Attracting and retaining customers has always been important. In today’s new world of work, it is more crucial—and competitive—than ever. Customers accept nothing less than immediate service, handled in context and in the moment. Whether that means providing easy and unhindered access to information or direct contact with humans using smarter, more responsive systems, companies have a difficult challenge to overcome.
“The vast majority of CEOs (91 percent) plan to change their customer growth and retention strategies and channels to market. But fewer have embarked on these changes (34 percent underway or completed). And only about a third think the marketing, sales and customer service functions charged with carrying out these tasks are fit for purpose.”1
In other words, most companies see where they want to go, but don’t know how to get there. How do you provide faster access to high-value information? What are the tools and strategies that personalize and deliver that information fluidly and dynamically, in the right form and at the right time? How can you empower customer-facing employees to better carry out your strategies for growth? These are the questions two-thirds of today’s CEO’s don’t have the answers to.
But Ricoh can help you find these answers.
Connect More Intimately with Customers
Customers are increasingly self-directed and sophisticated when it comes to seeking and acquiring information about the products or services they’re interested in. They expect to find relevant information online, wherever they are, whenever they want.
For the most part, senior managers are aware of this: four-fifths of CIOs aim to digitize their front offices within the next few years to sync with customers more effectively. Mobile devices like smartphones and tablets will play a key role in accomplishing that: a full 84 percent of CIOs include new, mobile means of interacting with customers in their top five plans for enhancing their organizations’ competitiveness in the next few years.2
Increasing touchpoints with potential customers through mobile and social apps, online chat and email is key, but a successful multichannel strategy for customer acquisition doesn’t stop there. Companies need to seize the opportunities to reach people beyond their phones—via face-to-face personalized attention in branch offices (whether in person or through telepresence), targeted digital signage in public venues and compelling print campaigns.
Once you have your customers’ attention, your employees need the tools to directly connect with them —through online apps, business applications specific to their functional area or enterprise systems like ECM. And they need to use them on the platform that works best for customers: do your solutions work on tablets? Can employees use them during telepresence interactions? Can they be on-boarded remotely from employee desktops? For the kind of information mobility customers require today, your answer needs to be yes.
Increase Loyalty and Customer Account Value
According to a recent global Forrester study3 sponsored by Ricoh, most decision makers (79 percent) and individual contributors (89 percent) admit that there’s a gap between the experience they can deliver and the experience the customer wants. And when you’re certain of a gap like that, you can’t be certain your customers won’t seek a better experience with someone else.
Streamlined processes and optimized information workflows are essential to delivering the kind of exceptional service that helps retain customers and increase account value over time. And not only does high-quality, personalized service dissuade customers from moving to competitors, but it turns those customers into brand advocates. It goes without saying that word of mouth is powerful marketing, and with today’s socially networked customers, a good word about your company is amplified exponentially.
One way to increase the good words said about your company is to do something most customers won’t even notice: making information mobile and sharable between departments. In a recent European survey, 62 percent of business leaders admitted that siloed information within different areas of their companies is hindering the sharing of information.4 Why does this matter? Because customers don’t see a company of diverse departments with their own unique information systems. They see a single company, and they expect singular, informed service from everyone they deal with, whatever the department. The only way for you to meet that expectation is for every department to have anytime, anywhere access to the information they need for each customer. Information must be distributed efficiently and intelligently throughout your workforce, and employees must be equipped with the latest applications and tools to manage that information. Your customer sees a single company, so your departments need to act like one.
The Bottom Line
From product marketing to PR to call centers to the social media team, everybody in your business needs to be on the same page. They need access to key information so they can work together and respond to potential and existing customers with speed and self-assurance. Improving your company’s customer-facing processes not only boosts revenue and sales, but it ensures that no matter where you engage a customer in the sales cycle—pre-sale, onboarding or ongoing—they’ll receive the same quality experience.
1 PwC 17th Annual Global CEO Survey (2014)
2 IBM 2013 Global C-suite Study
3 “The New Workplace Reality: Enterprises Must Capture The Soul And Spirit Of The Emerging Worker” - A Forrester Consulting Thought Leadership Paper Commissioned By Ricoh, December 2013
4 “The Rise of the iWorker by 2018,” conducted by Coleman Parkes research, sponsored by Ricoh.
