Ricoh South Pacific is the leading provider of print solutions, electronic document management systems and business equipment in the Pacific Islands. They’ve traded for 20 years, delivering and maintaining their products across a number of countries – an international reach that is fantastic for business but used to pose a challenge for their operational technology. Ricoh South Pacific needed a single platform that could provide employees with visibility across different departments, along with a world class experience for their customers. After researching tools, Salesforce was identified as the best fit for the company. To implement this technology, they chose the Deloitte Digital Salesforce team, who had already familiarised themselves with Ricoh South Pacific’s specific requirements and challenges.
The project took just three months to complete from start to finish. First, Ricoh South Pacific’s existing systems needed to be migrated onto the Salesforce platform, to allow for an end-to-end view of current processes. Salesforce also had to be configured give a clear view of the client’s customers, often situated across diverse locations, while submitting and monitoring service requests. Deloitte Digital chose Salesforce Lightning for their client, a version of the platform that provides service management capability with intuitive customer service features. The platform could also be accessed across different devices, from iPads to iOS handsets, suiting both customers and technicians out in the field. Once the initial work was done, a sandbox version was tested on select users in parallel to the existing legacy system, and that early positive feedback propelled the official launch soon after.
I wanted to deal with people I could trust and from day one, Deloitte Digital has been refreshingly honest. By putting our interests first, the project was completed on time, within budget, and to a world-class standard.
Shiv Narayan | CEO | Ricoh South Pacific
The impact of the new platform has been significant for Ricoh South Pacific, with a 30% revenue growth year-on-year and the added capability to expand into new territories. Their operations run efficiently and as a result, customer satisfaction and employee satisfaction have increased by 20% and 37% respectively. Many users noted Salesforce’s intuitive dashboard, to the point where employees could get started without a formal training programme. Ricoh South Pacific have also been able to expand in ways other than growing their workforce, instead working smarter by making the most of the innovative technology to hand. Now, as the platform collects valuable data on their operations, Ricoh is looking ahead to building on their platform by branching into Salesforce capabilities in Artificial Intelligence and machine learning, further ensuring that their service is proactive, rather than reactive.