|By PR Newswire||
|January 8, 2014 09:30 AM EST||
MALVERN, Pa., Jan. 8, 2014 /PRNewswire/ -- Much has been said about the decline of customer service, but it's especially unfortunate when customer-facing employees desperately want to please – yet can't.
This appears to be the case for nearly 9 in 10 (89 percent) of customer-facing employees – e.g., bank clerks, call center operators, nurses, bank managers and shop supervisors – who in a new Thought Leadership Paper1 commissioned by Ricoh Company, Ltd., and conducted by Forrester Consulting, said there's a gap between the experience they can deliver and the experience the customer expects.
"We intuitively understood that less-than-optimal customer service experiences are often traceable to inferior business information workflows," said Yoshi Sasaki, General Manager, Business Services Center, Business Solutions Group, Ricoh Company, Ltd. "In many cases, customer-facing employees are simply too preoccupied trying to find the right information and hampered by working with outdated systems to deliver a personalized, human-to-human experience. We wanted to investigate the problem, and measure it, to help organizations better define and improve their customer service strategies."
The research found that customer-facing employees, who constitute more than half of the workforce, are critical for companies fighting to emerge from the recession. Unfortunately, gaps in supporting document processes waste time that could be spent personalizing the customer experience – a failure that imposes a significant opportunity cost on business.
In fact, nearly 1 in 4 managers (23 percent) said poor document services support was a major limitation slowing the effectiveness of customer-facing employees in their organizations. More than 1 in 4 managers (26 percent) cited poor information access as a major limitation.
Companies that invest in collaboration, instant messaging, mobile solutions and flexible workplaces make customer-facing workers more efficient and free up more time for them to provide the missing personalized service, according to the study. This assumes companies support these investments with the underlying document processes and systems required to maximize these types of technology.
But today, many workers are spending too much time on mundane tasks such as data entry and have trouble with a wide range of activities, including finding facts quickly, creating documents, editing, writing, processing information, solving complex exceptions, and leveraging mobile solutions, according to the study. "As a result, they are not actively engaged with their customers," it states. "It is by supporting these employees through improved document and process support that organizations will be in a stronger competitive and revenue-driving position."
Explaining the gap
At the heart of the problem is outdated technology that is often inferior to that used by the customers on the other end of the interaction.
More than one-third of managers (36 percent) said their organizations struggle to have the newest technologies, and more than 1 in 4 managers (27 percent) said there's a growing gap between their customers' use of technology and what their customer-facing workers are equipped with. Not surprisingly, information access suffers.
This research, detailed in a study called "The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker," is based on an online survey by Forrester of 250 global customer service strategy and operations decision-makers, as well as customer-facing individual contributors, between March 2013 and May 2013.
To download the study, mds.ricoh.com/thoughtleadership
About the Process Imperative
Ricoh's Process Imperative is an ongoing initiative to promote understanding of new document and information processing paradigms that help enterprises leverage the collective wisdom embodied in their organizations. This initiative will fund research and provide resources, like those found on this site, which combine Ricoh's document and information process expertise with that of industry visionaries, its partners and customers. The insights gained through this work help businesses transform their business processes to improve productivity and drive out cost by delivering the right information, at the right time, in the right form.
Ricoh is uniquely equipped to assist its customers execute a comprehensive strategy for document process improvement that helps reduce costs and potentially increase revenue through its Managed Document Services approach. To learn more about Ricoh's approach to Managed Document Services and for free information and guidance – including case studies, white papers and videos – visit Ricoh Global MDS (www.ricoh.com/mds).
| About Ricoh |
Ricoh is a global technology company specializing in office imaging equipment, production print solutions, document management systems and IT services. Headquartered in Tokyo, Ricoh Group operates in about 200 countries and regions. In the financial year ending March 2013, Ricoh Group had worldwide sales of 1,924 billion yen (approx. 20 billion USD).
The majority of the company's revenue comes from products, solutions and services that improve the interaction between people and information. Ricoh also produces award-winning digital cameras and specialized industrial products. It is known for the quality of its technology, the exceptional standard of its customer service and sustainability initiatives.
Under its corporate tagline, imagine. change. Ricoh helps companies transform the way they work and harness the collective imagination of their employees.
For further information, please visit www.ricoh.com/about/.
© 2014 Ricoh Americas Corporation. All rights reserved. All referenced product names are the trademarks of their respective companies.
Ricoh Americas Corporation
1 A Forrester Consulting Thought Leadership Paper Commissioned By Ricoh, "The New Workplace Reality: Enterprises Must Capture The Soul And Spirit Of The Emerging Worker", December 2013
SOURCE Ricoh Americas Corporation
Developing software for the Internet of Things (IoT) comes with its own set of challenges. Security, privacy, and unified standards are a few key issues. In addition, each IoT product is comprised of (at least) three separate application components: the software embedded in the device, the back-end service, and the mobile application for the end user’s controls. Each component is developed by a different team, using different technologies and practices, and deployed to a different stack/target –...
