Datacom lends helping hand to Fujitsu

Datacom Systems has secured a helpdesk contract with Fujitsu PC Australia following a three-month pilot scheme.

The open-ended contract covers consumer and corporate hardware systems as well as bundled applications.

Call centre business development manager, Frank Mastronardo, said the new work was similar to Datacom's arrangement with HP and further endorsed its specialist service offerings, which included an in-house CRM portal.

The 24x7 portal would help meet Fujitsu's aggressive 75 per cent first call resolution target, which the vendor could monitor via its own secure login, Mastronardo said.

Non-resolved issues, such as hardware failures, would be logged with Fujitsu and dealt with under its warranty program, he said.

As previously reported in ARN, Fujitsu Australia took warranty operations back in-house after ending its third-party agreement with CSSI a year ago. The decision came after resellers criticised the vendor for its warranty procedures following widespread problems with its MPG hard drives.

Mastronardo said Datacom would look to win more outsourced services from the multinational vendor.

"We are talking to them about outsourcing pre-sales and customer services," he said.

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