Nature of Business
Fuji Xerox Asia Pacific Pte Ltd is a global manufacturer of office systems for document creation and publishing. Its products include network and standalone digital black-and-white and colour printers, copiers, electronic scanners, plotters, multi-function devices, document management software and document supplies.

Application of Enterprise SMS
Apart from producing top quality products, Fuji Xerox is also committed to top quality after sales service. With Enterprise SMS, the company is able to send instant updates on each problem and location to nearly 200 engineers, as and when they receive phone calls from customers.

Advantages & Benefits

• Improved accuracy and efficiency: Written messages via SMS leave little room for mistakes in the translation of the message to the engineer, leading to increased efficiency. Moreover, the company is able to record when the engineer receives the message and the time of completion.

• More savings, less calls: The engineers no longer need to contact the call centre for the next appointment as they receive their next appointments via SMS, which saves the company time and money.

• Higher productivity: The company witnessed a dramatic increase in the productivity of their engineers since this system was introduced.

• Customer satisfaction: Customers are happy when they hear about this service as they are convinced that this will mean better service for them.

Nature of Business
SRG Asia Pacific Sdn Bhd (SRG AP) is a leading Business Process Outsourcer (BPO) with specialist capabilities in the area of customer communication and customer relationship management. Armed with specific domain knowledge of CRM, marketing and contact centre expertise, SRG AP has been acknowledged as Malaysia’s top performing contact centre in 2004 and 2005, as well as Regional Call Centre of the Year in 2005.

Application of Enterprise SMS
A multi award-winning call centre, SRG AP handles as many as 30,000 calls a day. Passionate about knowing how customers feel and think, the company is committed to improving every interaction and uses Desktop SMS to track customer satisfaction of their team of agents.

Advantages & Benefits

• Cost-effective: Instead of hiring, training and managing a team to conduct the survey, the company achieved better and more cost-efficient results by using Enterprise SMS.

• Instant responses: With Enterprise SMS, the company was able to receive more accurate responses to the survey by sending out an earlier blast, with a follow-up within a critical 24-hour period where respondents are still able to recall their interaction with the agent.

• Flexibility and control: It allows the company to tailor the survey according to a specific need, time and place with total control.

• Tailored business processes: After initiating a number of changes in the company’s current processes, the survey was able to determine whether those processes had indeed helped to improve the customer-agent interaction and increase customer satisfaction and resolution.