Fast access to high-value information—along with the time and tools to personalize and deliver it—helps your business attract and acquire new customers while continuing to deepen your relationship with existing customers.
Improve Communication Touchpoints
To reach today’s always on, self-educated prospects, no matter where they are in the buying process, you need a multi-channel communication strategy you can manage at all times. Whether your touchpoints are digital, face-to-face or printed, Ricoh’s solutions manage the medium so you can focus your time and talent on the quality of the message. Outsourcing your communication tasks to Ricoh to better manage your information will help ensure that each customer touchpoint is delivering maximum value for your business.
Enhance Customer Relationships and Interactions
The business of establishing and growing relationships with customers should be the focus of everyone across the enterprise, not just direct customer-facing roles. With the right applications supporting the right processes, your employees can have anytime, anywhere access to key information that enhances their ability to reach out and respond to customers with speed and confidence. At the same time, the burden for supporting these capabilities falls on us, while your IT can focus on their core competencies.
How important are customers to this strategic work? Very: 75 percent of CIOs list customer acquisition and retention among today’s most critical business management issues, and 74 percent include addressing the rising expectations of customers.1 But while customer focus is a priority, nearly half of CIOs (47 percent) find it hard to get their IT staff to be more business-oriented and customer-facing.2 What do you do about this?
When you partner Ricoh, we’ll do the work of finding, fine-tuning and implementing the best applications for engaging your customers. Our solutions will help fulfill your objective of making IT more effective in customer-facing initiatives.
Maximize Customer Satisfaction
In two-thirds of the organizations that outperform their peers, leaders do more than manage customer experiences. They reorient their organizations, strategies and investments to cultivate contemporary relationships across all manner of customer interactions.3 What brings in new customers is the same thing that keeps customers on board: the delivery of excellent service. All your employees, whether customer facing or in the back office, can deliver that service if they have the right information in the right format—as well as the time to personalize the customer experience. The more time-consuming manual tasks that Ricoh takes on (either through outsourcing or automation), the better your employees can provide the experiences that make customers loyal for life.
1 CIO Magazine 2014 State of the CIO Survey
2 CIO Magazine 2014 State of the CIO Survey
3 IBM 2013 Global C-suite Study
Ricoh Services gives you new ways of attracting and engaging customers— and gives your employees the ability to personalize and deepen the customer relationships that are essential to growing your business by providing them access to the right information at the right time, in the right form.
Production Printing Services: Improve Communication Touchpoints
Personalized communication with customers is key, and to pull it off requires bringing in information from multiple customer touchpoints in a manner that can be quickly understood. You need to reach customers wherever they are and you need to update and tailor your message at any time. Ricoh’s Production Printing Services can put the pieces together for you.
Designed in collaboration with top industry experts and supported by best-in-class solutions, our Production Printing Services are a comprehensive portfolio of integrated services for in-house corporate or commercial printing. One example is Precision Marketing Services, which improves the way you use customer data for customer profiling, targeting and, ultimately, better customer response rates. With this service, our customers can create relevant, personalized communications that boost response, build brand value and deliver measurable ROI.
Application Services: Enhance Customer Relationships and Interactions
Your customers expect fast service, handled in context and in the moment. Ricoh Application Services enable your workforce to exceed these expectations. Our customized solutions deliver business applications, innovative technologies and workflow processes fitted to your needs and designed to optimize the management of your information. We also involve the department managers who are involved in driving application decisions—in the process, ensuring flow and harmony between IT and each area of your company.
Business Process Services: Maximize Customer Satisfaction
Every Ricoh Business Process Service begins by helping you evaluate the way information flows, from start to finish, within your current business processes. Then, we design, implement and manage a solution consisting of the right combination of people, processes and technology for your specific needs.
