2019 Winner Profile

Ricoh USA

Project Description:
The system delivers a hands-free way for field technicians to connect directly and immediately with cloud-hosted knowledge repositories and subject matter experts (SMEs), helping to improve first-time fix rate and customer satisfaction. A voice-controlled, head-mounted device provides knowledgebase access as well as a real-time view of technology issues for remote SMEs, leaving the field technician's hands free to work as the troubleshooting happens. With 4,500 field technicians helping to troubleshoot across 300 product lines, Hands Free promotes technology uptime and decreases the need for multiple site visits, driving up first-time fix rate by 20% and driving down median time to repair.
Business Goal:
Customer Experience
CIO:
Kris Rao
CEO:
Joji Tokunaga
Headquarters:
Malvern, PA
Industry:
Manufacturing
Website:
https://www.ricoh-usa.com/en
View All 2019 Winners »