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

Because customers differ depending on the business segment, we build a global service system for each business segment.

Expanding our business domain beyond after-sales service, we conduct CS promotion activities aiming for solution services that lead to solving customers' problems with our products and technologies, thereby promoting the enhancement of 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, striving to expand overseas services. In fiscal 2025, due to the results of CS (Creative Solution) activities in substation, UPS, and CS, as well as orders for large-scale substation projects from Fuji Electric Asia Pacific Pte. Ltd. (FAP), we recorded the highest order amount in history. In fiscal 2026, we will further promote CS activities, strive to expand service sales for Indian-made UPS, and lead to increased sales. Regarding component services, we plan to initiate the establishment of a global service system by promoting optimization of parts commercial flow (direct shipping from factories) and visualization of L/T.

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 module products including small-capacity IPM products, while the European call center handles industrial module products as well as modules for automotive electrical applications, promoting region-complete service activities. In addition, we place application engineers in the United States to handle customer support.

As we promote the vending machine business mainly in Thailand, we are localizing our service structure by utilizing a system that manages repair histories. By analyzing these histories, we are enhancing service quality and speeding up responses, thereby continuously improving customer satisfaction.

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 placed in-house power generation equipment at the call center in the Tokyo Factory District to maintain continuous power supply and stable system operation even during sudden power outages.

At the Fuji Electric Call Center, to ensure customers can make inquiries with peace of mind, all operators undergo telephone response training, continuously working to improve response quality. We have also introduced a voice recognition system to the call center reception system, promoting efficiency and quality improvement in reception operations utilizing AI. Furthermore, with the goal of "shortening customer first contact time," we collaborate with field service divisions nationwide to handle customer support smoothly.

In fiscal 2025, the number of received inquiries was 7,786 (a 6% decrease year-on-year), and overseas inquiries (via website) numbered 994 from 104 countries.

Component Support

Regarding components, the Technical Service Center consolidates inquiry desks for all components—inverters, servo systems, rotating machines, HMIs, PLCs, measuring devices, and small power supplies—improving customer service through strengthening after-sales service with a refreshed call center system.

At the Technical Service Center, to reduce customer time and effort for responses, frequently asked questions are published as FAQs on the external corporate website. In fiscal 2025, 176 contents were added. As a result, FAQ access cases increased to 61.7 times the number of calls, and technical consultation call reception cases showed a decreasing trend at 89% year-on-year, showing the effects of measures.

Going forward, for further customer satisfaction, we will promote the provision of high-quality service by publishing FAQs and utilizing new functions and AI technology taking advantage of the scalability of the newly introduced system.

Customer inquiries (technical investigation requests, analysis requests for defective products, etc.) are handled under a system where information is shared between initial sales desks and factories through web systems for prompt responses. Inquiry details are also utilized for manufacturing process improvements and product quality enhancements, and through database compilation, utilized for shortening response times to customers and enriching response contents. 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 fiscal 2025, there were 1,970 inquiries. For fiscal 2026, we target a 5% decrease year-on-year.

Repair reception desks and inquiry desks are currently consolidated at Head Office (Osaki), with call center personnel providing initial responses. Technical consultations are accepted via web inquiries (since April 2021), and field service section staff handle sending materials and email responses to customers.

For call handling, we introduced our proprietary knowledge search system to share individual know-how, knowledge, and information. In addition, some actual equipment is deployed to maintain a system that can handle inquiries at a level equivalent to on-site conditions. We also enrich information daily for the technical support tool "Chatbot" (introduced in September 2021) to speed up on-site recovery support with explanations using images and videos.

In fiscal 2025, total call center received cases for vending machines, store equipment, and currency handling equipment were 641,705. Among them, repair and periodic inspection responses were 604,520, and inquiry responses were 37,185. In addition, technical support cases handled by field service section staff including web technical support totaled 9,819 cases annually.

Customer Satisfaction Improvement Initiatives

At the Fuji Electric Call Center, as a department handling personal and confidential information so that customers can make inquiries with peace of mind, we obtained Information Security Management System (ISMS) certification in 2005. In fiscal 2025, we underwent a periodic audit and maintained certification. We make daily improvements to maintain and enhance ISMS. We also hold regular meetings with inquiry desks across the Fuji Electric Group to strengthen mutual collaboration. By sharing customer response status and challenges, we strive to further improve customer satisfaction.

At the Technical Service Center responding to component inquiries, we operate with a dedicated system of primary operators and secondary technical staff operators, maintaining a high response rate (answered calls / received calls) of 99.0%. In addition, to ensure prompt and courteous responses by operators to customer inquiries, we continuously conduct internal education and prepare internal knowledge such as FAQs, working to further enhance customer satisfaction.

In the Semiconductor business, we strive to improve customer satisfaction by promoting product and service improvement activities based on customer requests through technical meetings, quality meetings, audit responses with customers, and regular meetings with overseas call centers, with manufacturing and sales working as one.

Technical staff engaged in call centers work to improve technical capabilities and customer response capabilities through training in design, manufacturing, and quality assurance divisions.

We hold training sessions and share information with call center personnel and field service personnel. Information is shared as quickly as possible regarding contents expected to receive many inquiries including new models, or contents with increasing inquiries.

In addition, regular training sessions are held to enable prompt and accurate responses to customer inquiries. Regarding training sessions, we further utilize collective training as well as online training via the web (educational tools through product and training video distribution), also handling with small-group systems (conducted multiple times).