Ricoh Launches Service Advantage

Ricoh USA Inc. has announced a substantial addition to its services suite, RICOH Service Advantage, which offers businesses access to Ricoh's global network of highly skilled and certified services employees. This new program empowers businesses to work smarter by capitalizing on business growth opportunities, driving new revenues and profits, and delivering consistent customer experiences by providing these highly qualified resources as an extension of customers' operations teams. It helps businesses bridge the gaps in device life cycle management with "cradle-to-cradle" services related to distribution, installation, maintenance, training and physical asset retirement.

Service Advantage encompasses Ricoh's core strengths, including its service professionals, services portfolio and training programs to help businesses accelerate growth in currently served markets, as well as new ones. Whether a business needs help scaling up to improve customer experiences, growing its top line to the next level or gaining expert assistance in managing IoT device life cycles through market expansion, Ricoh is well suited to help. Its service professionals, with proven experience in service and manufacturing, account for nearly one-fourth of Ricoh's global presence in 190 countries and territories.

"Service Advantage leverages our capabilities to enable a significant competitive advantage for our customers around the world," said Glen Mandernacht, senior vice president of Service Advantage, Ricoh USA Inc. "Creating and executing superior, repeatable service strategies is a part of our foundation at Ricoh. Service Advantage is a formalized outgrowth of that corporate philosophy and is already delivering measurable business outcomes to our valued customers. Our mission is simple: We are here to help businesses accelerate their core strengths."

Service Advantage provides a stable, scalable and flexible service support infrastructure for companies of all sizes and stages of growth, enabling companies to focus on innovation while Ricoh manages the execution of the customer experience in the field. As an example, Starship Technologies, a robotics and last-mile delivery organization founded in Estonia by Skype's two co-creators, is among the new organizations to leverage Ricoh Service Advantage expertise to help their business grow into new markets.

The Service Advantage program can accelerate a company's business growth by expanding existing service offerings, opening up new markets and providing support at multiple points on the value chain. New markets bring with them new regulations to navigate, new service and support organizations to build or expand, and new distribution models. Ricoh can provide the infrastructure supporting a customer's move into new markets or expansion in existing markets as seen with Apex Supply Chain Technologies.

"Our intelligent locker solutions are well established and growing," said Kent Savage, CEO, Apex Supply Chain Technologies. "By partnering with Ricoh, we gained the additional services and support channels needed, helping to further expand throughout global markets."

No matter the size of the organization, Ricoh's service expertise enables companies to better serve existing and new customer bases. Ricoh's global presence helps ensure a consistently high level of customer service both in currently served markets as well as new ones. Ametek can attest to this commitment.

"Our customers rely on our products and we are committed to delivering them in the highest quality," said Dave Perrotta, business manager, AMETEK ESP Inc. "However, no matter how much work you put into your product, users are still going to need technical support to help make sure they get the most out them. That's why we wanted our users to have the absolute best tech support possible and, for that, we turned to Ricoh. Now, response times have decreased significantly – urgent call response time has been halved – and our customers are getting the results they want faster and easier than ever."

Another example of this commitment is when the global safety science organization Underwriters Laboratories (UL) wanted to expand its additive manufacturing training certification program, it turned to Ricoh. By working together, Ricoh and UL were able to bring UL's messaging and training to a much broader audience, helping further grow UL's brand footprint as well as understanding of the relatively new additive manufacturing industry.

Ricoh's Service Advantage program and its global presence helps ensure a consistent customer experience, thus improving customer service.

In other news, Ricoh USA Inc. has announced the latest in a series of sustainability milestones, including a new solar array that will power its West Caldwell, New Jersey, office facility. The array, which is set to provide for more than half of the facility's electrical needs, literally represents the power of Ricoh's ongoing sustainability efforts. This is the latest example of Ricoh's environmental consciousness and measurable progress in sustainability efforts.

The solar array project began in March 2014, through collaborative work with EnterSolar, a leading New York City-based provider of solar solutions to commercial enterprises. Now live, the array is expected to generate more than 790,000 kilowatt-hours per year, providing more than 50 percent of the facility's electrical needs. That translates to approximately 1.3 million miles driven by an average passenger vehicle, 555 fewer metric tons of CO2 produced per year and $1.9 million in energy savings over the next 10 years. The array itself is roughly 1.3 times the size of a football field.

"Concern for the environment is in Ricoh's DNA," said Donna Venable, executive vice president of human resources and deputy general manager of shared services, Ricoh Americas. "It's core to our corporate identity. Since Ricoh established its Environmental Promotion Group more than 40 years ago, we have worked hard to foster sustainability from the top down and the bottom up. It's what drove us to undertake this solar array project, it's what drives our emissions reductions as a global company and it's what drives our individual employees to do their part in fostering sustainability through corporate and external programs."

In fact, the West Caldwell facility itself has a strong sustainability history. The building has achieved ENERGY STAR certification for three years in a row and its on-site Biodiversity-Pollinator Garden achieved Conservation Certification from the Wildlife Habitat Council.

In addition to these achievements, Ricoh has recently marked several major environmental sustainability milestones, including:

  • Being named ENERGY STAR Partner of the Year for the second year in a row
  • Committing to using a minimum of 30 percent renewable energy by 2030 and 100 percent by 2050, as announced by Ricoh Co. Ltd. on April 21, 2017
  • Becoming the first Japanese company to join the RE100, a collaborative, global initiative of influential businesses committed to 100-percent renewable electricity, working to massively increase demand for - and delivery of - renewable energy
  • Since 2014: Reducing energy consumption by 6.3 percent; slashing CO2 emissions by 7 percent; increasing CO2 reduction contribution by 14.7 percent
  • Earning the Coalition for Government Procurement's Green Excellence in Partnership award
  • Featured in the FTSE4Good Index for 13 years running

Ricoh has been a dedicated advocate in support of a more sustainable society for decades, having formalized this position with the establishment of its Environmental Promotion Group in 1976.

Ricoh has strived to achieve balance between planet (the environment), people (society) and profit (economic activities). To achieve this, the Ricoh Group plans and pursues actions to reduce the environmental impact on the planet caused by resource extraction, energy use and the release of chemicals. In addition to protecting these valuable natural resources, Ricoh works to foster and preserve biodiversity.

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