning the keywords M2M OR “Machine to Machine.” They then identified the top 100 most influential brands and individuals leading the discussion on Twitter.
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
SYS-CON Events announced today that Hitachi, the leading provider the Internet of Things and Digital Transformation, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., offers an integrated portfolio of services and solutions that enable digital transformation through enhanced data management, governance, mobility and analytics. We help globa...
Blockchain is a shared, secure record of exchange that establishes trust, accountability and transparency across supply chain networks. Supported by the Linux Foundation's open source, open-standards based Hyperledger Project, Blockchain has the potential to improve regulatory compliance, reduce cost and time for product recall as well as advance trade. Are you curious about Blockchain and how it can provide you with new opportunities for innovation and growth? In her session at 20th Cloud Exp...
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...
SYS-CON Events announced today that Hitachi Data Systems, a wholly owned subsidiary of Hitachi LTD., will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City. Hitachi Data Systems (HDS) will be featuring the Hitachi Content Platform (HCP) portfolio. This is the industry’s only offering that allows organizations to bring together object storage, file sync and share, cloud storage gateways, and sophisticated search an...
While some vendors scramble to create and sell you a fancy solution for monitoring your spanking new Amazon Lambdas, hear how you can do it on the cheap using just built-in Java APIs yourself. By exploiting a little-known fact that Lambdas aren’t exactly single threaded, you can effectively identify hot spots in your serverless code. In his session at 20th Cloud Expo, David Martin, Principal Product Owner at CA Technologies, will give a live demonstration and code walkthrough, showing how to o...
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.