Under the terms of the open ended contract, which is anticipated to be reviewed after two years, Datacom takes full responsibility for in-bound technical enquiries from Fujitsu PC’s >> insert number here << Australian and New Zealand customers. A wholly-owned subsidiary of Fujitsu Limited, Fujitsu PC is a leading supplier of compact, high performance notebooks, tablet and desktop PC’s to the corporate and education markets.

Under the terms of the contract, Datacom is providing inbound tier one and tier two technical support services to Fujitsu PC’s Australian and New Zealand customers, including assessment of hardware faults and resolution of software issues over the phone.

Datacom’s solution, a fully managed contact centre service including infrastructure, hosting and management, aims to drive constant improvement in customer satisfaction levels via a fix-at-first-point of contact help desk delivery model – that is, increasing the percentage of technical enquiries resolved at first contact, rather than being escalated to an authorised Fujitsu PC service centre for inspection and repair. Furthermore, the new contract involves provision of a secure web-enabled access portal allowing Fujitsu PC 24x7 real-time access to granular operational metrics .This portal also serves the purpose of a total CRM solution, developed and tailored by Datacom to meet the specific needs of Fujitsu PC and their customers.

Fujitsu PC’s decision to award the deal to Datacom involved the incumbent supplier and tier one contact centre providers.

Key to Datacom’s success was its proven experience in call centre services, depth and breadth of technical expertise and competitive pricing model. John Lee, Product Manager for Fujitsu PC, comments, “We needed a responsive partner with both the deep technical expertise to understand our existing and anticipated product lines and the capacity to scale with our business to meet our needs moving forward.

“Datacom understands our call volumes and has the foresight to evolve with our business.

They are responsive, have a consultative approach and are easy to do business with – which gives us the confidence to relax knowing that our Australian customers will continue to get top service today and in the future.” Michael Browne, Chief Executive Officer, Datacom, adds, “This contract is a significant win for Datacom, as well as further endorsement of our specialist capabilities in technical help desk services for the world’s leading technology companies.

We are thrilled to have been awarded this key contract for Fujitsu PC, and look forward to working with them in the months and years ahead.” Datacom and Fujitsu signed the outsourcing contract earlier this year.

Following a three-month pilot period, the contracted services are now fully live and are being provided from Datacom’s North Ryde call centre.