Challenge:
FujiFilm Business Innovation Australia struggled to leverage data that was siloed away in its 20-year-old legacy system. 

Solution:
Thanks to Domo, FujiFilm Business Innovation Australia can share real-time data and insights across the organization.

Impact:
Service engineering, sales, finance, and marketing can now use data to improve the customer experience, grow margins, and optimize operations.

FujiFilm Business Innovation Australia powers work with help from Domo.

FujiFilm Business Innovation Australia works with businesses across the continent to provide printers, scanners, and all the document-related solutions required to work. With roughly three out of every ten office printers in the country being sold and serviced by FujiFilm Business Innovation Australia, businesses across Australia depend on the company’s service and support network to power their daily business operations.

To more effectively manage its sprawling operations, FujiFilm Business Innovation Australia relies on Domo to help the company maximize its use of data.

“When we first started with Domo, we were trying to answer one small business question,” said Anson Mai, Head of FP&A at FujiFilm Business Innovation Australia. “Since then, we’ve been able to organically extend our use of Domo throughout the organization.”

Overcoming siloed data systems.
Before Domo, FujiFilm Business Innovation Australia struggled to access and use data trapped in a 20-year-old legacy system. As a result, the company had limited insight into the needs of its customers, with the business intelligence team only able to send out monthly reports that were outdated as soon as they were sent.
  
Thanks to Domo, users across the organization are able to access real-time data to answer their business questions. Instead of receiving a monthly report, managers now get a daily email that allows them to see progress and compare it to historical trends, allowing leaders to take action and make changes instead of waiting until it’s too late.
  
Starting with just 30 users in sales, Domo is now used by more than 800 users across sales, customer service, finance, and marketing, allowing FujiFilm Business Innovation Australia to build a data-driven culture spanning its dozens of offices across the country.
  
“I love that we were able to start small, hit the ground running, quickly implement and gain adoption. We had 50 consulting hours included in our implementation, but only needed to use three. It was that easy to get up and running,” Anson said. “Domo scaled at our pace. If we had to implement it all at once across the company, it would be so much harder.”
  
In addition, Anson says that it used to take a big team of analysts to work on reporting. With Domo, the company has only a small team of admin users supporting the reporting infrastructure, allowing those other analysts to focus on more valuable analysis. The company has also used Domo to analyze its customers to identify its most profitable segments, allowing it to switch away from lower-margin customers or change its pricing to better reflect its costs.

“People have started discovering a new perspective. We have some people who have been in the business for 20 years who tell me they’ve never come across this level of insight.”

Using insights to improve the customer experience.
Domo connects sales data, maintenance records, product usage data, and customer information together into a single platform, helping users across the company generate new insights into how to enhance the customer experience.  
The sales team leverages this data to gain a better understanding of how customers are using its products so they can make customized recommendations for upsells and cross-sells. In addition, sales staff can electronically monitor how the company’s solutions are being used so they can identify new sales opportunities or make recommendations for maximizing value.
  
“For example, if we see a customer that has ten machines on a floor, but employees are sending 80% of their jobs to just two machines, we can help them figure out how to relocate the other machines to get more usage, while at the same time knowing the high-usage machines will require maintenance sooner,” Anson said.
 
The marketing department has deeper insight into how different industries in different cities leverage the company’s products and services so that they can fine-tune their messaging and media buys. For example, the impact of the pandemic meant that fewer small businesses were using printers, but printing usage significantly increased across healthcare and government services. Using this insight, the marketing team was able to quickly switch its focus so that it could better reach the potential customers who most needed help.
  
The service engineering team uses Domo to help analyze machine performance so they can now better anticipate issues, allowing engineers to engage in predictive maintenance that helps customers avoid unexpected downtime. It can also help service engineers analyze product errors remotely so that they are ready to fix the customer’s machine as soon as they arrive onsite, helping meet SLAs. They’ve also been able to identify when customer requests for service tend to concentrate during certain days of the month or even times of day so they can be ready to respond.