For many businesses, print and document management are at the centre of daily operations, from customer service and finance to logistics and administration. When something goes wrong, fast and reliable support can make all the difference. 

This is why FUJIFILM Business Innovation (FB) offers every customer a comprehensive support ecosystem to help resolve issues quickly and maximise your investment. This ecosystem has got you covered the moment you bring home your device. With pre-emptive maintenance and dependable support, all your technical and product-related concerns will be taken care of. It consists of five advantages:  

1. Multichannel support with FB Easy Access 
2. Technical reliability with FB Expert Care
3. Continuous service improvements with FB Assured Expertise
4. Business efficiency with FB Smart Monitoring
5. Centralised reporting for better decision-making with FB Customer Hub

These advantages are backed by FUJIFILM Business Innovation’s service commitment.

FB Easy Access is a multichannel support system that makes it easy to get product assistance. Get quick answers to simple questions or get in touch with FUJIFILM Business Innovation through various channels:

Whichever channel you choose, FUJIFILM Business Innovation provides a consistent support experience. As a result, customers benefit from: 

• Faster routing to the right support teams
• Fewer transfers or handovers
• Minimised repetition of case details
   

FB Expert Care gives customers access to a structured technical support network, from local troubleshooting to regional and Japan-based product expertise. This helps reduce downtime and ensures complex issues reach the right specialists. 

You can rely on three levels of support to resolve device-related issues: 

1. Local Support. Your issue is handled by local support teams who provide troubleshooting and on-site assistance if required. 
2. Regional Technical Support. Issues that cannot be resolved by local support will be escalated to Regional Technical Support, which provides deeper technical analysis and troubleshooting. 
3. Japan Technical Support. For issues that require product-level expertise, Japan Technical Support steps in with engineering analysis.

This structured escalation pathway helps customers receive timely support, solutions and deeper technical expertise for complex issues.

FB Assured Expertise ensures that customers benefit from service engineers who are continuously trained, assessed and supported by a feedback loop that improves service quality over time.

Through FUJIFILM Business Innovation’s Certified Service Excellence Programme, service engineers undergo ongoing product training, annual skills assessments, multi-skilled development and customer service training. Engineers are equipped with industry-recognised certifications that set the standard for their professional development, such as: 

• Globally recognised certifications
• Annual skills assessment
• FUJIFILM Customer Advantage Service Training (CAST) 
• Multi-skilled development
• Ongoing product training 

With FB Assured Expertise, customers are guaranteed: 

• Professionalism in every interaction. Technical expertise solves problems, but professionalism shapes experience. Our service engineers are trained to communicate clearly, show empathy, explain the process and take ownership of cases through to resolution. 
• Better customer service each time. Customer feedback is used to improve engineer training and support delivery. This closed-loop feedback process ensures engineers can identify training needs, close service gaps and improve future support.

FB Smart Monitoring proactively identifies device issues by automatically transmitting device data and alerts to FUJIFILM Business Innovation before they escalate into major problems. This reduces the need for manual checks and helps service teams respond before issues disrupt your operations. 

FUJIFILM Business Innovation devices* are installed with an Electronic Partnership Broadband (EP-BB) software. This connects your devices to FUJIFILM Business Innovation’s customer support, so you can get monthly reports, data and alerts when attention is needed. 

This presents several benefits: 

• Reduces manual intervention by automating device health monitoring and alert notifications.
• Enhances operational efficiency by predicting performance issues before they happen, and issuing alerts when toner levels are low.
• Keeps your device healthy and operational, maximising uptime and performance for businesses of all sizes.

FB Customer Hub gives customers a centralised view of device performance, usage, consumables, service history and sustainability-related data via FUJIFILM BI Direct. 

View device health and get monthly reports with FUJIFILM BI Direct

FUJIFILM BI Direct is an online portal that allows you to get data on your printer operation and usage. Instead of tracking information across separate sources, customers can access reporting in one place to support cost control, planning and resource optimisation. 

This data is automatically sent to you in the form of monthly reports. You can also get sustainability-related reports that highlight paper and energy consumption. 

Manage your overall printer environment in one place with the Multi-function Printer Management Service

The Multi-function Printer Management Service is available through FUJIFILM BI Direct, giving you centralised oversight of your multifunction printer environment. You can view information such as:

• Billing counter
• Function usage
• Paper consumption 
• Energy consumption 
• Service history 

Turn these insights into decisions

Turn your centralised device data into insights and green reports to help your business reduce waste and spend. Sustainability reports and energy consumption data can help identify opportunities to reduce waste and manage costs, while device health data can help you resolve issues before they escalate.

Beyond resolving issues, exceptional customer service is also about preventing problems, reducing downtime and continuously enhancing the customer experience. At FUJIFILM Business Innovation, it is measured by how issues are proactively managed, and how your experience with FB products is continuously improved. 

When you buy from FUJIFILM Business Innovation, you don’t just buy the technology; you also get a complete ecosystem of support. 

These five customer support advantages are available throughout your ownership journey, demonstrating FUJIFILM Business Innovation’s commitment to delivering the best for its customers. 

_{* Only selected machines have the EP-BB software}