Presented the award during Wireless Enterprise Symposium 2009, Ricoh was recognized for enabling positive change within its organization through enhanced customer service.
Ricoh wanted to takes its service delivery model to the next level by creating an application that would mobilize all aspects of service calls handled by its field technicians in order to improve call efficiency and give technicians more control over the tasks performed during their day. To accomplish this mission, Ricoh engaged Mirifex, an application provider, to create an application specifically for BlackBerry smartphones being used by its technician staff.
"Ricoh is honored that our mobile solution has received this prestigious accolade as it demonstrates our customer service leadership in the office equipment industry," said David Greene, senior vice president and national sales manager, Ricoh Americas Corporation. "We are committed to driving innovation throughout our organization especially when it comes to enhancing service levels and results we are able to provide to our valued customers."
Leveraging the Mirifex Mobile Framework – a flexible forms-based platform – Ricoh and Mirifex developed an application that connects BlackBerry smartphones to Ricoh’s back end Oracle ERP system database. As a result, Ricoh field service technicians can dispatch service calls, open and close incidents, view and track various inventories, and order parts, all from their BlackBerry smartphone. Besides empowering technicians to be more efficient, the solution enables them to improve business metrics, consistently meet and exceed the terms of customer Service Level Agreements, reduce calls to the dispatcher and streamline operations overall.
Glen Mandernacht, vice president, Direct Technology Services, Ricoh Americas Corporation added, "Our mobile solution for BlackBerry is helping us gather and distribute information in a consistent way across all channels and across all our customers, so our service levels keep us competitive in the industry."