Fujitsu Computer Products of America Services Customer Case Study
Site Scan, Inc.

A Customer Perspective

Site Scan, Inc. has been providing document archival services for professional organizations in the legal, medical, and engineering fields since the mid-1990s and has numerous offices located throughout the United States. Site Scan not only sells document management solutions, but also uses Fujitsu scanners within its many offices to complete large projects on a daily basis. Starting with just one Fujitsu scanner more than six years ago, Site Scan eventually standardized on the Fujitsu platform and now has fourteen scanners dispersed throughout its national offices.

Like many businesses, Site Scan elected not to go with the services program its VAR offered at the time of purchase and, like many businesses, they quickly found out that was a big mistake.

“We found out the hard way that not choosing to get a service program was a huge oversight,” said John Mancini, president, Site Scan. “We thought we could do it ourselves, but you really need some scanner maintenance expertise to complete any job properly. Searching around for parts and placing calls into our channel partners only increased downtime. And downtime means money in our business.”

After one phone call to Fujitsu regarding their service programs, Site Scan has never looked back. They quickly figured out that all it took was one phone call to Fujitsu in the rare event of a scanner malfunction and the growing financial losses and frustration would be solved. Whether it was a call into a patient and knowledgeable Fujitsu phone representative or having a field representative come out to one of the offices on the same day to fix a problem, Site Scan knew it had a reliable partner.

The Fujitsu Service Advantage

Site Scan expects its vendors to perform up to the same standards they provide to their customers. That means not only getting to know their business, but getting entrenched with the employees and culture of the company. One of the first traits Site Scan noticed about each Fujitsu service representative was their patience with less technical employees when problems arose to get their scanners back up and running.

“The Fujitsu field service reps have taken the extra time to really know our business and employees,” said Mancini. “The understanding, care and knowledge of their technical support is second to none. Our Fujitsu representative is constantly in touch with us, training our employees on how to troubleshoot and raise productivity. It’s almost like having our own personal support staff working only for us.”

Another service challenge Site Scan encounters from a maintenance point of view is having its scanners dispersed throughout the country in various regional offices. The ScanCare solution, the Fujitsu flagship offering combining scheduled preventative maintenance, timely delivery of scanner consumables and training with the basic on-site service parts and labor, proved to be exactly what Site Scan needed. The program takes all that work out of its employees’ hands -- giving them one less thing to worry about -- and puts it where it belongs – in the hands of the experts.

Mancini went on to discuss a particular occurrence demonstrating the commitment and expertise received from the Fujitsu customer support staff when they needed on-site field tech support at one of its San Francisco area sites.

“Our Fujitsu field service rep called us from his current location roughly 250 miles away and said he would be there that afternoon. That was impressive by itself. In the meantime, the rep worked with our site manager via telephone to help troubleshoot the mechanical problem and implement a temporary fix. As a result, we were able to maintain a level of production that didn't cause an entire day of downtime. That afternoon, the Fujitsu technician arrived with the parts we needed, stayed late to complete the job and got the scanner ready for full production the next day. On top of that, I came to find out that the technician lived more than 90 minutes away. It's this kind of service that deserves the highest praise.”

Furthermore, the protection on their investment as well as their revenue stream, in the case of downtime, is too much of an important business decision to mess up. The reason Site Scan chooses to purchase Fujitsu scanners is because of their reliability and capability to perform as advertised. However, when problems do arise, Site Scan has their bases covered with Fujitsu maintenance programs.

“We feel like we work with a company that understands our business and is always striving to improve their products and how they interact with Site Scan,” said Mancini. “Fujitsu has proven to be the best vendor I’ve ever dealt with from a service and product standpoint.”