In its continued effort to provide high-quality support services from a customer-centric perspective, Fujitsu (News - Alert) Limited and Fujitsu Communication Services Limited (CSL) together announced that they have successfully completed the Support Center Certification Program of HDI for its PC Concierge Service Dedicated Telephone Support Desk (PC Concierge Desk) solution.
Fujitsu’s PC Concierge Desk solution received its certification based on an examination conducted in December 2013 by HDI. HDI is one of the largest certification bodies for the technical service and support industry, and Fujitsu’s PC Concierge Desk solution is the only PC support desk in Japan to receive this certification.
The Fujitsu PC Concierge Service Dedicated Telephone Support Desk is a fee-based telephone support service available in Japan. It is meant to help customers get the most out of their PCs by offering advice on peripheral products made by Fujitsu and other companies.
In addition, the PC Concierge Desk service also advises customers on how to use Internet services and software made by other companies, thereby contributing to a richer PC experience for its customers.
The Support Center Certification Program of HDI, which examined Fujitsu’s PC Concierge Desk service, is the only certification program based on International standards for support centers. According to company officials, this certification was developed based on existing International quality standards such as the European Foundation for Quality Management (EFQM), and other key industry standards.
Fujitsu explained that this certification is an acknowledgement that the support services provided by Fujitsu and CSL meet International standards and that the company maintains the highest level of support quality in Japan.
Companies interested in receiving HDI’s certification must undergo an on-site inspection; score above the benchmark threshold on 69 standards organized into eight categories; and achieve an overall score at or above the benchmark level.
Earlier, Fujitsu had received this same certification for its Raku-Raku PC Dedicated Telephone Support Desk solution. According to officials, the company took its expertise from its FMV Raku-Raku PC solution to lay out a solid operational direction and business strategy for the PC Concierge Desk solution.
Edited by Blaise McNamee