Aug. 31, 2016 05:15 PM EDT Reads: 261
SYS-CON Events announced today that Hitrons Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Hitrons Solutions Inc. is distributor in the North American market for unique products and services of small and medium-size businesses, including cloud services and solutions, SEO marketing platforms, and mobile applications.
Aug. 31, 2016 05:00 PM EDT Reads: 871
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
Aug. 31, 2016 04:45 PM EDT Reads: 3,838
SYS-CON Events announced today that Numerex Corp, a leading provider of managed enterprise solutions enabling the Internet of Things (IoT), will exhibit at the 19th International Cloud Expo | @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Numerex Corp. (NASDAQ:NMRX) is a leading provider of managed enterprise solutions enabling the Internet of Things (IoT). The Company's solutions produce new revenue streams or create operating...
Aug. 31, 2016 04:39 PM EDT Reads: 161
Enterprises have forever faced challenges surrounding the sharing of their intellectual property. Emerging cloud adoption has made it more compelling for enterprises to digitize their content, making them available over a wide variety of devices across the Internet. In his session at 19th Cloud Expo, Santosh Ahuja, Director of Architecture at Impiger Technologies, will introduce various mechanisms provided by cloud service providers today to manage and share digital content in a secure manner....
Aug. 31, 2016 04:15 PM EDT Reads: 973
We are always online. We access our data, our finances, work, and various services on the Internet. But we live in a congested world of information in which the roads were built two decades ago. The quest for better, faster Internet routing has been around for a decade, but nobody solved this problem. We’ve seen band aid approaches like CDNs that attack a niche's slice of static content part of the Internet, but that’s it. It does not address the dynamic services-based Internet of today. It doe...
Aug. 31, 2016 04:12 PM EDT Reads: 210
As the world moves toward more DevOps and Microservices, application deployment to the cloud ought to become a lot simpler. The Microservices architecture, which is the basis of many new age distributed systems such as OpenStack, NetFlix and so on, is at the heart of Cloud Foundry - a complete developer-oriented Platform as a Service (PaaS) that is IaaS agnostic and supports vCloud, OpenStack and AWS. Serverless computing is revolutionizing computing. In his session at 19th Cloud Expo, Raghav...
Aug. 31, 2016 04:00 PM EDT Reads: 1,124
While DevOps promises a better and tighter integration among an organization’s development and operation teams and transforms an application life cycle into a continual deployment, Chef and Azure together provides a speedy, cost-effective and highly scalable vehicle for realizing the business values of this transformation. In his session at @DevOpsSummit at 19th Cloud Expo, Yung Chou, a Technology Evangelist at Microsoft, will present a unique opportunity to witness how Chef and Azure work tog...
Aug. 31, 2016 03:29 PM EDT Reads: 186
As cloud adoption continues to transform business, today’s global enterprises are challenged with managing a growing amount of information living outside of the data center. The rapid adoption of IoT and increasingly mobile workforce are exacerbating the problem. Ensuring secure data sharing and efficient backup poses capacity and bandwidth considerations as well as policy and regulatory compliance issues.
Aug. 31, 2016 03:15 PM EDT Reads: 310
Why do your mobile transformations need to happen today? Mobile is the strategy that enterprise transformation centers on to drive customer engagement. In his general session at @ThingsExpo, Roger Woods, Director, Mobile Product & Strategy – Adobe Marketing Cloud, covered key IoT and mobile trends that are forcing mobile transformation, key components of a solid mobile strategy and explored how brands are effectively driving mobile change throughout the enterprise.
Aug. 31, 2016 03:00 PM EDT Reads: 788
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Aug. 31, 2016 02:30 PM EDT Reads: 2,098
The Internet of Things can drive efficiency for airlines and airports. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Sudip Majumder, senior director of development at Oracle, will discuss the technical details of the connected airline baggage and related social media solutions. These IoT applications will enhance travelers' journey experience and drive efficiency for the airlines and the airports. The session will include a working demo and a technical d...
Aug. 31, 2016 02:03 PM EDT Reads: 217
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Aug. 31, 2016 02:00 PM EDT Reads: 3,282
Between the mockups and specs produced by analysts, and resulting applications built by developers, there exists a gulf where projects fail, costs spiral, and applications disappoint. Methodologies like Agile attempt to address this with intensified communication, with partial success but many limitations. In his session at @DevOpsSummit at 19th Cloud Expo, Charles Kendrick, CTO at Isomorphic Software, will present a revolutionary model enabled by new technologies. Learn how business and deve...
Aug. 31, 2016 12:26 PM EDT Reads: 173
SYS-CON Events announced today that eCube Systems, a leading provider of middleware modernization, integration, and management solutions, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. eCube Systems offers a family of middleware evolution products and services that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. ...
Aug. 31, 2016 11:15 AM EDT Reads: 927