Kelestarian
Meningkatkan Kepuasan Pelanggan
Dasar Asas Kepuasan Pelanggan
Fuji Electric menyesuaikan aktiviti penyelidikan dan pembangunan serta pembuatannya sebagai tindak balas kepada keperluan pelanggan dan melakukan usaha sepenuhnya untuk menyampaikan produk dan perkhidmatan yang selamat, terjamin dan berkualiti tinggi. Di samping itu, kami mendekati pelanggan kami dari kedudukan yang bersungguh-sungguh, menggabungkan maklum balas mereka untuk memperbaiki produk dan perkhidmatan untuk meningkatkan kepuasan pelanggan.
Sistem untuk Meningkatkan Kepuasan Pelanggan
Setiap segmen perniagaan memenuhi pelanggan yang berbeza. Sehubungan itu, bahagian perkhidmatan telah diwujudkan di semua segmen. Kami juga sedang membangunkan sistem perkhidmatan global untuk memastikan kami dilengkapi untuk memuaskan hati pelanggan kami.
Skop operasi perkhidmatan kami sedang dikembangkan melangkaui perkhidmatan selepas jualan tradisional. Secara khusus, kami melaksanakan aktiviti promosi kepuasan pelanggan untuk mencipta perkhidmatan penyelesaian yang menangani isu yang dihadapi oleh pelanggan dengan produk dan perkhidmatan Fuji Electric. Oleh itu, kami berhasrat untuk meningkatkan kepuasan pelanggan.
Memperkukuh Jualan dan Perkhidmatan Global
Di bawah dasar pengurusan untuk mengembangkan perniagaan berkaitan tenaga dan alam sekitar serta menggalakkan globalisasi, kami sedang berusaha untuk mengukuhkan perniagaan di luar negara dengan membina asas untuk perniagaan setempat sepenuhnya.
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).
Meningkatkan Inisiatif Kepuasan Pelanggan
Jawapan kepada Pertanyaan Pelanggan
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.
Peranti Diskret: IC Kuasa, IC Kuasa Automotif, Penderia Tekanan, MOSFET, IGBT Diskret, Transistor Bipolar, Diod, dsb.
Produk Cip Semikonduktor: Cip IGBT Automotif, dsb.
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.
Peralatan Pengendalian Mata Wang: Tukar Dispenser, dsb.
Peralatan Stor: Pameran dan Peralatan Stor Lain
Inisiatif Peningkatan Kepuasan Pelanggan
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.
Dalam perniagaan Semikonduktor, kami berusaha untuk meningkatkan kepuasan pelanggan dengan mempromosikan aktiviti penambahbaikan produk dan perkhidmatan berdasarkan permintaan pelanggan melalui mesyuarat teknikal, mesyuarat berkualiti, respons audit, dsb. dengan pelanggan, dengan bekerjasama pembuatan dan jualan.
Dalam perniagaan Pengedaran Makanan & Minuman, kami mengadakan sesi latihan untuk ahli pusat panggilan dan kakitangan perkhidmatan pelanggan dan berkongsi maklumat dengan mereka.
Maklumat dikongsi dengan segera mengenai perkara yang pertanyaannya dijangka meningkat atau telah meningkat, termasuk yang berkaitan dengan model baharu. Di samping itu, sesi latihan tetap diadakan untuk menyediakan mereka untuk memberikan respons yang pantas dan tepat kepada pertanyaan pelanggan.
Untuk latihan kakitangan, kami menyediakan latihan kumpulan, latihan dalam talian melalui web (alatan pendidikan seperti pengedaran video produk dan latihan), dan juga latihan kumpulan kecil (diadakan beberapa kali).
Mempromosikan CSR bersama-sama dengan Pelanggan
Inisiatif dengan Rakan Kongsi Jualan
Fuji Electric mempromosikan CSR sepanjang operasi jualannya, merangkumi rakan kongsi jualan serta bahagian dalaman.
Bagi ejen jualan, yang memainkan peranan penting dalam rantaian nilai Fuji Electric, kami mempromosikan CSR sepanjang operasi jualannya untuk menggariskan konsep CSR dan mendalami pemahaman ejen jualan tentang pendekatan Fuji Electric terhadap CSR dan kepentingan menerapkan CSR di seluruh rantaian nilai. Kami mengadakan mesyuarat dasar Fuji Electric, bengkel produk dan mesyuarat pertukaran maklumat. Aktiviti ini membantu memupuk pemahaman mengenai langkah-langkah jaminan kualiti dan aktiviti pembuatan Fuji Electric, yang mempunyai kesan alam sekitar yang rendah, sekali gus membolehkan ejen jualan menyedari bahawa penjualan produk Syarikat boleh menyumbang kepada masyarakat.
