1. Customer
Satisfaction
Fuji Xerox Document Management Solutions
Creating efficiency, engagement and effectiveness
Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and/or other countries.
Fuji Xerox Document
Management Solutions
Asia Limited
• Hong Kong
• Taiwan
• Philippines
• Singapore
Fuji Xerox Document
Management Solutions
Pty. Limited
• Sydney
• Newcastle
• Canberra
• Melbourne
• Brisbane
• Adelaide
• Perth
• Darwin
Our Culture: Guiding Principles
Mission Statement
Set forth a common goal for Fuji Xerox and all Group companies including
domestic and overseas affiliates and sales subsidiaries, as well as all employees.
• Build an environment for the creation and effective
utilisation of knowledge
• Contribute to the advancement of the global community by
fostering mutual trust and enriching diverse cultures
• Achieve growth and fulfilment in both our professional
and personal lives
Commentary on the Shared Values
The Shared Values comprise 10 value statements, each emphasising our
responsibility and setting forth how we should approach business as members
of society and as individuals based on a fundamental respect for humanity.
Our solutions and capability
www.dms.fujixerox.com
Distr
ibute Prod
uce
Proc
ess Cre
ate
Consultancy
CreativeServices
Content
Collaboration
Document
Composition
Print
Procurement
Ad
Hoc,
Directand
EssentialM
ail
Managed
Print
Services
Business
Process
M
anagem
ent
Scanning
& Imaging
Warehousing
& Distribution
M
ulti-channel
Mailrooms
Customer
Value
Fuji Xerox Document Management Solutions Pty. Limited.
Fuji Xerox Document Management Solutions Asia Limited.
Tel: 13 000 FXDMS
Shared Values
• Customer Satisfaction
• Environmental Consciousness
• High Ethical Standards
• Scientific Thinking
• Professionalism
• Team Spirit
• Cultural Diversity
• Trust and Consideration
• Joy and Fulfilment
• Adventurous/Pioneer Spirit
Our Corporate Profile 2015
2. “From our perspective,
investing in the
infrastructure required to
deliver our statements via
Netbank has a good
payback, as it has helped
drive customer satisfaction
with the bonus of reducing
postage costs”
Drew Unsworth, General Manager,
Online Banking CBA
Organisations in every sector partner with Fuji Xerox Document
Management Solutions (Fuji Xerox) to communicate with customers and
prospects. Our integrated, multi-channel approach to personalised
communication enhances customer experience, converts consumers into
customers, and improves loyalty and lifetime value.
We are in the business of delivering innovative solutions that enhance the
efficiency of our clients’ businesses. We help streamline and increase the
transparency of business processes while reducing operating costs. We offer a
range of applications that are designed to improve user experiences and
improve the connections between our clients and their customers. Each year
we all have to do more with less. We are given higher revenue targets, bigger
profit margins, and we are expected to demonstrate improvements to the
satisfaction levels of our customers.
For every one of your customers and
every part of your business
Creating efficiencies
Fuji Xerox introduces efficiencies to
our clients’ customer communication
functions and supporting back office
processes. At their most basic, these
efficiencies are simply achieved by the
act of outsourcing to a well resourced
and experienced partner. Deeper
efficiencies are delivered in situations
where we are able to consult to its
clients and establish more defined
plans, that are integrated with the
business objectives of individual
organisations.
An example of an efficiency
introduced into a competitive sector
by Fuji Xerox is automated insurance
claims processing. Our analysis of the
traditional claims management
process showed that it involved a
considerable degree of manual
processing, high staff numbers
required to meet peaks in demand, a
significant amount of paperwork, and
a long lead time for each claim. By
eliminating most of the manual tasks
involved in claims processing using
smart digitisation and sophisticated
digital workflows, we have reduced the
cost of claims processing for our
health insurance clients by up to 60%.
At the same time, our health insurance
clients are experiencing increases in
staff and member satisfaction that are
directly related to the speed and
accuracy of the automated claims
process.
Improving engagement
A high level of customer experience is
a key requirement for any
organisation that wishes to attract,
retain and grow customers. We are
deeply involved in driving higher levels
of customer experience for our clients
through the expert design of
communications and the reliable and
consistent delivery of those
communications across a range of
physical and electronic channels.
The ability to offer a range of channels
that can be used simultaneously in an
integrated fashion is one of our
strongest market leadership
characteristics. This multi-channel
approach to customer communication
affords our clients the ability to choose
and swap channels based on their
needs and the preferences of their
customers. Applying multi-channel
communication to a customer
experience plan:
• increases the opportunities for
talking to customers on a one to
one basis
• allows customers to choose how
they interact with their service
providers
• increases the likelihood of
positive outcomes for growth
objectives through higher levels
of customer experience, closer
customer relationships, and
greater levels of trust and
loyalty.
