Memorable CX Ahead: How RICOH Blended Mindsets and Toolsets to Create a “Remote-First” Service Strategy
To keep up with customer expectations in an era of on-demand service, Ricoh needed to embrace a more intentional service strategy that met customers’ needs and exceeded their expectations. Using Service Intelligence tools such as Aquant, Ricoh transformed into a service-centric org by enabling more remote resolutions, improving First Time Fix rates, and reducing onboarding time.
Join Aquant and Darren Elmore, GM of Service, Ricoh for a closer look at how Ricoh combined equal parts mindset and toolsets to shift service delivery left and create an optimal experience for customers and employees alike.
We’ll explore Ricoh’s journey (and results!) in utilizing the Service Intelligence tools like Aquant to:
- Upskill, train, and empower employees with the knowledge to perform at an expert level
- Offer more remote resolution opportunities for customers, now resolving 42% of cases remotely
- Allocate technician and parts resources wisely, ensuring that all on-site dispatches provide the maximum impact possible
GM Service, Ricoh New Zealand
Service Principal, Aquant