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Farewell Break-fix - Introducing Intelligent Engineering Services


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The session will focus on how technical support services must evolve to keep pace with changing user expectations and business requirements. Reactive services are no longer enough to satisfy either business or user demands. So how do you develop support models that meet these new and more demanding requirements? Simply waiting for something to break is no longer acceptable. You need an in-depth understanding of your customers’ environments. Discover how Fujitsu’s Intelligent Engineering approach can improve user productivity and lower costs through the delivery of new customer centric support models, underpinned by big data and analytics

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Farewell Break-fix - Introducing Intelligent Engineering Services

  1. 1. 0 Copyright 2016 FUJITSU Fujitsu Forum 2016 #FujitsuForum
  2. 2. 1 Copyright 2016 FUJITSU Introducing Carla Hall Head of TMS Offerings EMIEA Martin Smithen Global TMS Offering Development Doug Baker Head of IT McDonald’s UK
  3. 3. 2 Copyright 2016 FUJITSU Becoming a Human Centric, Digital World Insight Driven User Interface Fast Outcome Focused 2 Copyright 2016 FUJITSU
  4. 4. 3 Copyright 2016 FUJITSU Businesses need to change…
  5. 5. 4 Copyright 2016 FUJITSU We are building User Experiences with Customers Always On Service CARE Support Crew Self Service Systems AR Assisted Diagnosis Operational Dashboards Device ‘state’ monitor for: PoS and other devices Predictive Service Technology Data Analytics Platform Preventative Maintenance Response Automation Machine Data Incident Data Repair Data Transaction Data 4 Copyright 2016 FUJITSU
  6. 6. 5 Copyright 2016 FUJITSU The increasing role of technology in McDonald’s
  7. 7. 6 Copyright 2016 FUJITSU What’s your image of McDonald’s?
  8. 8. 7 Copyright 2016 FUJITSU Or is it this?
  9. 9. 8 Copyright 2016 FUJITSU What does that mean for IT?
  10. 10. 9 Copyright 2016 FUJITSU What does that mean for our customers?
  11. 11. 10 Copyright 2016 FUJITSU What does that mean for our consumers?
  12. 12. 11 Copyright 2016 FUJITSU Two not one…
  13. 13. 12 Copyright 2016 FUJITSU Delivering intelligently, fast Always On Service Minimized Disruption Ability to Operate End-to-End Ownership Insight Driven Demand Reduction Informed and Enabled Staff Automated Enable me to fix it Proactive Stop it failing again Informed Fix it and keep me informed Predictive Fix it before it fails Intelligent Support 12 Copyright 2016 FUJITSU
  14. 14. 13 Copyright 2016 FUJITSU Changing the model Rapid Visualization Data Analytics Platform Insight Preventative Support Business Aligned Support External Data (E.g. Weather) External Data (E.g. Customer Data) Machine Data Incident Data Repair Data Transaction Data 13 Copyright 2016 FUJITSU Action and Collaboration
  15. 15. 14 Copyright 2016 FUJITSU Delivering benefits Automated More efficient incident management reduced costs in one retailer by over 15% Predictive Increased a bank’s ATM uptime through replacement of motherboards based on future failures Proactive 20% reduction in call volume through adoption of our CARE service 14 Copyright 2016 FUJITSU Informed
  16. 16. 15 Copyright 2016 FUJITSU