Driving Collaboration, Teamwork, Employee Satisfaction with

Innovative Workflow (Case Study)

Bruce Wayne NelsonDirector, Customer Support ServicesRICOH USA, Inc

Rev Consolidated Sales

$18.2 BYE 2016

50,000Patents

100,000

Research Budget

5.3% of net sales

Ricoh’s Global Footprint

align growth strategies of

enterprises world-wide

Cert no: FS 33325

Quality Management System

ISO 9001:2008

Cert no: IS 85241

'Information & Data Security

Management System

ISO 27001:2005

Cert no: OHS 556746

Occupational Health

& Safety Management System

BS OHSAS

18001:2007

Cert no: EMS 61761

Environmental

Management System

ISO 14001:2004

Ricoh Today2016 YE results

A Legacy of Innovation since 1936.

customer

Investments

People

Ricoh USA, Inc.

Ricoh US Resources

4

4,100+ Technical Service Professionals

950+ Professional and IT Services Staff

8,000+ on-site Managed Services Employees

Northeast, Midwest, Central, Southeast, West Regions

Ricoh USA, Inc.Americas

Headquarters

Malvern, USA

Commercial, Global, Healthcare, Federal, Higher Education, Legal focus

Press 2for areally longqueue

Press 1for an annoyingmessage

Technician calls in, used the IVR to fill out information

TSSC Background – Traditional Call Center Environment

Calls are routed to the next available analyst

based on skillset, this resulted in longer hold times

TSSC Background – Traditional Call Center EnvironmentComplex Phone

Routing

TSSC Background – Traditional Call Center Environment

Tall Cubicles

restricted agents

from

communicating and

collaborating often

TSSC Background – Traditional Call Center Environment

but NOT GREAT

We were doing a good job,

TSSC Background – Traditional Call Center Environment

Xpress Support is an innovative, patented process that allows analysts to select incidents by their skill as opposed to the incidents selecting them

How it WorksChanged from “inbound IVR support”, to “outbound prepared, selective support”Technician uses mobile app to enter problem and what has been done in the mobile friendly web form and submitPrepared TSSC Specialist(s) calls back within 15 minutes ready to support you!

Open/CollaborativeEnvironment

Changing from Singular, cubed agent to collaborative, shared responsibilityChanging from Email based Escalation to on site, instant escalation

Shared workspace with on site for

“knowledge sharing, collaboration, and

instant escalations!”

Large Ricoh Interactive Whiteboards

Ability to move around to different areas

of the room to help each other

Increased Teamwork and

Morale and Ownership.

Have not had a single

case of someone

selecting a call and then

saying “I have not heard

of that product or

problem”

• Better Communication

• Raised Productivity/Efficiency

• Increased Resolution Rates

• Employee Satisfaction

• Silo’d employees/groups

• Decrease in negative feedback

• Decrease in callbacks for same problem

Employee Satisfaction

89.5% 92.2% 94.7% 96.8% 97.0% 96.7% 97.1% 97.3% 97.1%

3.7% 5.2%11.2%

27.7%32.3% 30.3% 33.0% 33.2% 32.8%

0

10000

20000

30000

40000

50000

60000

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Apr-2017 May-2017 Jun-2017 Jul-2017 Aug-2017 Sep-2017 Oct-2017 Nov-2017 Dec-2017

Total Responses

Positive Response %

Participation %

Customer Satisfaction

3rd Party Printers 3rd Party Adjacent

OEM

The extensive footprint helped Ricoh to develop the infrastructure to support more than 2.5 million Ricoh own products globally

Ricoh OEM

Ricoh quickly leveraged this infrastructure to support non Ricoh products, including more than 750,000 machines around the world

3rd Party PrintersOur extensive experience as a manufacturer of advanced technology has necessitated building connectors for other technologies, allowing Ricoh to support customer produced technologies, wherever it has gears, motors, chipsets, boards, displays , networking or IT Services.

3rd Party Adjacent

Ricoh Services TransformationRicoh offers transferable electromechanical skills, service know-how, quality field support delivery, direct experience with advanced technology and

expansive knowledge and resources to support customer produced technologies.

Expanded Cloud Based Labs

Enhanced Video Training

ARMS

Smart Hands Training

Remote Support

Customer Mobile

App for Support

Text Support for TechniciansExpanded

Click to Chatfor Tech Support

Push versus pull knowledge management

Automatic Remote Firmware Update (ARFU)

Advanced Remote Monitoring System (ARMS)

Predictive Maintenance (PdM)

SmartHands Service Delivery

Augmented Reality Support

Robotics Support

Improved Call Avoidance on the Web