eSupport Advantage

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

2. About Fuji Xerox Australia What is eSupport? Why eSupport?- The FXA experience Conclusion Agenda

3. ‘Xerox & Fuji Xerox Your Global Business Partners’ Xerox is Global Leader in the documentmanagement business, offering the mostinnovative array of products, services and solutions in the industry.

4. ‘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

5. Fuji Photo Film (75%) Xerox Corporation (25%) Total Revenues: US$ 23 billion Total Revenues: US$ 17 billion Employees: 68,000 ISO 9001 ISO 14001 The Global Network 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:

6. Fuji Xerox Australia Darwin HeadOffice Cairns DistributionCentre Townsville StateOffices Mackay Alice Springs Non-MetroDealer Rockhampton Bundaberg Maroochydore Brisbane Perth Adelaide Lismore Coffs Harbour Canberra Newcastle Bendigo Ballarat Albury Sydney - 1,400 employees - $530 million revenue Melbourne Hobart

7. Current State Assessment Future Business Model Process / Performance Management People / Culture • People • Process • Technology • OperationalExcellence T R A N S F O R M Organization Structure Technology • Cost Reduction • Productivity Enhancements • Value Creation • Better Content & Document Management • Reduction of Suppliers Continuous Benchmarking & Performance Mgt. Our Business Change Management

8. Technical Support Centre Customer Care Centre National 2nd Level Support IBG Regional Technical Support Field Service Teams • Regional technical product experts • Extensive knowledge • Access to world class lab facility • Access directly to product development Customer Education • National Field Service Engineer Team • Metro and Non-metro coverage • Responsiveness • National Field Analyst Teams • Onsite software support • Network connectivity and initial training • Pre Sales technical support Product Management Divisional Overview Customer Support Organisation • Phone based technical experts • Comprehensive knowledge • Access to world class lab facility • Responsiveness • Resolution - average 92% per month • Multi media contact centre - 7x24x365 - 42,500 interactions per month • Central Point of Contact • Responsiveness • Resolution - average 12% per month • Customer Satisfaction • Comprehensive Support Portfolio • National technical product experts • Extensive knowledge • Access to world class lab facility

9. Fuji Xerox Australia Strategy

10. eLearning Self Help(OSA) Remote Diagnostics eLogging Drivers SoftwareDownload PortableSystems DirectSupport eService What iseSupport ? CORPORATE WEBSITE CUSTOMER CARE CENTRE – Customer Care Centre ON SITE SUPPORT – Engineer/Technician

11. An integrated strategy- not tactical Requires co-ordination- co-operative systems and processes- WEB interface What is eSupport?

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

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

14. PortableSystems DirectSupport Remote Support eService SoftwareDownload Self Help(OSA) Drivers eLearning eLogging CORPORATE WEBSITE ON SITE SUPPORT – Engineer/Analyst eSupport ONSITE SUPPORT ONLINE SUPPORT WEB SUPPORT (SELF HELP)

15. PWS / PSW - e-Docs - Online diagnostics - Electronic bulletins - Solutions database (Eureka II) Remote Diagnostics eLearning Self Help(OSA) eLogging Drivers SoftwareDownload PortableSystems DirectSupport eService Portable Systems • FIRES - Portable service call receipt - ‘Real Time’ parts replenishment

16. Remote Diagnostics eLearning Self Help(OSA) DirectSupport eLogging Drivers SoftwareDownload PortableSystems eService Direct Support • Technical Support Centre (TSC) • First level Technical Phone Support • Predominantly software • Technical Experts • Regionally recognised centre of technical expertise • Proactive monitoring of customer equipment • Access to world class lab facility- Average Response time 30 minutes - >90% call resolution 2001 2002 2003 2004 2005

17. Remote Diagnostics eLearning Self Help(OSA) DirectSupport eService eLogging Drivers SoftwareDownload PortableSystems eService • Customer Care Centre (CCC) • Global Xerox product solutions knowledge base tool • Problem solutions, how-to’s, FAQ’s etc.. • Resolutions at first point of contact

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

19. Current Drivers for all Xerox products Allows download of ‘patches’ and upgrades via the Web. Remote Diagnostics eLearning Drivers SoftwareDownload Self Help(OSA) DirectSupport eService eLogging PortableSystems Device Drivers

20. Remote Diagnostics eLearning eLogging Drivers SoftwareDownload Self Help(OSA) DirectSupport eService PortableSystems eLogging • Allowing customers to log their own requests for assistance • Features Include: • Searchable Solution Database • Online problem tracking • Integrated with OSA and local systems

21. eLogging

22. Online Support Assistant (OSA) Direct customer access to assistance and solutions database Clear step by step instructions Clear images Video files Ability to escalate support requests electronically (eLogging) 24 x 7 availability Self Help(OSA) Remote Diagnostics eLearning eLogging Drivers SoftwareDownload DirectSupport eService PortableSystems Enquires Resolution Self Help (OSA) 2005

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

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

25. Self Help(OSA) Remote Diagnostics eLearning eLogging Drivers SoftwareDownload DirectSupport eService PortableSystems “Breathe Easy” Remote Diagnostics Remote Diagnostics • CentreWare Web - Office Equipment • Command Centre - Production Equipment • Web Ex

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

27. Command Centre Concept CUSTOMER SITE SERVICE DATA REMOTE VIEWING COMMAND CENTRE SECURESERVER VIEW SERVICE DATA

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

29. eLearning Web based training (point of need) Capture CAM-PRO Net Conferencing Direct link from OSA Online Documentation / manuals eLearning Self Help(OSA) Remote Diagnostics eLogging Drivers SoftwareDownload DirectSupport eService PortableSystems eLearning

30. eLearning Self Help(OSA) Remote Diagnostics eLogging CORPORATE WEBSITE Drivers SoftwareDownload CUSTOMER CARE CENTRE – Customer Care Centre PortableSystems DirectSupport ON SITE SUPPORT – Engineer/Technician eService Conclusion • 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. • eSupport provides a significant opportunity to improve the quality of support (response times and reduce costs).

31. Questions