Ricoh Business Process Services are designed to improve collaboration and communications between everyone involved in delivering value to customers. We find ways to free front-line sales and service staff from routine information management tasks, which makes them more available and able to deliver exceptional customer service. We empower employees across departments (Legal, Accounting, Mailroom, etc.) to collaborate better, which again frees up energy and attention they can devote to customers. Optimized processes can also enhance your collaboration with partners and vendors that help you deliver timely, high-quality products and services to your customers.
White Paper for Innovation Leadership
Innovation is a top business buzzword, but few companies understand how to drive it effectively. A recent IDC study found that while 59% of executives say it’s important to be innovative and 70% believe their companies to be above average innovators, only 14% realize significant business benefit from innovation behaviors. Establishing innovation that drives real results requires different best practices than most executives think.
InfoBrief: Investing for Innovation Success
Innovation investment benefits all areas of the business, not just product development, but it’s important to invest in a mix of business-enabling technologies to be better equipped to meet today’s business challenges.
InfoBrief: Organizational Behaviors that Drive Innovation
Innovation matters: Companies that display the greatest amount of innovative behaviors have better business results. Innovation is about more than just market disruption, it touches on all areas of the business, in addition to product development.
Information Waste: The Problem in Plain Sight
Are you wasting valuable business information?
College transforms from antiquated learning services to a modern, technology based learning environment
College partners with Ricoh IT Services to deploy a virtualized IT infrastructure to transform the way students and staff access learning resources and services.
Driving Expansion of Services in Marketing Communications
Service Bureau Jansen is able to produce print runs more quickly and efficiently and in full color. They have also increased the effectiveness of printed materials by making the content of each print fully variable.
Optimizing Document Processes for Financial Services Firms: Increased Revenue & Cost Takeout
IDC research indicates that financial services firms can increase revenue by 10.7% while reducing their overall operating costs by 10.5% when these customer-facing processes are optimized.
Transforming Information Management to Increase Revenue and Improve the Customer Relationship
Successful companies are constantly seeking ways to increase sales, to innovatively develop new sources of revenue and grow their customer relationships in order to protect and expand existing revenue streams.
Moving Beyond Automation to Process Innovation
Executive leadership is focusing on ways to increase the value delivered to customers through front office processes—any touch point where employees communicate directly with customers.
The Pathfinder: Navigating MDS
Ricoh USA Blog
Ricoh Healthcare Solution Improves Patient Care
USP Hospital Group generated more than 20 million paper-based medical records every year. Under Ricoh’s guidance, the group migrated from paper-based processes to an Electronic Health Record system with automated workflows and electronic forms.
Wire Rope Industries Overhauls Its Document Management System and Boosts Productivity
Ricoh automated Wire Rope’s document workflow process and its storage and retrieval system. Integrated document management applications allowed the company to digitize the internal flow of documents and cost-effectively store and retrieve them.
Outsourcing Document Processes Underwrites Business Success
Ricoh processes more than 60 million documents a year for the insurer, using closed loop production systems which eliminate business risk. Outsourcing mission critical document processes to Ricoh improved customer service levels and reduced costs.
Business Critical Document Process Outsourced to Ricoh
Ricoh processes more than 2 million claims for the company every year, allowing it to respond more efficiently to claimant’s needs. And, Ricoh is also helping the healthcare organisation optimise its claims process.
A Customized Solution Transforms Enrollment Processing for a Major Managed Health Care Organization
Ricoh designed a solution to modernize the company's Medicare/Medicaid enrollment and related document workflow. The solution has delivered numerous benefits for the managed care organization, including 60 to 80 percent reduction in total turnaround time.
Communication Solutions and Services for the Annual Meetings of the IMF and World Bank Group in Japan
Ricoh provided communication solutions and services which included a multi-projection system with a large 3.84 meter wide screen, which can be installed anywhere and can project dynamic images, and a virtual help desk combining a small footprint, remote video communication system, and an ultra-short-throw projector.
Ricoh Provides Solution Services at the APEC Transportation Ministerial Meeting, a First in Japan
Ricoh was the official provider of solution services, including a large-scale paperless meeting. Through those services, Ricoh supported smooth and efficient meeting management and the information sharing on Japan’s outstanding transportation infrastructure to all participating countries.
