Case Study: Fujifilm achieves proactive remote support and cost savings with GoTo Rescue

FUJIFILM cuts field onsite costs and boosts customer satisfaction with GoTo

Fujifilm sought to elevate its customer support in Asia Pacific beyond its existing mature helpdesks and call centers. The challenge was to implement a remote access tool that would facilitate not just technical assistance but also enable proactive and predictive support. To achieve this, Fujifilm turned to vendor GoTo and their product, Rescue.

By implementing GoTo's Rescue, Fujifilm improved its web-based remote support, leading to increased customer satisfaction and significant cost savings across the region. The solution also enabled new revenue streams through professional services, such as remote design work and training. GoTo's tool was instrumental in helping Fujifilm reduce field onsite costs and move up the value chain.

Fujifilm