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News from NET and COM '99

  • [NET & COM ’99] Fujitsu’s CRM Services Used in Major Banks
  • February 9, 1999 (TOKYO) — Ten major Japanese banks started using Fujitsu Ltd.’s planning and consulting services for customer relationship management (CRM) in April 1998, a source said at NET & COM ’99.
    The three-day show, held in Makuhari Messe, Chiba prefecture, ended Feb. 5.

    The CRM system planning and consulting services are based on @CRMVISION, part of the company’s SolutionVISION suite of solution systems.

    @CRMVISION is a solution consisting of hardware, software and services that consistently undertakes all the processes from system planning at a point of contact with customers, including call center systems, designing and implementation, through operation support after system deployment.

    The source explained differences between similar services and Fujitsu’s offering by saying, “It may not be unique if our service provided a simple consultation about the call center system implementation. Our service is characterized by our making a proposal of the strategies of how our clients should build their customer relationships, and even how their organizations and management should be.”

    The “consultants,” who are mostly highly qualified systems engineers in the Fujitsu group, mainly provide this consulting service. The service is priced at 5 million yen (US$44,270) and up.

    Starting from April 1998, Fujitsu has been emphasizing education of consultant members. However, since it hasn’t been long since the system was established, the company’s certified consultants currently number no more than 200 in total (the total number of Fujitsu SEs are 20,000). Of them, there are only 20 consultants or so who are in charge of the call center building consultation, the source said.

    (Nikkei Watcher on IT Business)

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