Delivering effectiveness
The efficiencies introduced to our
clients’ operations are often
responsible for driving high levels of
customer experience and satisfaction.
When multi-channel options are
adopted by our clients, they save time
and money. For our clients’ customers,
this multi-channel approach means
they are able to interact with their
service providers using channels that
they choose and prefer.
In the case of the efficiencies
introduced by automated mailroom
management, our clients are not the
only beneficiaries. Our clients’
customers receive improved levels of
service, shorter waiting times, more
self-service options and greater service
transparency. Knowing that their
provider operates effectively reinforces
that they are paying a fair price for the
service and value they receive.
“Fuji Xerox Document Management Solutions was an
existing partner for American Express and possessed the
capabilities within their business to deliver innovative
solutions American Express was seeking to leverage.
Leveraging the Fuji Xerox technical environment, we
now have the capability to include graphical,
visually-engaging offers on a statement page that are
personal, timely and relevant”
Innes Kent, Director, Customer Network Partners, American Express
“The fact we were able to
double our response rates
speaks for itself”
Mike Greasley,
Head of Marketing JDRF
Throughout the customer
lifecycle we can help your
organisation move from
'Transactional to
Transformational'.
We provide enhanced
processes to acquire, retain
and grow your customer
base.
Content Capture:
Inbound
“Receiving”
• Paper and electronic receipt
• Document classification
• Document scanning
• Data capture (automated
and manual)
• Data validation
• Exception handling
Content Creation:
Outbound
“Sending”
• Data receipt
• Document composition
• Whitespace management
• Data driven messaging
• Multi-channel output
• Content collaboration and
transpromo marketing
• Ad hoc, direct and
essential mail
Content Management:
Online
“Accessing”
• Electronic archive
• Branch/call centre/staff
access
• Customer self service
• Multi-channel reminders
and notifications
• 2-Way digital mailbox
Business Process
Management:
“Processing”
• Online workflow
• Integration with business
systems
• Automated business
processes
• Straight through
processing
Our Customer Communications Management
Our Statistics
• 4 billion digital communications
• 1 million jobs processed
• 2000 people
• Worlds largest outsourced essential
communications service provider
• 3.5 billion printed impressions
• 80% market share
• 100 million scanned documents
• 10,000 customer computer programs
created
Simplifying BusinessCreating efficiency, engagement and effectiveness
3. “From our perspective,
investing in the
infrastructure required to
deliver our statements via
Netbank has a good
payback, as it has helped
drive customer satisfaction
with the bonus of reducing
postage costs”
Drew Unsworth, General Manager,
Online Banking CBA
Organisations in every sector partner with Fuji Xerox Document
Management Solutions (Fuji Xerox) to communicate with customers and
prospects. Our integrated, multi-channel approach to personalised
communication enhances customer experience, converts consumers into
customers, and improves loyalty and lifetime value.
We are in the business of delivering innovative solutions that enhance the
efficiency of our clients’ businesses. We help streamline and increase the
transparency of business processes while reducing operating costs. We offer a
range of applications that are designed to improve user experiences and
improve the connections between our clients and their customers. Each year
we all have to do more with less. We are given higher revenue targets, bigger
profit margins, and we are expected to demonstrate improvements to the
satisfaction levels of our customers.
For every one of your customers and
every part of your business
Creating efficiencies
Fuji Xerox introduces efficiencies to
our clients’ customer communication
functions and supporting back office
processes. At their most basic, these
efficiencies are simply achieved by the
act of outsourcing to a well resourced
and experienced partner. Deeper
efficiencies are delivered in situations
where we are able to consult to its
clients and establish more defined
plans, that are integrated with the
business objectives of individual
organisations.
An example of an efficiency
introduced into a competitive sector
by Fuji Xerox is automated insurance
claims processing. Our analysis of the
traditional claims management
process showed that it involved a
considerable degree of manual
processing, high staff numbers
required to meet peaks in demand, a
significant amount of paperwork, and
a long lead time for each claim. By
eliminating most of the manual tasks
involved in claims processing using
smart digitisation and sophisticated
digital workflows, we have reduced the
cost of claims processing for our
health insurance clients by up to 60%.
At the same time, our health insurance
clients are experiencing increases in
staff and member satisfaction that are
directly related to the speed and
accuracy of the automated claims
process.
Improving engagement
A high level of customer experience is
a key requirement for any
organisation that wishes to attract,
retain and grow customers. We are
deeply involved in driving higher levels
of customer experience for our clients
through the expert design of
communications and the reliable and
consistent delivery of those
communications across a range of
physical and electronic channels.
