Driving Collaboration, Teamwork, Employee Satisfaction with …/media/HDIConf/Files/... · 2018. 3....
Transcript of Driving Collaboration, Teamwork, Employee Satisfaction with …/media/HDIConf/Files/... · 2018. 3....
Driving Collaboration, Teamwork, Employee Satisfaction with
Innovative Workflow (Case Study)
Bruce Wayne NelsonDirector, Customer Support ServicesRICOH USA, Inc
Rev Consolidated Sales
$18.2 BYE 2016
50,000Patents
100,000
Research Budget
5.3% of net sales
Ricoh’s Global Footprint
align growth strategies of
enterprises world-wide
Cert no: FS 33325
Quality Management System
ISO 9001:2008
Cert no: IS 85241
'Information & Data Security
Management System
ISO 27001:2005
Cert no: OHS 556746
Occupational Health
& Safety Management System
BS OHSAS
18001:2007
Cert no: EMS 61761
Environmental
Management System
ISO 14001:2004
Ricoh Today2016 YE results
A Legacy of Innovation since 1936.
customer
Investments
People
Ricoh USA, Inc.
Ricoh US Resources
4
4,100+ Technical Service Professionals
950+ Professional and IT Services Staff
8,000+ on-site Managed Services Employees
Northeast, Midwest, Central, Southeast, West Regions
Ricoh USA, Inc.Americas
Headquarters
Malvern, USA
Commercial, Global, Healthcare, Federal, Higher Education, Legal focus
Press 2for areally longqueue
Press 1for an annoyingmessage
Technician calls in, used the IVR to fill out information
TSSC Background – Traditional Call Center Environment
Calls are routed to the next available analyst
based on skillset, this resulted in longer hold times
TSSC Background – Traditional Call Center EnvironmentComplex Phone
Routing
TSSC Background – Traditional Call Center Environment
Tall Cubicles
restricted agents
from
communicating and
collaborating often
TSSC Background – Traditional Call Center Environment
but NOT GREAT
We were doing a good job,
TSSC Background – Traditional Call Center Environment
Xpress Support is an innovative, patented process that allows analysts to select incidents by their skill as opposed to the incidents selecting them
How it WorksChanged from “inbound IVR support”, to “outbound prepared, selective support”Technician uses mobile app to enter problem and what has been done in the mobile friendly web form and submitPrepared TSSC Specialist(s) calls back within 15 minutes ready to support you!
Open/CollaborativeEnvironment
Changing from Singular, cubed agent to collaborative, shared responsibilityChanging from Email based Escalation to on site, instant escalation
Shared workspace with on site for
“knowledge sharing, collaboration, and
instant escalations!”
Large Ricoh Interactive Whiteboards
Ability to move around to different areas
of the room to help each other
Increased Teamwork and
Morale and Ownership.
Have not had a single
case of someone
selecting a call and then
saying “I have not heard
of that product or
problem”
• Better Communication
• Raised Productivity/Efficiency
• Increased Resolution Rates
• Employee Satisfaction
• Silo’d employees/groups
• Decrease in negative feedback
• Decrease in callbacks for same problem
Employee Satisfaction
89.5% 92.2% 94.7% 96.8% 97.0% 96.7% 97.1% 97.3% 97.1%
3.7% 5.2%11.2%
27.7%32.3% 30.3% 33.0% 33.2% 32.8%
0
10000
20000
30000
40000
50000
60000
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Apr-2017 May-2017 Jun-2017 Jul-2017 Aug-2017 Sep-2017 Oct-2017 Nov-2017 Dec-2017
Total Responses
Positive Response %
Participation %
Customer Satisfaction
3rd Party Printers 3rd Party Adjacent
OEM
The extensive footprint helped Ricoh to develop the infrastructure to support more than 2.5 million Ricoh own products globally
Ricoh OEM
Ricoh quickly leveraged this infrastructure to support non Ricoh products, including more than 750,000 machines around the world
3rd Party PrintersOur extensive experience as a manufacturer of advanced technology has necessitated building connectors for other technologies, allowing Ricoh to support customer produced technologies, wherever it has gears, motors, chipsets, boards, displays , networking or IT Services.
3rd Party Adjacent
Ricoh Services TransformationRicoh offers transferable electromechanical skills, service know-how, quality field support delivery, direct experience with advanced technology and
expansive knowledge and resources to support customer produced technologies.
Expanded Cloud Based Labs
Enhanced Video Training
ARMS
Smart Hands Training
Remote Support
Customer Mobile
App for Support
Text Support for TechniciansExpanded
Click to Chatfor Tech Support
Push versus pull knowledge management
Automatic Remote Firmware Update (ARFU)
Advanced Remote Monitoring System (ARMS)
Predictive Maintenance (PdM)
SmartHands Service Delivery
Augmented Reality Support
Robotics Support
Improved Call Avoidance on the Web