RICOH Anthea Turner with Beata Ulman, Andrew White & Helen Ireland, Ricoh
Ricoh is a global technology provider which has driven innovation across many technology sectors. It puts its knowledge and technology to work to help businesses deal with evolutionary shifts. It scooped the award for Outstanding Evolution: Business Transformation.
Today’s print market is highly competitive, with declining print volumes, manufacturing sites consolidating and constantly changing customer requirements. Paper, electricity and ink prices are growing combined with environmental pressures on waste reduction. Ricoh began to feel the effects of these changes as clients expect lower prices to support their needs, alongside added value from suppliers they work with.
As printers must adapt to the new demand for less but more impactful print, the need for adding value and supporting clients throughout their transformation journey was vital. Traditionally, the Ricoh service model was a simple break/ fix offering but it realised that there were opportunities to improve satisfaction levels and a dedicated service manager was allocated to the project which would transform this.
Te introduction of a Ricoh eShop online ordering system made it easier for clients to order parts and consumables such as ink, and they could now check inventory levels and access delivery tracking. Livechat supports the site and the range on offer was extended to include third party vendor parts. 170,000 SKUs are now offered.
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An IVR system was introduced to the contact centre for clients to navigate a call tree of automated messaging to raise requests for service engineers to call – this became available around the clock rather than, as previously, restricted to contact centre operating hours.
Ricoh appointed a strategy & services manager in 2021 who could evaluate the post-sale customer journey and work with internal teams to enable communication with customers as ‘One Ricoh’. Tis involved gaining buying from the team of account managers as well as exploring how customers would respond to new initiatives designed to support their businesses.
Te initial trial with a key customer met with positive feedback. Tis spurred Ricoh to work to improve its relationships with customers and become solutions led rather than product led. By now working more closely with its commercial printer customers, improving the service it provides for spares and consumables through its online store, Ricoh is enabling them to increase production capacity and generate additional revenue.
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