TeamViewer helps Ricoh enhance its customer support and training in Japan
Ricoh, a leading imaging and electronics company, is leveraging
TeamViewer’s solutions to digitalise its processes in technical customer and employee training in Japan.
By using TeamViewer’s secure remote connectivity solution to remotely connect to the customers’ computers,
Ricoh Japan’s support staff can help clients set up the connection between computer and printer or multifunctional devices. As a result, the response time for service requests is shortened by an average of two hours per case.
As the next step, Ricoh is looking at embedding TeamViewer’s software directly into its printers. This will enable its customer support staff to access printing devices directly and provide even more advanced remote support to its customers.
Ricoh Japan is also using TeamViewer’s solutions for on-the-job training. Junior engineers working locally on customers’ printers or copiers can easily seek AR-based support from remotely connected senior engineers through TeamViewer’s solution Assist AR via smartphones and smart glasses. This ensures a seamless knowledge transfer between senior and junior engineers, as well as empower Ricoh Japan to maintain its high level of customer satisfaction, even if there is a shortage of senior engineers.
“The various use cases we enable at Ricoh Japan are great examples of how TeamViewer supports companies in digitalising 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,” says Sojung Lee, president for Asia Pacific at TeamViewer.