Case Study: Fuji Xerox achieves 69% eSupport resolution and new revenue streams with GoTo Rescue

Fuji Xerox - Customer Case Study

Fuji Xerox turned to GoTo to deploy the remote IT support tool Rescue to raise customer satisfaction and move from reactive to proactive, predictive support across Asia Pacific. With more than 100 support engineers across Sydney, Seoul and Kuala Lumpur and regional coverage expanding to 14 countries, Fuji Xerox needed a remote-access solution to reduce costly machine downtime and resolve issues before customers were impacted.

GoTo’s Rescue was rolled out regionally, combined with upskilling for engineers and streamlined onboarding, enabling 69% of Fuji Xerox’s support transactions to be handled via eSupport (more than 2 million transactions a year). Use of remote support rose from 27% to 41%, field visits and associated man-hours were significantly reduced, customer satisfaction and competitive differentiation increased, and new paid professional-service revenue streams were opened — all driven by GoTo’s Rescue solution.

Fuji Xerox

Justin Russell

General Manager, Solutions Business Group, Customer Support Asia Pacific Operations