Case Study: Fujitsu Software Corporation streamlines customer support and cuts costs with TechExcel ServiceWise

ServiceWise Helps Streamline Fujitsu Software’s Support Process

Fujitsu Software Corporation, a subsidiary of Fujitsu Limited, needed a better way to handle thousands of customer support requests and reduce the heavy workload on its 50 support engineers, who were spending hours repeating phone-based troubleshooting. The company sought a scalable customer support solution and chose TechExcel’s ServiceWise from the FrontOffice CRM suite.

TechExcel implemented ServiceWise as a web-centric support center with customizable workflows, knowledge base access, incident routing, and automated notifications. The results were significant: manual emails dropped by more than 60%, support costs fell by at least $500,000, and Fujitsu Software was able to move several technicians into higher-value roles while giving customers 24/7 self-service support and faster response times.

Fujitsu Software Corporation

Jim Battaglieri

Director of Services and Support