Case Study: Fuji Xerox achieves proactive customer support and new revenue streams with Rescue by LogMeIn

Fuji Xerox - Customer Case Study

Fuji Xerox Asia Pacific partnered with Rescue by LogMeIn to strengthen its customer support across Asia Pacific. With support centers in Australia, South Korea, and Malaysia, the company wanted to move beyond traditional helpdesks and call centers to deliver proactive, predictive remote assistance that could resolve issues before customers were even aware of them.

Using Rescue, Fuji Xerox expanded remote support from basic device and network troubleshooting into maintenance, professional services, installation, and training. The result was 69% of customer support transactions resolved through its eSupport remote strategy, more than 2 million transactions a year, a rise in remote support usage from 27% to 41%, lower onsite field costs, improved customer satisfaction, and new revenue streams across the region.

Fuji Xerox

Justin Russell

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