Ricoh leverages latest mobile technology to improve customer experience
Singapore, 13 May, 2013 – Ricoh (Singapore) today announced a new pilot productivity-enhancing programme which taps on the mobility offered by the IT infrastructure in Singapore. This programme, the first of its kind for Ricoh’s businesses in the Asia Pacific region, significantly reduces the turnaround time for service jobs.
The programme consists of two integrated initiatives - Service Process Automation (SPA) and Service Adaptation, Utilization N Assignment (SAUNA). SPA allows service engineers to remain connected on-the-go through a customised iPad application and SAUNA will effectively automate Ricoh’s back-end administrative processes.
Anthony Ong, Ricoh Singapore’s Service General Manager, says, “With the current lack of manpower in Singapore, GDP growth can only be achieved through improved productivity. This is recognised by the Singapore government in their Intelligent Nation 2015 (iN2015) strategy to achieve greater productivity through technology.”
He adds, “Ricoh is fully embracing the iN2015 concept through SPA and SAUNA and we believe that this is the way forward for service providers like us. Singapore was chosen because it has all the necessary technology, connectivity infrastructure and strong government support.”
The SPA initiative leverages on the iN2015 strategy to develop an infocomm–savvy workforce and establish an ultra-high speed, pervasive, intelligent and trusted infocomm infrastructure. Ricoh’s service engineers are now equipped with iPads preloaded with a specially written application. They are able to check for part availability and place a part request in real time using the application while attending to the client’s job request on-site. As a result, the turnaround time has decreased by up to 25 per cent since the program went live last October.
In addition, a built-in GPS function is able to locate the nearest available engineer and direct him via the shortest possible route to the client according to real time traffic conditions. There are currently 80 service staff equipped with the iPads.
Compared to SPA, the previous service process system was laborious. The communication between the engineers and call centre was done via SMS while requests for parts have to be done through facsimiles or Ricoh’s intranet. Anthony remarked, “The paperwork involved and the hassle our employees had to go through in order to close the job just took too long.”
The second initiative, SAUNA, automatically assigns job requests to the nearest available engineer while all other relevant administrative processes and requests are performed via the application.
Previously, Ricoh’s workflow was one where service engineers and call centre service representatives were assigned a fixed set of customers resulting in a highly unbalanced workload distribution. SAUNA is a huge step forward since job assignments are now automated and the tedious paperwork involved in submitting requests and checking on availability for parts are now digitally compiled.
In closing, Anthony promises, “As technology and communication progresses, business processes will too have to evolve and Ricoh is committed to exploring innovative ways to harness the power of technology to deliver the highest level of support for our customers.”
The iPad application:
- Directs engineers to the fastest route to the client
- Receives job requests straight from the iPad
- Provides real-time traffic and weather information
- Allows on-site engineers to communicate with their supervisor in real-time, and at the same time the supervisor is able to review and manage the job from his end
- Facilitates the closure of a job, eliminating the need for tedious paperwork
About Intelligent Nation 2015 (iN2015)
iN2015 is a 10-year masterplan initiated by the Government of Singapore to help Singapore realise the potential of infocomm over the next decade. Led by the Infocomm Development Authority of Singapore (IDA), iN2015 is a multi-agency effort that is the result of private, public and people sector co-creation. iN2015 is the blueprint to navigate Singapore’s 'transition into a global city, universally recognised as an enviable synthesis of technology, infrastructure, enterprise and manpower. For more information, please visit http://www.ida.gov.sg/Infocomm-Landscape/iN2015-Masterplan
Ricoh is a global technology company specializing in office imaging equipment, production print solutions, document management systems and IT services. Headquartered in Tokyo, Ricoh Group, operates in more than 200 countries and regions. In the financial year ending March 2012, Ricoh Group had worldwide sales of 1,903 billion yen (approx. 23 billion USD).The majority of the company's revenue comes from products, solutions and services that improve the interaction between people and information. Ricoh also produces award-winning digital cameras and specialized industrial products. It is known for the quality of its technology, the exceptional standard of its customer service and sustainability initiatives.
Under its corporate tagline, imagine. change. Ricoh helps companies transform the way they work and harness the collective imagination of their employees. For further information, please visitwww.ricoh.com/about/ or www.ricoh.sg
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