The ability to offer a range of channels
that can be used simultaneously in an
integrated fashion is one of our
strongest market leadership
characteristics. This multi-channel
approach to customer communication
affords our clients the ability to choose
and swap channels based on their
needs and the preferences of their
customers. Applying multi-channel
communication to a customer
experience plan:
• increases the opportunities for
talking to customers on a one to
one basis
• allows customers to choose how
they interact with their service
providers
• increases the likelihood of
positive outcomes for growth
objectives through higher levels
of customer experience, closer
customer relationships, and
greater levels of trust and
loyalty.
Delivering effectiveness
The efficiencies introduced to our
clients’ operations are often
responsible for driving high levels of
customer experience and satisfaction.
When multi-channel options are
adopted by our clients, they save time
and money. For our clients’ customers,
this multi-channel approach means
they are able to interact with their
service providers using channels that
they choose and prefer.
In the case of the efficiencies
introduced by automated mailroom
management, our clients are not the
only beneficiaries. Our clients’
customers receive improved levels of
service, shorter waiting times, more
self-service options and greater service
transparency. Knowing that their
provider operates effectively reinforces
that they are paying a fair price for the
service and value they receive.
“Fuji Xerox Document Management Solutions was an
existing partner for American Express and possessed the
capabilities within their business to deliver innovative
solutions American Express was seeking to leverage.
Leveraging the Fuji Xerox technical environment, we
now have the capability to include graphical,
visually-engaging offers on a statement page that are
personal, timely and relevant”
Innes Kent, Director, Customer Network Partners, American Express
“The fact we were able to
double our response rates
speaks for itself”
Mike Greasley,
Head of Marketing JDRF
Throughout the customer
lifecycle we can help your
organisation move from
'Transactional to
Transformational'.
We provide enhanced
processes to acquire, retain
and grow your customer
base.
Content Capture:
Inbound
“Receiving”
• Paper and electronic receipt
• Document classification
• Document scanning
• Data capture (automated
and manual)
• Data validation
• Exception handling
Content Creation:
Outbound
“Sending”
• Data receipt
• Document composition
• Whitespace management
• Data driven messaging
• Multi-channel output
• Content collaboration and
transpromo marketing
• Ad hoc, direct and
essential mail
Content Management:
Online
“Accessing”
• Electronic archive
• Branch/call centre/staff
access
• Customer self service
• Multi-channel reminders
and notifications
• 2-Way digital mailbox
Business Process
Management:
“Processing”
• Online workflow
• Integration with business
systems
• Automated business
processes
• Straight through
processing
Our Customer Communications Management
Our Statistics
• 4 billion digital communications
• 1 million jobs processed
• 2000 people
• Worlds largest outsourced essential
communications service provider
• 3.5 billion printed impressions
• 80% market share
• 100 million scanned documents
• 10,000 customer computer programs
created
Simplifying BusinessCreating efficiency, engagement and effectiveness
4. Customer
Satisfaction
Fuji Xerox Document Management Solutions
Creating efficiency, engagement and effectiveness
Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and/or other countries.
Fuji Xerox Document
Management Solutions
Asia Limited
• Hong Kong
• Taiwan
• Philippines
• Singapore
Fuji Xerox Document
Management Solutions
Pty. Limited
• Sydney
• Newcastle
• Canberra
• Melbourne
• Brisbane
• Adelaide
• Perth
• Darwin
Our Culture: Guiding Principles
Mission Statement
Set forth a common goal for Fuji Xerox and all Group companies including
domestic and overseas affiliates and sales subsidiaries, as well as all employees.
• Build an environment for the creation and effective
utilisation of knowledge
• Contribute to the advancement of the global community by
fostering mutual trust and enriching diverse cultures
• Achieve growth and fulfilment in both our professional
and personal lives
Commentary on the Shared Values
The Shared Values comprise 10 value statements, each emphasising our
responsibility and setting forth how we should approach business as members
of society and as individuals based on a fundamental respect for humanity.
Our solutions and capability
www.dms.fujixerox.com
Distr
ibute Prod
uce
Proc
ess Cre
ate
Consultancy
CreativeServices
Content
Collaboration
Document
Composition
Print
Procurement
Ad
Hoc,
Directand
EssentialM
ail
Managed
Print
Services
Business
Process
M
anagem
ent
Scanning
& Imaging
Warehousing
& Distribution
M
ulti-channel
Mailrooms
Customer
Value
Fuji Xerox Document Management Solutions Pty. Limited.
Fuji Xerox Document Management Solutions Asia Limited.
Tel: 13 000 FXDMS
Shared Values
• Customer Satisfaction
• Environmental Consciousness
• High Ethical Standards
• Scientific Thinking
• Professionalism
• Team Spirit
• Cultural Diversity
• Trust and Consideration
• Joy and Fulfilment
• Adventurous/Pioneer Spirit
Our Corporate Profile 2015
