In the Press or on the Web: Links to Fujitsu articles published about Sense and Respond.

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The ball’s in the back of the net, but let’s keep scoring anyway!  [pdf] Date: Autumn 2004
In a competitive IT supplier market, it’s essential to constantly look for new ways to be innovative and deliver even better value and service. Take the Dixon Group plc (PC World, The Link, Dixons, Currys) for example; their break/fix contract with Fujitsu had worked well for years. Then they received an unusual request regarding their legacy EPOS systems. “Could we show you a way to cut your support costs while also increasing value?” asked Fujitsu. And Dixons said “Show us what you mean and we’ll think about it” So Fujitsu deployed their secret weapon - ‘Sense and Respond’ - a unique approach to IT services that eliminates unproductive work and cuts costs by fixing problems permanently.

The revelation was this: happy customers are the most important issue for Dixons' store staff and being able to give good customer service is rated two and a half times higher than having more money!

“What’s the biggest barrier to doing your job and creating happy customers?” asked the Fujitsu team. The reply was “IT failure”

The results, for both Dixons and Fujitsu were remarkable. Service calls dropped by 50%. System availability was higher than ever before. Store staff were happier about their systems and more productive as a result. And Dixons saved up to £2000 a week on call charges.

It’s been used on the DTI IT support contract for about five years now, and the happy endings would fill a book.   BMI are another enthusiastic Sense and Respond user.

For example: 'Since Fujitsu took over the bmi IT help desk, we have reduced call volume by 40% and slashed the time to fix by 70%. More important, though, we have cut check-in delays, increased passenger satisfaction and minimised the chance of missed connections. Those last three came free'

Customer contact. Are you still doing it with batteries?            Date: Spring 2004
The idea is this: most call centres deal with two kinds of call - those that are about a failure within your system or product and those that are about value -requests for additional products, services or information. Put another way, you get problem calls and opportunity calls. (Link to Fujitsu web site)        

[PDF] Software Services                                                        Date: Spring 2004
Software & Services Group Tokyo, Japan: Building IT solutions to managing and supporting them over the long term. Our flexible, collaborative engagement model ensures that we are close enough to their changing business requirements to respond in the right way, quickly. We employ a ‘Sense and Respond’ approach that gives our IT services a strong business focus and provides a close insight into our client’s operations. This enables us to provide rapid responses to IT and business issues as they arise. We respond to customers’ challenges promptly.

Sense and Respond brings new levels of service.                    Date: Spring 2004
Fujitsu's Sense and Respond initiative maximises effective use of IT and aims to solve problems before they arise. (Link to Fujitsu web site)

IT Helpdesks Are Failing UK Business                                   Date: January 2004                         
Stephen Parry head of strategy and development, Fujitsu Services said; "IT helpdesks are supporting 21st century companies yet their management practices are archaic and outdated. If the IT helpdesk is to succeed, companies need to radically alter their thinking and only then can they start to reap the rewards."   
                                                

Fujitsu Services Wins Customer Service Accolade                  Date: December 2003 
Karen Holyoak, International Marketing Director of Charter said, 'The standard for entries for the Customer Strategy of the Year Award for 2003 has been exceptional. Fujitsu Services Limited demonstrated an entire cultural change around the needs of its customers and could, as a result of its customer services strategy, demonstrate business growth, innovation and success.  
  

Fujitsu Services European Helpdesk in Holland wins the IIR Service Desk Award for 2003.
Judges praise 'Sense and Respond.'                                     Date:  November 2003
Maarssen   
                                                                      

FUJITSU - Nyheter                                                              Date: August 2003
... Fujitsu vant nylig det britiske næringslivets ”Oscar” for sin ‘Sense-and-Respond’
strategi, en strategi som har ledet til at Fujitsu kunne rapportere ...
no.services.fujitsu.com/news/ nyhetsarkiv/2003/news-2003-08.php 
   

The IT Help Desk: Advice for Critical Delivery
Business Strategy                                                               Date: July 2002 
Six Steps for Critical delivery 5. Being able to sense and respond appropriately to constantly changing needs is the challenge. Adopting these principles will keep the help desk service in a continual state of change, locked onto customer requirements. It provides rewarding, interesting help-desk jobs that reduce attrition, provide staff with the right skills and knowledge.
                     

More than just a help desk                                                   Date: Spring 2002
The purpose of the services is to make companies more productive by allowing them to get on with their jobs without worrying about faults in the IT infrastructure.