Fujifilm’s survey highlights effective service delivery during pandemic

A survey commissioned by Fujifilm to assess its service response during the COVID-19 pandemic has highlighted the good levels of support the company has provided to customers throughout.

In response to the question: “During the COVID-19 pandemic, how would you rate the support you have received from Fujifilm?” the results were positive, with 100 per cent rating the service response as good, very good or excellent.

“Fujifilm UK strives to deliver the best service possible, and over recent years we have invested in a number of areas to improve customer experience,” said Fujifilm Medical Systems UK general manager Adrian Waller. “A key element is our continued commitment to a UK-based customer support centre, where our customers get a direct line to an engineer who can help to diagnose the fault immediately.

“In addition, a new CRM solution has provided the team with real-time access to data, trending and problem management. This is all underpinned by our continued investment in our engineering and applications teams, supported by the recent addition of a training and demonstration facility in our Bedford office.”

Fujifilm's customer service group
Fujifilm’s customer service group.

Customer comments on Fujifilm’s service during the pandemic included: “Good handling of reporting equipment faults via phone and good cover provided by call-out teams. Excellent guidance provided over the phone in cases where issues can be resolved without a visit.”

One customer asked the company to keep up the good work, while another said they were happy with the service and support given on the phone.

Lead picture: Fujifilm’s applications specialist team has been working hard to ensure reliable support for customers.

Published on page 4 of the November 2020 issue of RAD Magazine.

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