Ricoh has implemented TeamViewer remote connectivity software and the Augmented Reality (AR) based remote assistance solution to digitalize processes in technical customer support and employee training and onboarding in Japan.
Since the first use case in 2019, Ricoh has subsequently realized more and more use cases with TeamViewer’s solutions and is constantly exploring additional ways to digitalize and simplify processes along its value chain with TeamViewer.
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 truly digital service company. We are therefore constantly looking for ways to strengthen our support to ensure that our customers can make the most of our products. Our business relation with TeamViewer has continuously grown and they have greatly supported us on our digital transformation journey with cutting-edge and high performing as well as easy-to-use and extremely scalable solutions leveraging remote connectivity and Augmented Reality.”
Sojung Lee, President APAC at TeamViewer: “The various use cases we enable at Ricoh Japan are great examples of how TeamViewer supports companies in digitalizing their entire value chain. Significantly decreasing response time in customer support, establishing new ways of training and onboarding, and ensuring proper knowledge transfer in times of global shortage of skilled workforce are tangible results of the value that our products bring to both our clients and their customers.”
In technical product support, Ricoh Japan is using TeamViewer’s secure remote connectivity solution to remotely connect to the customers’ computers. The support staff can then help clients to set up the connection between computer and printer or multifunctional devices.
As the next step, Ricoh is working on embedding TeamViewer’s software directly into the printers. This will enable clients, as well as the customer support staff, to access the printing devices directly. The expected outcome is to provide even more advanced remote support to the customers.
Ricoh Japan has always provided extensive training programs for its employees. When it came to training for the printers, employees from all over Japan used to gather in Tokyo or Osaka for the training, because of the equipment required. However, due to the pandemic, the company was required to change its training process.
Using TeamViewer’s remote connectivity solution, the participants are now able to remotely access and operate the training PCs and participate in the sessions from their offices or home.
Thus, Ricoh Japan could achieve the same training effect as in the former on-site courses.