24/7 Customer Support Centre

Always On

Fujitsu's Customer Support Centre provides network operators with a 24/7 manned service, and is staffed by a team of accredited engineers. The Customer Support Centre provides an extremely high level of technical back-up, and is based at Fujitsu's European headquarters in Birmingham.

Network operators can access both second- and third-line support, with a shift system ensuring that a core team of engineers is always available, complemented by further engineering and management resources.

Quality of service is the key driver - Fujitsu's Customer Support Centre receives calls for help via telephone and on-line systems, with all incidents logged on FACTS - the Fujitsu Automated Call Tracking System. All enquiries are given a unique reference number, with their history and progress monitored by FACTS throughout the process. Depending on the nature of the enquiry, support engineers respond to enquiries by telephone or by logging into a customer's network using FENS, Fujitsu's secure network management system. Typically, around 95% of all enquiries are resolved remotely, with the remainder handled through site visits by Fujitsu Field Services personnel.