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Oracle Customer Success—Ricoh Company, Ltd.
Ricoh Reduces Man-hours to Maintain Frequently-Asked-Questions Content, Cuts Overall System-Maintenance Costs by 40%, and Improves Customer Service
ShareWith Oracle Service Cloud, we gained an integrated knowledge- management platform to ensure consistent and up-to-date frequently-asked-questions content, enabling us to manage content more efficiently and cut overall maintenance costs by 40%.
— Eiji Shinohara, General Manager, Sales and Service Process Transformation Department, Business Process Transformation, Corporate Division, Ricoh Company, Ltd.
Established in 1936, Ricoh Company, Ltd. is a leading imaging and solutions company, providing a diverse range of office imaging products such as multifunction printers, copiers, scanners, and fax machines, as well as document-management solutions and cameras. Ricoh has 223 group companies and operates sales and support, production, and research and development in more than 200 centers worldwide.
Business Challenge
- Integrate disparate frequently-asked-questions (FAQ) systems, such as for customer inquiries, imaging product pages, and repair service requests, into a single knowledge management platform to manage content more efficiently and reduce operating costs
- Ensure consistent and up-to-date FAQ content and enable customers to quickly search the information online instead of contacting call center operators to resolve issues
- Enable sales representatives to easily access a centralized knowledge base—including a variety of customer and business information, such as warranty service data—anytime, anywhere, and provide rapid responses to customer requests
Results
- Reduced overall maintenance costs by 40% by integrating multiple FAQ systems—including on-premises and cloud applications—onto Oracle Service Cloud, providing a centralized knowledge-base platform and supporting future expansion to other global locations
- Cut man-hours required to maintain FAQ content by eradicating duplicate information in disparate systems, reducing content volume from more than 10,000 items to less than 7,000 items, such as multifunction-printer specifications
- Improved customer service by enabling sales representatives and engineers to access the centralized FAQ website on their mobile devices and provide rapid responses to diverse customer inquiries, such as replacement-parts requests
- Streamlined call-center support services by providing customers with FAQ online self-service and enabling them to quickly find the most relevant answers to questions, such as fixing paper jams and printing issues, reducing operators’ workload
- Ensured consistent and accurate FAQ content by enabling web administrators to easily and frequently update content rather than using HTML format as required by legacy systems, thanks to Oracle Service Cloud’s intuitive interface
Why They Chose Oracle
Ricoh chose Oracle Service Cloud for its superior performance and reliability—compared to other knowledge management systems.
“We selected Oracle Service Cloud for its flexible features and because it enabled us to quickly adopt proven best practices from other leading companies and reduce operating costs,” said Eiji Shinohara, general manager, Sales and Service Process Transformation Department, Business Process Transformation, Corporate Division, Ricoh Company, Ltd.
Not only would Oracle Service Cloud help us to reduce deployment and maintenance costs, as compared to on-premises solutions, its proven success with Ricoh’s overseas group companies also gave us confidence that we could easily roll out the solution in Japan and support future global implementation.
— Tetsuji Sakai, specialist, System Development Section 1, Sales and Service Process Transformation Department, Business Process Transformation, Corporate Division, Ricoh Company, Ltd.
Execution
With systematic methodology from Oracle Consulting, Ricoh successfully engaged all departments and defined a clear roadmap for the new knowledge-management platform based on Oracle Service Cloud. It took just three-and-a-half months to complete the migration of all disparate FAQ systems to Oracle Service Cloud without customization. This enabled Ricoh to easily expand the integrated knowledge-management platform to other global locations and deliver new services faster.
About Ricoh Company, Ltd.
Headquarters
Tokyo, Japan
Employees
109,950
Annual Revenue
Over $5 Billion
Oracle Solutions Used
Published: Dec 22, 2015