Quality Customer Relationship Management (QCRM)

In response to customer feedback on our products, services, solutions, or people collected from various channels such as mail, telephone, email, and face-to-face contacts, Fuji Xerox Hong Kong is developing a system to capture voices irrespective of complaints, compliments, or general comments, to translate voices into corrective or preventive actions, and to provide feedback to the senders.

In 2006, we managed to achieve 100% acknowledgement to our customer within two hours after a complaint was received, more than 90% cases in which we could propose a solution to the customer within two days, and more than 85% success rate for which a complaint was resolved within five working days. The objective of setting this high response standard is that we believe "responsiveness" is one of the critical factors for retaining our valuable customers.

Besides this feedback management system, we have been proactively conducting various types of surveys to seek customer opinions. On top of employing professional research services from external consultants to diagnose our performance in various key processes within the value-chain of the business, we have in-house survey experts who specialise in analysing customer feedback on the purchase experience from one of the company's critical processes, namely "Order-To-Collection". We have also conducted a variety of surveys to learn about the moment of truth from customer experience at one point of our services offered, such as product delivery, training, hotline service, and complaint handling.

With this QCRM mechanism in place, we are confident that we can provide our valuable customers with the most efficient and effective services and win their loyal support.