The Bilingual Help Desk - Fujitsu Global English/Japanese help desk without the need to worry of...

Copyright 2015 FUJITSU COMMUNICATION SERVICES LIMITED

The Bilingual Help Desk

May 2015Fujitsu Communication Services Limited


Bilingual Service

■A Shared help desk service as a pilotfor CSL’s bilingual services

■More plans to come for greater services

■ A solid onshore (our company)-offshore(Fujitsu group) collaboration made possible with a Fujitsu group business scheme.

ExpansionVisual

Area possible with offshore

collaboration

AreaOffered

The combination of Japanese quality and offshore pricing

Operational Hours

Week days + Extended hours

Service Desk

Domestic

Overseas

Locale

Services

Translation TrainingOutboundSupport

24/7

1

Fujitsu Communication Services Ltd.

Cu

sto

me

r

Engineers

Inquiry

（Japanese）

Supervisor

Supervisor

E-mail reports/regular meetings

Creating the

operation manual and

a list of contact

windows

Issue reports

Help Desk

【Domestic】

Fujitsu Philippine Global Delivery Center

Help Desk

【Offshore】

IVR or

separate

#

Inquire

Answer (English)

Answer（Japanese）

Network Team

Application Team

Other Teams

Service planning/Infrastructure

Maintenance

Inquiry（English）

Distribute based

on

language/content

＜Answering＞・Answer based on operation

manual/knowledge

・Search common websites

＜Management＞・Incident management

・Accruing knowledge (Japanese)

・Service planning

・Creating documents

・Issue reports

＜Answering＞・Answer based on operation

manual/knowledge

・Search common websites

＜Management＞・Incident management

・Accruing knowledge (English)

Offshore hand-off

Escalation based on

operations manual

Inform customer designated

engineers and/or vendors

Liaison SE・Check documents (Japanese to

English translation)

・Carry out internal training


Visual of the Bilingual Help Desk

Voice connection using internet connection

Placement of a Liaison SV Offshore

【Scope of Service】・Standard service（Weekdays 9:00 to 18:00 ）Microsoft® Windows®Microsoft® Internet Explorer®Microsoft® Office (Word®, Excel®,PowerPoint®, Access®, Outlook®)Business applications (reply within a provided FAQ)

・Optional servicesE-mail correspondenceExtended operational hours (8:00-19:00, weekends)Issuance of reportsRegular meetings

Running cost based on our estimation.Can offer up to 50% cost reduction compared to service done in Japan.

CSL拠点

WeServ

IDC

PBX

お客様

簡易IVR

ハードフォン

ハードフォン

ソフトフォン

ソフトフォン

VPN

VPNCSL-WAN

PSTN

窓口電話番号

IPCCサービスの提供範囲

CCCSの機能を提供する範囲

統計レポートサーバ

ブラウザ

ブラウザ

インターネットVPN装置

Customer

Contact center #

Simple IVR

Statistics report server

VP

ND

evic

e

Internet

SoftPhone

Browser

VPN

SoftPhone

Browser

VPN

HardPhone

HardPhone

CCCS function service area

IPCC service area

CSL facility

(Monthly Case Volume)

Fujitsu Philippines Global Delivery Center

【JPY】

2


Providing an English and Japanese help desk at a high price-performance ratio

English services at a low price

An English/Japanese help desk without the need to worry of language differences

English correspondence done in the Philippines to provide a conversation environment close to that of American English

Low cost service made possible by offshore English correspondence

Speedy help desk setup with pre-determined service packages

Packaging standard Q&A such as PC, OS, and PC applications support

As an optional service, possible to accommodate the support of customer specific ERPs based on provided FAQs

Speedy setup utilizing offshore resources

Installation of infrastructure which allows a seamless connection to the Philippines

Utilization of a uniform, proven system used in Japanese domestic services

Low cost connection environment utilizing internet telephony

Organized operations management including offshore side, done in Japan

Uniform quality throughout the service

Organized overall management done in Japan, promising a overall quality

Flexible response made possible by placing a Japanese speaking supervisor offshore

A robust management structure built into an existing Japanese help desk

Characteristics of the Bilingual Help Desk

3

Japanese Incidents

English IncidentsJapanese Incidents

English Incidents

Example: For 100 incidents in Japanese and 20 incidents in English

Initial Setup: 330K JPY ＋ 90K JPY ＝420K JPY

(Initial Fee)

Basic Service: 390K JPY/Month ＋ 90K JPY/Month ＝ 480K JPY/Month

(Monthly Fee)


Service Prices

Price Chart

*Additional fees to be billed for any optional services*Tax to be additionally charged

4



For customers contemplating the bilingual help desk, we are offering a free 2 month period for basic service incidents in English (up to 20incidents/month), limited to first 5 customers.*No initial fee will be billed during the trial period. However the initial fee will incur for customers who are willing to continue the service (of the basic services for English incidents) .

Example: For 100 incidents in Japanese

and 20 incidents in English

◆During the promotion◆

Initial setup: 330K JPY ＋ 0JPY ＝330K JPY (Initial fee）

Basic Service: 390K JPY/Month ＋ 0JPY/Month ＝390K JPY/Month(Monthly Fee）

◆Customers willing to continue the service after the 2 month promotion◆

Initial setup: 0JPY + 90K JPY ＝90K JPY（Initial fee）

Basic Service: 390K JPY/Month + 90K JPY/Month ＝480JPY/Month(Monthly Fee)


Special Promotion (Limited to First 5 customers)

2 months free forEnglish incidents

*Tax to be additionally charged

5

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