Fujitsu Computer Products of America Services Customer Case Study
Western Integrated Systems

A Value Added Reseller (VAR) Perspective

Western Integrated Systems (WIS) is a document scanning and imaging value added reseller (VAR) offering technology integration and consulting to its array of customers in Northern California, Nevada and Arizona. Over the past 20 years, WIS has seen its document imaging offerings grow to include such components as advancements in document management, conditional workflow, and near-line, off-line, and on-line access and storage. WIS has been working with Fujitsu Computer Products of America since the early 1990s, not only selling the entire line of Fujitsu scanners, but also offering the company’s unparalleled service and maintenance programs.

In the document imaging business, the easiest scanners to sell are the ones with the most uptime. Therefore, in assisting its customers to design and deploy best-of-class web-based document and content management solutions, WIS knows the importance of providing the best possible service and maintenance programs available. A quality service organization can help VARs enhance sales on a national level, improve profit margins and simply give customers the peace of mind they need to purchase scanning solutions.

“Fujitsu makes it easy to sell their services programs and products,” said James Hughes, president, WIS. “The Fujitsu program gives me the confidence that when I sell a scanner, my customers will receive the best possible support and maintenance with the most uptime, every time. I’ve received many votes of confidence from my customers that Fujitsu does an excellent job maintaining their scanning solutions.”

The Fujitsu Service Advantage

Until Fujitsu approached WIS with its Service Star Alliance program, WIS offered their own in-house service to customers. The Service Star Alliance is a tiered channel incentive program dedicated to rewarding and recognizing Fujitsu service resellers for growth and performance achievements. Through the Service Star Alliance, VARs earn financial incentives, marketing and business development support, quarterly rebates, priority technical support, and awards based on sales and performance milestones.

“The Service Star Alliance had all the attributes we were looking for in a maintenance program,” said Hughes. “From a profitability standpoint to lead generation to escalation benefits to the confidence level of knowing any scanner we sell will be properly serviced, the Service Star Alliance provides us with unmatched vendor support.”

In addition, by offering Fujitsu preventative maintenance programs such as the Fujitsu ScanCare service, WIS is able to better compete in this era of internet sales and distributors which offer no value-add. The ScanCare solution, the Fujitsu flagship offering, is a comprehensive service combining scheduled preventative maintenance, timely delivery of scanner consumables and training with the basic on-site service parts and labor. WIS knows that downtime means lost revenue for its customers. ScanCare helps to alleviate these worries for both WIS and its customers.

“ScanCare guarantees our customers will get rapid response time, trained technicians, and fully stocked replacement parts,” Hughes proclaimed. “We quote ScanCare on all our proposals as it not only helps sell the scanner, but great service is a very important component for most customers.”

Numerous WIS customers, including SiteScan, Foster Farms, Kaiser Permanente, United Airlines, California Department of Consumer Affairs, and the County of San Francisco have taken advantage of the ScanCare and received all the benefits of a great services program.

The Fujitsu services program has also allowed WIS to compete and sell on a national level even though they are a regional VAR. Fujitsu provides extensive coverage throughout the United States allowing WIS to sell scanning solutions anywhere in the country and still offer the best maintenance program on the market.

“Fujitsu just gives me an excellent services program and great working relationship,” said Hughes. “The programs they offer, from the low-end to high-end scanning, far exceed what I can get anywhere else. I can’t speak more highly of any vendor I have ever worked with.”