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Case Studies » ATS Helps FUJIFILM Focus on the Future of their IT Support
Problem
It wasn’t until 1991 the first professional digital camera system was offered to consumers. And sales rose very quickly – consumers were buying into the digital imaging story. This created new challenges for FUJIFILM, a national leader in providing comprehensive imaging and information products and services, that was still pushing film. The company was forced to downsize production due to lower demand for their products. With this cost cutting initiative being driven by the President of Fuji North America, the company had to re-think their product, production and cost strategies. More efficient solutions were crucial to keep companies running while satisfying consumer’s wants and needs.
Solution
FUJIFILM’s IT services support provider, Advanced Technology Services (ATS), stepped up to take on the challenge of finding innovative ways to reduce costs. ATS suggested performing an assessment of FUJIFILM’s environment to see how best to drive cost out of the current service delivery. Through the assessment analysis, a solution was designed that allowed FUJIFILM to move their IT help desk to ATS’ corporate office and change their delivery model from a staffing contract to one based on a Service Level Agreement (SLA).
Results
FUJIFILM and ATS immediately designed and implemented Fuji’s help desk within ATS’ corporate office that provided many benefits including:
- Reduction in overhead
- Improvement in first call effectivenessImplementation of a more technical call center
- Reduction in costs
- Increase in customer satisfaction
Through the nine year partnership, ATS and FUJIFILM continue to show significant cost savings. ATS helped FUJIFILM drive in more than $50,000 in savings a year due to two specific Six Sigma projects that included replacement part cost and the consolidation of two back-up systems.
“Innovation, flexibility, continuous improvement and cost-consciousness are the reasons I originally hired ATS and these are the same reasons why I’ve stayed with ATS.”
Jean Blair
Director of Photofinishing Division and Information Technology for FUJIFILM Manufacturing, USA Inc.