Sustainability
Enhancing Customer Satisfaction
Basic Policy on Customer Satisfaction
Fuji Electric tailors its research and development and manufacturing activities in response to customer needs and commits its full effort to delivering safe, secure, and high-quality products and services. In addition, we approach our customers from a position of earnestness, incorporating their feedback to refine products and services in order to improve customer satisfaction.
Systems for Enhancing Customer Satisfaction
Each business segment caters to different customers. Accordingly, service divisions have been established in all segments. We are also developing global service systems to ensure that we are equipped to satisfy our customers.
The scope of our service operations is being expanded beyond traditional after-sales services. Specifically, we are implementing customer satisfaction promotion activities to create solution services that address the issues faced by customers with Fuji Electric’s products and services. We thereby aim to improve customer satisfaction.
Strengthening the Global Sales and Service
Under the management policies of expanding energy and environment-related businesses and promoting globalization, we are working to strengthen overseas businesses by building foundations for completely localized businesses.
The Field Service Division collaborates with the Global Service Department within the Engineering Center of Fuji Electric Manufacturing (Thailand) Co., Ltd., which serves as the hub for service operations in Southeast Asia, to expand our overseas services. In FY2024, we translated the strong order activity for key products in FY2023—such as substation equipment, drives, and UPS—into results, achieving record-high sales with notable growth centered in Thailand. Building on the safety training program launched in FY2023, we delivered training in FY2024 to nine group companies across seven countries in Southeast Asia and held our first overseas safety conference in Thailand. For component services, we have begun initiatives such as realigning partner companies and strengthening our global parts supply framework.
To provide faster global services, we set up call centers in Shenzhen, China, and in Germany. These overseas call centers address customer inquiries and requests for investigation/analysis of defective products in a timely manner in cooperation with our sales bases and design/manufacturing sites. The China call center handles inspection, analysis, and reporting for industrial power semiconductor modules, including small-capacity IPM products, while the European call center handles industrial power semiconductor modules as well as modules for automotive electrical applications, promoting region-complete service activities.
As we promote the vending machine business mainly in Thailand, we are localizing our service structure by utilizing a system that manages repair and maintenance histories. By analyzing these histories, we are enhancing service quality and speeding up responses, thereby continuously improving customer satisfaction (CS).
Enhancing Customer Satisfaction Initiatives
Responses to Customers Inquiries
Plant System Support
We handle customer inquiries for the entire plant system through the Fuji Electric Call Center. To ensure continuous service even during disasters, we operate at two locations: the Tokyo Factory District and the Kobe Factory District. Our teams are available 24/7, 365 days a year, via phone and website, providing quick responses to urgent requests. We have also upgraded aging emergency power systems to maintain stable operation during power outages.
All call center staff receive training to ensure friendly, professional support. We use voice recognition technology and AI to improve efficiency and quality of responses. In addition, we work closely with field service teams nationwide to shorten response times and deliver a smooth customer experience.
In FY2024, we received 8,247 inquiries (2 more than the previous year), including 983 from 97 countries via our website.
Component Support
Our Technical Service Center consolidates inquiries for all components—such as inverters, servo systems, motors, HMIs, PLCs, measuring devices, and small power supplies. We focus on providing excellent pre-and after-sales support to improve customer satisfaction.
To save our customers’ time, we publish FAQs on our website, covering common questions. In FY2024, we added 100 new FAQs. As a result, FAQ page visits increased over 5 times compared to calls, and technical support calls decreased by 4% compared to last year, showing our efforts are effective.
We have introduced a cloud-based call center system that is easy to expand and maintain. Moving forward, we will leverage this system and AI technology to add new features and enhance customer support, providing higher-quality service.
