Welcome!

News Feed Item

Front-line workers have the desire, but not always the means, to delight customers and drive revenue

New Ricoh-commissioned study by independent consulting firm reveals pervasive gap between customers' expectations and the experience employees can actually deliver

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customer-facing employees are simply too preoccupied trying to find the right information and hampered by working with outdated systems to deliver a personalized, human-to-human experience.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.

Contact:
John Greco
Ricoh Americas Corporation
(973) 882-2023
[email protected]

Jill Searl
Brodeur Partners
(603) 559-5824
[email protected]

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

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
I'm a lonely sensor. I spend all day telling the world how I'm feeling, but none of the other sensors seem to care. I want to be connected. I want to build relationships with other sensors to be more useful for my human. I want my human to understand that when my friends next door are too hot for a while, I'll soon be flaming. And when all my friends go outside without me, I may be left behind. Don't just log my data; use the relationship graph. In his session at @ThingsExpo, Ryan Boyd, Engi...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
Adobe is changing the world though digital experiences. Adobe helps customers develop and deliver high-impact experiences that differentiate brands, build loyalty, and drive revenue across every screen, including smartphones, computers, tablets and TVs. Adobe content solutions are used daily by millions of companies worldwide-from publishers and broadcasters, to enterprises, marketing agencies and household-name brands. Building on its established design leadership, Adobe enables customers not o...
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...
WebRTC adoption has generated a wave of creative uses of communications and collaboration through websites, sales apps, customer care and business applications. As WebRTC has become more mainstream it has evolved to use cases beyond the original peer-to-peer case, which has led to a repeating requirement for interoperability with existing infrastructures. In his session at @ThingsExpo, Graham Holt, Executive Vice President of Daitan Group, will cover implementation examples that have enabled ea...
Just over a week ago I received a long and loud sustained applause for a presentation I delivered at this year’s Cloud Expo in Santa Clara. I was extremely pleased with the turnout and had some very good conversations with many of the attendees. Over the next few days I had many more meaningful conversations and was not only happy with the results but also learned a few new things. Here is everything I learned in those three days distilled into three short points.
SYS-CON Events announced today that ReadyTalk, a leading provider of online conferencing and webinar services, has been named Vendor Presentation Sponsor 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. ReadyTalk delivers audio and web conferencing services that inspire collaboration and enable the Future of Work for today’s increasingly digital and mobile workforce. By combining intuitive, innovative tec...
Apache Hadoop is a key technology for gaining business insights from your Big Data, but the penetration into enterprises is shockingly low. In fact, Apache Hadoop and Big Data proponents recognize that this technology has not yet achieved its game-changing business potential. In his session at 19th Cloud Expo, John Mertic, director of program management for ODPi at The Linux Foundation, will explain why this is, how we can work together as an open data community to increase adoption, and the i...
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
Fifty billion connected devices and still no winning protocols standards. HTTP, WebSockets, MQTT, and CoAP seem to be leading in the IoT protocol race at the moment but many more protocols are getting introduced on a regular basis. Each protocol has its pros and cons depending on the nature of the communications. Does there really need to be only one protocol to rule them all? Of course not. In his session at @ThingsExpo, Chris Matthieu, co-founder and CTO of Octoblu, walk you through how Oct...
SYS-CON Events announced today that Tintri Inc., a leading producer of VM-aware storage (VAS) for virtualization and cloud environments, 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. Tintri VM-aware storage is the simplest for virtualized applications and cloud. Organizations including GE, Toyota, United Healthcare, NASA and 6 of the Fortune 15 have said “No to LUNs.” With Tintri they mana...
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
Businesses are struggling to manage the information flow and interactions between all of these new devices and things jumping on their network, and the apps and IT systems they control. The data businesses gather is only helpful if they can do something with it. In his session at @ThingsExpo, Chris Witeck, Principal Technology Strategist at Citrix, will discuss how different the impact of IoT will be for large businesses, expanding how IoT will allow large organizations to make their legacy ap...
24Notion is full-service global creative digital marketing, technology and lifestyle agency that combines strategic ideas with customized tactical execution. With a broad understand of the art of traditional marketing, new media, communications and social influence, 24Notion uniquely understands how to connect your brand strategy with the right consumer. 24Notion ranked #12 on Corporate Social Responsibility - Book of List.
Major trends and emerging technologies – from virtual reality and IoT, to Big Data and algorithms – are helping organizations innovate in the digital era. However, to create real business value, IT must think beyond the ‘what’ of digital transformation to the ‘how’ to harness emerging trends, innovation and disruption. Architecture is the key that underpins and ties all these efforts together. In the digital age, it’s important to invest in architecture, extend the enterprise footprint to the cl...