e Support Advantage Justin Russell Customer and Technical

e. Support Advantage Justin Russell Customer and Technical Support Manager Fuji Xerox Australia Tuesday 14 th February, 2006

Agenda l About Fuji Xerox Australia l What is e. Support? l Why e. Support? - The FXA experience l Conclusion

‘Xerox & Fuji Xerox Your Global Business Partners’ Xerox is Global Leader in the document management business, offering the most innovative array of products, services and solutions in the industry.

‘Xerox & Fuji Xerox Your Global Business Partners’ Xerox Innovation First Copier with Built-In Diagnostic Microcomputer First Laser Printer Client Server Architecture Personal Distributed Computing First Multi-Beam Laser Ethernet (Protocol) First WYSIWYG & Commercial Mouse

The Global Network Xerox Corporation (25%) Fuji Photo Film (75%) Total Revenues: US$ 17 billion Employees: 68, 000 Total Revenues: US$ 23 billion Fuji Xerox Total Revenues: US$ 9 billion Employees: 14, 400 Committed to R & D: US$ 1. 5 billion Xerox Innovation (P. A. R. C. ) Committed to Quality: ISO 9001 ISO 14001

Fuji Xerox Australia Darwin Head Office Cairns Distribution Centre Townsville State Offices Mackay Alice Springs Non-Metro Dealer Rockhampton Bundaberg Maroochydore Brisbane Perth Adelaide Canberra Bendigo Ballarat - 1, 400 employees Albury Melbourne - $530 million revenue Hobart Lismore Coffs Harbour Newcastle Sydney

Our Business Change Management Current State Assessment • People • Process • Technology People / Culture Process / Performance Management TRANSFORM Organization Structure Technology Continuous Benchmarking & Performance Mgt. Future Business Model • Operational Excellence • Cost Reduction • Productivity Enhancements • Value Creation • Better Content & Document Management • Reduction of Suppliers

Divisional Overview Customer Support Organisation Customer Care Centre • Multi media contact centre - 7 x 24 x 365 - 42, 500 interactions per month • Central Point of Contact • Responsiveness • Resolution - average 12% per month • Customer Satisfaction • Comprehensive Support Portfolio Customer Education Technical Support Centre • Phone based technical experts • Comprehensive knowledge • Access to world class lab facility • Responsiveness • Resolution - average 92% per month National 2 nd Level Support • National technical product experts • Extensive knowledge • Access to world class lab facility IBG Regional Technical Support Field Service Teams • Regional technical product experts • Extensive knowledge • National Field Service Engineer Team • Access to world class lab facility • Access directly to product • Metro and Non-metro coverage development • Responsiveness • National Field Analyst Teams • Onsite software support • Network connectivity and initial training • Pre Sales technical support Product Management

Fuji Xerox Australia Strategy

What is e. Support ? e. Learning Self Help (OSA) e. Logging Drivers Portable Systems Remote Diagnostics Software Download Direct Support e. Service CORPORATE WEBSITE CUSTOMER CARE CENTRE – Customer Care Centre ON SITE SUPPORT – Engineer/Technician

What is e. Support? § An integrated strategy - not tactical § Requires co-ordination - co-operative systems and processes - WEB interface

Why e. Support? § Improve Customer Loyalty - ‘Easy’ to do business with - 24 X 7 availability - Response times - Quality of Support § Productivity - Revenue opportunity - Reduce support costs - Improved Reliability

Why e. Support? - The FXA experience - Onsite Service calls Parts required e. Support opportunity Technical Support calls No parts required

e. Support Portable Systems Direct Support ONSITE SUPPORT e. Service Software Download Drivers ONLINE SUPPORT Remote Support Self Help (OSA) e. Logging WEB SUPPORT (SELF HELP) e. Learning CORPORATE WEBSITE ON SITE SUPPORT – Engineer/Analyst