We use a web-based system for customer inquiries (e.g., technical investigation requests and analysis of defective products) to facilitate prompt responses by sharing information between the sales divisions serving as the initial point of contact and our factories. Inquiry details are utilized to improve manufacturing processes and product quality, and are compiled in a database to shorten response times and enhance response content for similar cases. To reduce the number of inquiries, we analyze questions regarding product usage, reflect findings in application manuals, and publish them on our corporate website. In FY2024, the call centers received 1,921 inquiries. For FY2025, we are targeting a 5% year-on-year decrease.
Discrete Devices: Power ICs, Automotive Power ICs, Pressure Sensors, MOSFETs, IGBT Discrete, Bipolar Transistors, Diodes, etc.
Semiconductor Chip Products: Automotive IGBT Chip, etc.
The venues for repair requests and inquiries for the Food & Beverage Distribution business have been consolidated into the Hatchobori Office in Tokyo and are being handled by a call service. In particular, initial responses to repair requests and inquiries are provided by call center staff. Technical consultation has been available via web inquiry since April 2021 and our field service section staff continues to respond to inquiries by sending materials and keeping records of email correspondences with customers.
Furthermore, Fuji Electric has developed a unique knowledge database system that enables the expertise, knowledge, and information held by individuals to be shared for the purpose of call responses. In addition, certain actual products are supplied to call centers in order to enable staff to provide responses while discussing with on-site staff based on a similar level of understanding. We introduced our technical support tool “Chatbot” in September 2021 and have been improving it daily with additional data. We aim to provide prompt on-site recovery support through explanations using photos and videos.
In FY2024, the call centers received a total of 682,709 cases related to vending machines, store equipment, and currency handling equipment. Of these, 642,079 were repair and periodic inspection responses, and 40,630 were inquiry responses. In addition, the number of technical support cases handled by field service section staff, including technical web support, totaled 10,751.
Currency Handling Equipment: Change Dispensers, etc.
Store Equipment: Showcases and Other Store Equipment
Customer Satisfaction Improvement Initiatives
At the Fuji Electric Call Center, we handle customer information responsibly so that customers can contact us with confidence. We have been certified under the Information Security Management System (ISMS) since 2005 and underwent a periodic audit in FY2024 to maintain certification. We continuously work to improve our information security practices. We also hold regular meetings with inquiry desks across the Fuji Electric Group to strengthen collaboration. By sharing customer service status and challenges, we strive to further improve customer satisfaction.
Our Technical Service Center responds to component inquiries with a dedicated team of first-line operators and secondary technical staff, maintaining a high response rate (answered calls/received calls) of 99.0%. To ensure quick and courteous support, we provide ongoing staff training and maintain internal knowledge resources such as FAQs, aiming to further enhance customer satisfaction.
In the Semiconductor business, we work to improve customer satisfaction by promoting product and service improvement activities based on customer requests through technical meetings, quality meetings, audit responses, etc. with customers, by manufacturing and sales working together.
In the Food & Beverage Distribution business, we hold training sessions for members of the call centers and customer service staff and share information with them.
Information is promptly shared regarding matters for which inquiries are expected to increase or have already increased, including those pertaining to new models. In addition, regular training sessions are held to ready them to provide swift and accurate responses to customer inquiries.
For staff training, we provide group training, online training via the web (educational tools such as product and training video distribution), and also small group training (held multiple times).
Promoting CSR together with Customers
Initiatives with Sales Partners
Fuji Electric is promoting CSR throughout its sales operations, encompassing sales partners as well as in-house divisions.
For sales agents, who play a crucial role in Fuji Electric’s value chain, we are promoting CSR throughout its sales operations to outline the concept of CSR and deepen sales agents’ understanding of Fuji Electric’s approach to CSR and the importance of applying CSR throughout the value chain. We hold Fuji Electric’s policies meetings, product workshops, and information exchange meetings. These activities helped foster an understanding regarding Fuji Electric’s quality assurance measures and manufacturing activities, which have a low environmental impact, thereby enabling sales agents to recognize that selling the Company’s products can contribute to society.
