Case Study: NEC Fielding achieves 33% faster customer engineer deployment and improved local response with Genesys

NEC Fielding Improves CX with Localized Demand Response

NEC Fielding, a Tokyo-based provider of end-to-end IT support and maintenance, needed to rebuild its contact center and strengthen business continuity while meeting growing, region-specific customer demands. The company faced inefficiencies in initial response, difficulties tailoring service to local needs, and lengthy customer engineer deployment times—challenges that threatened uptime and customer satisfaction.

Using the Genesys Customer Experience Platform, NEC Fielding created “area contact centers,” consolidated repair intake and scheduling into a single workflow, deployed a new diagnostic and scheduling application, and routed calls to the nearest regional center with paired backups. The changes cut engineer deployment time by one-third, enabled real-time performance management, improved service levels and resiliency, and earned industry recognition.

NEC Fielding

Hisashi Nakatsukasa

Manager, Customer Support Division