Hong Kong, 10^th November 2011 – Fuji Xerox is re-defining the possibilities of support services.  From today, the company will roll-out a new iSupport service powered by the company-developed Electronic Partnership Broadband service (EP-BB). The service is offered free of charge to Fuji Xerox customers and adds up to an even greater customer experience when technical support is needed.  The remote service capability of EP-BB consists of four core services, including Automatic Meter Capture, Proactive Fault Alerts, Proactive Consumable Management and Green Report, which help to keep customers' document management infrastructures running smoothly in an eco-friendly way.  The launch of EP-BB also will also raise the current average service uptime support level to 99.7%.

Fuji Xerox iSupport delivers comprehensive support 24/7, enabling issues to be identified and resolved with greater ease and efficiency. EP-BB is a high-speed Internet link which connects clients' Fuji Xerox devices automatically and securely with the Fuji Xerox Electronic Partner Centre. It monitors customers' device usage and maintenance status, automating a string of support functions and in most cases, taking remedial action automatically in the event of a problem. From SMBs to large multinationals, iSupport reduces the burden on in-house IT and Admin, offering simplified maintenance and peace of mind.

Four core support services are provided automatically:

1.     Automatic meter capture eliminates the burden of taking manual readings, and the possibility of human error.

2.     Proactive fault alerts are made possible by the continuous monitoring provided by EP-BB. In the event of a problem, fault alerts are automatically sent to the Fuji Xerox support team.

3.     Proactive consumable management enables consumables like toner to be managed in a similarly proactive way, making it quicker and easier for supplies to be replenished whenever required.

4.     Green reports are derived from information on a customer's usage. These automatically assess the environmental sustainability of a customer's set-up and print usage, providing information on paper and energy consumption and equivalent CO₂ emissions to help customers achieve greener workplaces.

Another automated feature of the enhanced iSupport package is the intuitive e-Billing platform, which streamlines the payment and account management processes and offers unprecedented user-friendliness. All of these features help to minimize downtime, boost productivity and provide customers with an intelligent and powerful set of tools that make document management easier than ever before.

The roll-out underlines Fuji Xerox's commitment to providing the best customer services in the industry. As well as enhanced average service up-time assurance of 99.7%, the company is committed to delivering urgently-required spare parts within 45 minutes for customers located along any MTR city route. For customers in those locations, Fuji Xerox also commits to having office print devices back up and running within four hours of the initial fault report.

"We want our customers to know that, if things go wrong, Fuji Xerox Hong Kong as their trusted partner has the latest tools at its disposal to resolve issues quickly," said Joseph Yu, Managing Director of Fuji Xerox Hong Kong. "iSupport (powered by EP-BB) links customers' print infrastructure to the Fuji Xerox Electronic Partner Centre. Among other benefits, this alerts our support team to any problems immediately, allowing us resolve them before the customer is even aware of them. I believe the benefits in terms of customer experience will be evident from day one."

Uniquely in the enterprise print segment, Fuji Xerox technical support centre and online support services hold the prestigious Service Capability and Performance Standards (SCP) certification. This signifies to customers that service levels and provisions are monitored and evaluated by an independent third party (the US-based Service Strategies Corp.) against a rigorous set of performance standards. Certification requires comprehensive audits and annual re-certification to confirm that companies continue to meet the requirements of the program.

"We see SCP certification as a way to prove to our customers that we are not just 'talking the talk' when it comes to following best practices and providing the highest standards of technical support in the industry," added Yu. "As a company, we constantly strive to improve our service offering. We view our customers as long-term partners, and delivering proven world-class service support is a key part of maintaining their trust and confidence in us."