Ricoh Japan digitizes multiple processes with TeamViewer solutions
Customer technical support: average response time reduced by two hours per case
In product technical support, Ricoh Japan uses TeamViewer’s secure remote connectivity solution to remotely connect to customer computers. Support staff can then help customers establish the connection between the computer and the printer or multifunction devices. Many of these issues, which previously required an on-site technician visit, can now be resolved remotely. As a result, response time to service requests has decreased by an average of two hours per case.
In the next step, Ricoh is working on integrating TeamViewer software directly into printers. This will allow customers, as well as customer support personnel, direct access to printing devices. The expected result is to provide even more advanced remote support to customers.
On-the-job training: ensuring knowledge transfer with augmented reality
However, not all problems can be solved remotely and sometimes an on-site technician visit is unavoidable. When working locally on a customer’s device, such as a Ricoh printer or copier, junior engineers can easily seek AR-based remote assistance through TeamViewer’s Assist AR solution via smartphones and smart glasses and solve the specific problem with a senior Ricoh engineer connected remotely. The senior employee can share the view of the junior colleagues on site and enrich their field of vision with instructions or virtual markers. This allows Ricoh Japan to maintain its high level of customer satisfaction, even with less experienced engineers. At the same time, the solution ensures seamless knowledge transfer between senior and junior engineers.
Switch to remote training: reduction in travel costs and increase in the attendance rate
Ricoh Japan has always provided comprehensive training programs for its employees. When it comes to training printers, employees everywhere Japan used to gather Tokyo Where Osaka for training, because of the equipment needed. However, due to the pandemic, the company had to change its training process. With TeamViewer’s remote connectivity solution, participants can now access and operate training computers remotely and participate in sessions from their office or home. Thus, Ricoh Japan could achieve the same training effect as in the old on-site courses. In addition, travel costs have been reduced by more than 6 million yen (about €46,000) in one year, and attendance at training sessions has increased due to easier access and reduced travel effort.
TeamViewer as a partner for the digitization of processes along the value chain
Fumiharu Suzuno, S&S Division, Technical Center, Software Technical Support Department, CS Technical Support Group, at Ricoh: “At Ricoh, we are currently transforming into a true digital services company. We are therefore constantly looking for ways to strengthen our support with the objective of ensuring that our customers can get the most out of our products. Our business relationship with TeamViewer has continued to grow and they have greatly supported us on our digital transformation journey with industry-leading, high-performance, easy-to-use and extremely scalable solutions leveraging connectivity to distance and augmented reality.”
Sojung LeePresident APAC at TeamViewer: “The various use cases we enable at Ricoh Japan are great examples of how TeamViewer helps companies digitize their entire value chain. Significantly reducing customer support response time, establishing new training and onboarding methods, and ensuring good knowledge transfer in times of global shortages of skilled labor are tangible results of value that our products bring to both our customers and their customers. »
TeamViewer is a leading global technology company that provides a connectivity platform to remotely access, control, manage, monitor and repair devices of all kinds, from laptops and cell phones to industrial machinery and robots. Although TeamViewer is free for private use, it has over 625,000 subscribers and enables businesses of all sizes and in all industries to digitize their critical processes through seamless connectivity. Against the backdrop of global megatrends such as device proliferation, automation and new work, TeamViewer is proactively shaping digital transformation and continuously innovating in the areas of Augmented Reality, Internet of Things and Technology. ‘artificial intelligence. Since the company was founded in 2005, TeamViewer software has been installed on more than 2.5 billion devices worldwide. The company is headquartered in Goppingen, Germany, and employs approximately 1,500 people worldwide. In 2021, TeamViewer achieved billings of approximately €548 million. TeamViewer AG (TMV) is listed on the Frankfurt Stock Exchange and is owned by MDAX. Further information is available at https://www.teamviewer.com/.
Ricoh empowers digital workspaces using innovative technologies and services that enable people to work smarter from anywhere.
With knowledge cultivated and organizational capabilities developed over its 85-year history, Ricoh is a leading provider of digital and information management services, as well as printing and imaging solutions designed to support digital transformation and optimize business performance.
Based at Tokyo, Ricoh Group has major operations around the world and its products and services now reach customers in approximately 200 countries and regions. During the year ended March 2021Ricoh Group achieved worldwide sales of 1,682 billion yen (about. $15.1 billion).
For more information, visit www.ricoh.com
PR Americas and Analyst Relations Manager, TeamViewer
E-mail: [email protected]