Portable Systems e. Learning Self Help (OSA) § e. Logging Portable Systems - e-Docs Remote Diagnostics Drivers Software Download Direct Support PWS / PSW - Online diagnostics e. Service - Electronic bulletins - Solutions database (Eureka II) § FIRES - Portable service call receipt - ‘Real Time’ parts replenishment

Direct Support § e. Learning Self Help (OSA) e. Logging Portable Systems § Remote Diagnostics Drivers Technical Support Centre (TSC) Software Download Direct Support First level Technical Phone Support § § e. Service Predominantly software Technical Experts § § 2002 2003 2004 2005 Proactive monitoring of customer equipment § 2001 Regionally recognised centre of technical expertise Access to world class lab facility - Average Response time 30 minutes - >90% call resolution

e. Service § e. Learning Customer Care Centre (CCC) § Self Help (OSA) e. Logging Drivers Portable Systems Remote Diagnostics Software Download Direct Support § § e. Service Global Xerox product solutions knowledge base tool Problem solutions, how-to’s, FAQ’s etc. . Resolutions at first point of contact

e. Service Visible to agents only Agents encouraged to provide feedback if anomalies are detected/solution missing etc. . Special Instructions for Agents Action/Resolution Codes

Device Drivers § Current Drivers for all Xerox products e. Learning Self Help (OSA) § e. Logging Portable Systems Remote Diagnostics Drivers Software Download Direct Support e. Service Allows download of ‘patches’ and upgrades via the Web.

e. Logging § Allowing customers to log their own e. Learning Self Help (OSA) e. Logging Portable Systems Drivers requests for assistance Remote Diagnostics Software Download Direct Support e. Service § Features Include: • Searchable Solution Database • Online problem tracking § Integrated with OSA and local systems

e. Logging

Self Help (OSA) Online Support Assistant (OSA) § Direct customer access to assistance and solutions database § Clear step by step instructions e. Learning Self Help (OSA) e. Logging Portable Systems Remote Diagnostics Drivers Software Download Direct Support § § e. Service Clear images Video files § Ability to escalate support requests electronically (e. Logging) § 24 x 7 availability 2005 Enquires Resolution

Self Help (OSA) Product Development Product Documentation Eureka Online Support Assistant Training Material Technical Support Field Support

Self Help (OSA) 1. Select Product 2. Select Query - Product Specs - How to - FAQ - Solutions For www. fujixerox. com. au/support Instant Response 24 x 7 x 365 3. Follow instructions

Remote Diagnostics e. Learning Self Help (OSA) e. Logging Portable Systems Remote Diagnostics Drivers Software Download Direct Support e. Service § Centre. Ware Web - Office Equipment § Command Centre - Production Equipment § Web Ex “Breathe Easy”

Command Centre ü Australian Technology Park – Sydney Australia ü High Volume Production Products ü Proactive Support Model Hardware and Software ü Centralised Issue Management ü Cooperative effort across all levels of support ü Extensive utilisation of Support tools Rem

Command Centre Concept CUSTOMER SITE SERVICE DATA REMOTE VIEWING COMMAND CENTRE VIEW SERVICE DATA SECURE SERVER

Remote Diagnostics 35% 53% 6% *60% of problems resolved over phone 6%

e. Learning Self Help (OSA) e. Logging Portable Systems Remote Diagnostics Drivers Software Download Direct Support § Web based training (point of need) - e. Service Capture CAM-PRO Net Conferencing § Direct link from OSA § Online Documentation / manuals

Conclusion e. Learning Self Help (OSA) e. Logging Portable Systems Remote Diagnostics Drivers Software Download Direct Support e. Service CORPORATE WEBSITE CUSTOMER CARE CENTRE – Customer Care Centre ON SITE SUPPORT – Engineer/Technician • In 2005 FXA dealt with nearly 80, 000 cases via e-Support initiatives, providing response times of seconds and minutes rather than hours and days • In 2006 up to 50% of customer support transactions will be solved by e-Support initiatives. • e. Support provides a significant opportunity to improve the quality of support (response times and reduce costs).

Questions