Ricoh Canada, Inc is a leading provider of document solutions. Ricoh's fully integrated hardware and software products help businesses share information efficiently and effectively by enabling customers to control the input, management and output of documents.
Ricoh's 600 or so field service technicians used Blackberry devices with limited mobile capabilities and relied on phone calls to dispatchers to report issues, reschedule appointments and manage parts inventory. Service call scheduling was inefficient, some customer issues went unreported, and response and resolution times were not always accurately logged, impacting Ricoh's Service Level Agreements (SLAs) with its customers.
RunMobile architected a more robust, native Blackberry solution that dramatically improved functionality in the field and integrated to Ricoh's internal customer issue logging database. Technicians could now use their smartphones or Blackberry tablets to create and view customer issue logs, manage inventory and order parts, view open service calls and transfer and escalate calls as needed. Our solution even allowed technicians to create sales leads, driving new business for Ricoh. Field service managers were given a dashboard view into service call status to help efficiently distribute technician time and improve customer service.