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
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, discussed how from store operations and ...
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to it...
"There's plenty of bandwidth out there but it's never in the right place. So what Cedexis does is uses data to work out the best pathways to get data from the origin to the person who wants to get it," explained Simon Jones, Evangelist and Head of Marketing at Cedexis, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Agile has finally jumped the technology shark, expanding outside the software world. Enterprises are now increasingly adopting Agile practices across their organizations in order to successfully navigate the disruptive waters that threaten to drown them. In our quest for establishing change as a core competency in our organizations, this business-centric notion of Agile is an essential component of Agile Digital Transformation. In the years since the publication of the Agile Manifesto, the conn...
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5–7, 2018, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buye...
Enterprises are moving to the cloud faster than most of us in security expected. CIOs are going from 0 to 100 in cloud adoption and leaving security teams in the dust. Once cloud is part of an enterprise stack, it’s unclear who has responsibility for the protection of applications, services, and data. When cloud breaches occur, whether active compromise or a publicly accessible database, the blame must fall on both service providers and users. In his session at 21st Cloud Expo, Ben Johnson, C...
"We're developing a software that is based on the cloud environment and we are providing those services to corporations and the general public," explained Seungmin Kim, CEO/CTO of SM Systems Inc., in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...
"MobiDev is a software development company and we do complex, custom software development for everybody from entrepreneurs to large enterprises," explained Alan Winters, U.S. Head of Business Development at MobiDev, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
"Codigm is based on the cloud and we are here to explore marketing opportunities in America. Our mission is to make an ecosystem of the SW environment that anyone can understand, learn, teach, and develop the SW on the cloud," explained Sung Tae Ryu, CEO of Codigm, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Telecom Reseller has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
Data scientists must access high-performance computing resources across a wide-area network. To achieve cloud-based HPC visualization, researchers must transfer datasets and visualization results efficiently. HPC clusters now compute GPU-accelerated visualization in the cloud cluster. To efficiently display results remotely, a high-performance, low-latency protocol transfers the display from the cluster to a remote desktop. Further, tools to easily mount remote datasets and efficiently transfer...
"CA has been doing a lot of things in the area of DevOps. Now we have a complete set of tool sets in order to enable customers to go all the way from planning to development to testing down to release into the operations," explained Aruna Ravichandran, Vice President of Global Marketing and Strategy at CA Technologies, in this SYS-CON.tv interview at DevOps Summit at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, introduced two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a multip...
In his session at 21st Cloud Expo, James Henry, Co-CEO/CTO of Calgary Scientific Inc., introduced you to the challenges, solutions and benefits of training AI systems to solve visual problems with an emphasis on improving AIs with continuous training in the field. He explored applications in several industries and discussed technologies that allow the deployment of advanced visualization solutions to the cloud.