Ricoh’s Unified Communication System Reduces Travel Time and Expenditure
Ricoh provides a managed video conferencing facility for Coor Service Management. Using virtual meeting rooms, employees can collaborate on projects with colleagues based at remote sites.
Proactive, Extra-mile IT Support for a Rapidly Growing Law Firm
Ricoh provides a national law firm with Ricoh IT Services for proactive, hands-on IT support and expertise to carefully plan and move IT infrastructure
Ricoh IT Services Meets the Needs of Community Outreach Organization
Ricoh Proactive Managed IT Services offers around-the-clock service. Unlike the previous IT services provider, Ricoh manages everything, including hardware, software, onsite calls and more, quickly and economically.
Helloworld Limited Keeps Network Up and Running Effectively with Ricoh IT Services
Through Ricoh’s NetActive service, Helloworld’s IT department have access to Ricoh’s senior, level 3, network engineers whenever they need them – 24 hours a day, seven days a week.
QT Sydney Hotel Successfully Integrates Separate Networks with Ricoh IT Services
The requirement was to integrate two separate networks, each with its own unique components. In order to achieve the integration, Ricoh engineers undertook a comprehensive design exercise to ensure full data integration between disparate systems and, most importantly, establish full security between guest and corporate network services.
The Scots College Upgrades Network Infrastructure with Ricoh IT Services
With technology now an increasing driver of education, The Scots College required an upgrade of their network infrastructure, including upgrading wireless access to all end users.
McDonald Real Estate Improves Access to Information with Ricoh
“In order to best serve our clients, our agents need to be truly mobile with full remote access to emails and data, backed up by a prompt and efficient support office. With Ricoh IT Services we’ve achieved this and more.”
Process Optimisation Saves Hospital Group €½ Million
Automating patient registration and implementing a digital workflow helped to streamline the healthcare provider’s administrative processes. Process optimisation has cut the time employees spend on administrative processes by 25,000 hours a year.
Digitising Documents Provides Helping Hand for Medics
A new electronic health record system is giving doctors at German hospital group KHWE quicker access to essential medical information to help them provide better outcomes for their patients. Meanwhile, the digitisation of the company’s administrative documents is significantly improving the efficiency of the organisation itself.
MDS Improves Operational Efficiency and Customer Centricity
A leading retail bank wasted time and money managing its own document infrastructure. Keen to outsource service provision, the bank sought a supplier capable of providing managed services on a global basis. Ricoh proved the perfect partner, implementing the structured programme through which the bank achieved dramatic improvements in operational efficiency.
Regis University Drives Cost Out of Printing with a New Output Fleet and Expert Print Management
Regis recently underwent a major modernization of its print output fleet, implemented Managed Document Services (MDS) and outsourced control of its print, copy and mail center to its partner of choice — Ricoh.
Ricoh Develops and Implements a New Bill Design for Los Angeles Department of Water and Power
LADWP chose a Precision Marketing solution to develop and implement a new, easy to read bill design. The technology created a new billing and delivery infrastructure for LADWP driven by an InfoPrint ProcessDirector powered Automated Document Factory (ADF).
Opening New Revenue Streams with Transactional Print Capabilities
CCS needed to implement the production capabilities needed to meet the complex document workflow of a healthcare insurer within a six-month period. Ricoh provided a turnkey solution that provides host-to-post print and mail production and piece-level tracking for HIPAA purposes, billing and inventory management.
Mobile Green IT Printing Initiative for Vodafone
Keen to reduce the environmental impact of its office print environment, Vodafone launched a Green IT ‘Less Paper Office’ initiative. Ricoh’s solution supports Vodafone’s flexible work and mobility strategy, and has helped the company achieve significant and sustainable reductions in carbon emissions.
Meeting Company Goals with Document Management that is Smart and Green
Ricoh implemented a sustainability program that allowed the company to support its Green initiatives, developing a toner and cell phone recycling program as well as seeking solutions for reducing paper-based processes.
Environmental Benefits and Significant Savings for Southbank Institute of Technology
Ricoh helped the company address a multitude of operational, cost and environmental inefficiencies within its incumbent print device fleet and management practices, resulting in environmental benefits as well as cost savings.