Fujitsu's Customer Contact Group (Australia) provides Fujitsu customers with a 24-hours-a-day, 7-days-a-week single point of contact for reporting their hardware and software problems. Customers can log calls via telephone, the Web or a link into Fujitsu's support database.
With customer satisfaction being of paramount importance, specially trained operators are responsible for logging data from customers and engineers. Engineers are assigned to jobs based on availability, skill-set, geography and client Service Level Agreements (SLAs).
Support databases allows call coordinators to proactively manage all aspects of allocation and escalation of calls. Each call coordinator is notified of calls overdue for a response from an engineer, where there is a danger of missing an SLA, or where escalations are required.
The Customer Contact Group constantly updates the individual skills of their staff. Operators are quickly and efficiently trained on any new contract requirements or changes to functionality - with minimum disruption.
Customer Contact Group
Phone: 1800 808 986
Fax: +61 2 9855 6700
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