Case Study: FUJIFILM Asia Pacific achieves 69% remote resolution and reduced field costs with GoTo Rescue

How FUJIFILM leveraged Rescue to significantly reduce field onsite costs and raise customer satisfaction expectation

Fujifilm Asia Pacific, with 100+ support engineers across Sydney, Seoul and Kuala Lumpur, needed a remote access solution to move from reactive troubleshooting to proactive, predictive support. To achieve faster diagnostics, reduce costly machine downtime and improve customer experience, Fujifilm adopted Rescue from GoTo as its web-based remote support tool.

GoTo’s Rescue was rolled out across Fujifilm’s support teams with targeted upskilling and seamless customer onboarding, enabling 69% of Fujifilm’s support transactions to be resolved via its eSupport remote strategy — more than 2 million transactions per year. Rescue use rose from 27% to 41%, cutting field onsite costs and man-hours, raising customer satisfaction, and opening new revenue streams such as remote professional services.

Fujifilm

Justin Russell

General Manager Solutions Business Group