SESSION SPONSOR

LATEST TRENDS IN FIELD SERVICES:

CHALLENGES, INNOVATION &

OPPORTUNITIESDaniel Cran

Director APAC, LogMeIn

Agenda

• Why do we care about Field Services?

• What are the trends in the market?

• An example of excelling in the new world

We believe –possibilities

increase with connectivity

Our mission –simplify how

people connect to each other and the world around them

Identity and Access

Collaboration

Internet of Things

Convergence of Mega Trends

About TSIA

• Leading professional association of technology services industry

• Thousands of services executives, managers, and professionals

• Annual reports look at key trends

Today’s Service Challenges

Customers want more options

How customers are looking for help

Has omni-channel customer service made consumers more demanding?

84% Say that

customer

service impacts

their choice of

business

77% Have stopped

doing business

with a company

following a bad

customer

experience

American results: 81% | 68%

Customers want less effort… on their part

The Good and the Bad

50%

48%

27%

14%

6%

39%

47%

44%

42%

37%

11%

5%

29%

44%

57%

Time taken to reach a representative

Ability to reach the right representative

Ease of use of self service

Number of ways to reach representatives

Information on web

Worsened Stayed the Same ImprovedSource: Ovum – Where Contact Centres are

Missing the Mark (2015)

Proactive Engagement

Customers see IoT as hazy but want to resolve technical issues faster.

21%

34%

37%

63%

Scheduling visits from the righttechnical or field staff

Automatically create trouble ticketswhen issues occur

Understand technical issues withoutspeaking to a representative

Resolve technical issues faster

Which two of the following benefits would be most useful to you by connecting

your products to the Internet?

Source: Ovum – Where Contact Centres are

Missing the Mark (2015)

Streamlining efforts &

reducing cost

SESSION SPONSOR

Case Study:

Fuji Xerox Asia Pacific

Customer Support:

eSupport and LogMeInRob de Jong,

Manager, Solution Support Centres, Fuji Xerox Asia Pacific Customer Technical Support

The Complexity of Business –Fuji Xerox Experience

The Complexity of Business – Fuji Xerox Experience

The Changing Environment –Customer Expectations

20

From… To …

Customer

Loyalty

Pro-active

Resolve

Customer

Communities

Satisfied

Customer

Reactive

Respond

Voice of Customer

FXAP Customer SupportOverview & eSupport Strategy

Our Customer Support Vision

23

FXAP Customer SupportVital Statistics

In FY2014 2 million Fuji Xerox customers

across 14 countries in the Asia Pacific

received a support resolution from one of our

500 support staff

based in Australia, Kuala Lumpur, Seoul and

Shanghai. Staff work across 11 time zones in

11 languages with a common goal of providing

every customer with an exceptional support

experience.

Our Customer eSupport Strategy

Level 0

Level 1

Level 2

Key objectives

1. Provide a benchmark customer experience that is

consistent for all Fuji Xerox Asia Pacific customers

• Responsive

• Support Options

2. Establish a sustainable support model that delivers

increases in productivity and profitability region wide

3. Utilises all available remote support technologies

meeting the technical and generational needs of our

customers

4. To stay ahead of the curve and creates a point of

difference to our competitors

5. Makes it easy for customers to do business with us

Evolution of eSupport

Growth in eSupport

Our Customer eSupport Strategy

Our Remote Support Journey

Remote Technical Support

Customer Technical Support (CTS) Centres

• Multi Lingual - Technical remote support across full range of

• Fuji Xerox products – Office, Graphic Comms and Printers

• Software and Hardware direct to customer, CE/SA, Authorised Service Providers

• Quick Response and Quick Resolution

• Initial Response – 80% within 30 minutes Resolution Rate

• Remote Firmware Upgrades (EPBB connected devices)

• Value Added Services:

• Managed Solution Support

• Professional Services – forms design, remote pre-sales, installation, consultancy

• ICT Services

Customer Technical Support (CTS) Centres: Results

Why Rescue?

• Quick connection time

• Remote desktop performance

• Quick setup

• Multi-OS support

• Multi-engineer collaboration

• Flexibility of Configuration

• Session recording

• Voice of the Customer

• Multi-Web Workflow Support

• Language support

• Comprehensive reporting

Tracking Voice of the Customer (VoC)

• Two workflows:• Support Centre initiated• Customer initiated (via calling

card)

• VoC survey of both customer and engineer

• Customer results published real-time on dashboards in Kuala Lumpur, Sydney and Seoul Support Centres

LMI Calling Card:

XMPIE | 59590416

Our Rescue Story

Rescue Usage Comparison FY2010 v FY2015

• Acceptance and usage has remained high in most Asian countries

• Significant increase in acceptance by FX Thailand customers – 89%

• Decrease in acceptance of Rescue with our FX China customers

• Intermittent connectivity issues

• Responsiveness issues

• Difficult to communicate “rescue123”

Our Remote Technical Support Today

Advantage through our remote technical support today

Focused technical upskilling of Level 1 Support

• Transition the “easier” technical resolutions to the 1st level teams – driver installation, easy device set up issues

• Expanding use of LogMeIn Rescue

• Customers issues resolved quicker

• Increasing customer satisfaction

• “Freeing up” Level 2 resources to focus on more value add, higher level technical issues

Level 1

Level 2

Our Remote Technical Support Today: Value Added Remote Services including..

Our Remote Technical Support: Tomorrow’s Opportunity

Our Remote Technical Support Tomorrow:Evolve into a full remote service engineer support model• Full utilisation of remote support tool capabilities to

maximise remote resolution

• Increasing Field Engineer Productivity (H/W),

Increasing and Expediting Remote Resolutions,

Increasing Customer Satisfaction

• Rescue Lens:

• New feature of the LogMeIn Rescue tool

• Uses mobile device (smartphone) to provide

remote “eyes on site”

• Can be used directly with field engineer, onsite

IT Support or customer

• Pilot currently in progress

From

Remote

Support to

Remote

Service

Q&A

Rob de Jong

Manager, Solution Support Centres,

Fuji Xerox Asia Pacific Customer

Technical Support

Rob.de.jong@fujixerox.com

Daniel Cran

Director APAC

LogMeIn

dcran@logmein.com