Despite a mature online support function – FAQs, self-help and technical helpdesks – and sophisticated call centres across Asia Pacific, FUJIFILM wanted to take its customer support to the next level. To achieve this, FUJIFILM needed a remote access tool to not only enable remote technical assistance, but drive proactive and predictive support.

Rescue has been used by FUJIFILM to boost its web-based remote support solution, improve customer satisfaction, and achieve cost savings across Asia Pacific. FUJIFILM invested in upskilling its support engineers to utilise Rescue correctly. By ensuring the whole experience was positive and consistent from the start, on-boarding customers was a seamless process.

With Rescue, FUJIFILM has also been able to branch into new revenue streams such as professional services. On select applications, FUJIFILM can further assist in remote design work, installation and training, which can then be costed to the client as desired.