Challenges

Fuji Electric is continuously launching new products & solutions.

These are supported by expanded sales reach & addition of manpower resources, R&D and manufacturing capability at 5 factories in India. With this rapid growth here are a few challenges they faced:

• Requests for support from end users were getting missed. Even if user raises a request, there is no committed response or escalation.
• Unable to track users’ requests that were handled using email and phone. No visibility of who is resolving the users’ requests.
• Unable to measure support personal performance i.e. who is serving most and how quickly each one is resolving users’ requests.
• Internal Audit team was keen on receiving actual data of IT helpdesk performance and their support to users, but
  Fuji was not having any such metrics.
• Sales team needed support from IT, but IT staff were busy in serving others as there was no priority and classification of requests resulting in loss of business.
• SAP new service requests were sent and tracked over email communication, posing many challenges like delays in processing requests and fixing accountabilities, to name a few.
• Email groups and rules were setup in email software to redirect customers’ emails to different consultant groups. This was difficult to manage and needed prolonged administration.​
• There was no audit/tracking of support requests and no way of committing an SLA to customers. No particular way of tracking support & development requests separately.