Welcome!

News Feed Item

Are your customers happy? It depends who you ask

New Ricoh-commissioned global study by independent consulting firm finds disparity between managers' and employees' views of customer service capabilities

MALVERN, Pa., Feb. 13, 2014 /PRNewswire/ -- Every business strives to deliver a great customer experience, but how much room exists for improvement?    

Surprisingly, employees see more room for improvement in customer service capabilities than managers do, suggests a new Forrester Consulting Thought Leadership Paper[1] commissioned by Ricoh Company, Ltd. titled, "The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker.

By a factor of nearly three to one (43 percent to 17 percent), managers surveyed thought their organizations communicated well with customers through old and new channels such as text and email, whereas customer-facing employees, those on the front line dealing with customers first-hand, felt this was far from the case. At the same time, more than double the number of employees compared to their managers agreed that the businesses have older systems that require the customer to communicate in ways that they don't always want to. Both groups however do agree in one core area – they have a strong internal program to address multichannel communications – but aren't fully there yet.

"As Ricoh continues to investigate the business impact of document processes at the point of service, now is the perfect opportunity for every company to objectively re-evaluate the customer experience it's delivering and the possibility of improving it," said Yoshi Sasaki, General Manager, Business Services Center, Business Solutions Group, Ricoh Company, Ltd. "Good customer service people can either be empowered with more timely information or held back, which can negatively impact customer relations. This depends largely on how workers are supported in terms of systems and underlying information management processes. Customer-facing employees deserve information solutions that enable swift problem-solving on any communications channel – in person or via mobile, landline or Web."

According to the study, customer-facing workers stated they need "smarter solutions" that improve information capture, analytics, process management and information access. This assumes companies support these investments with the underlying document processes and systems. Customer-facing workers need "agile processes" that will give them the ability to handle exceptions in more flexible ways by having expert guidance, quick communication with experts and the ability to start new case processes.

Digging deeper
Why do customer-facing employees see more service shortcomings than their managers do? And how did this perception gap arise in the first place? "The answer may be that these communication issues fall through the cracks," the study states. "They do not result in exceptions, lost customers, or delayed orders – things that managers track – but they will degrade the customer experience over time. Not closing these gaps through improved document and process support may result in inefficient workers, high employee turnover, declining competitiveness, and lost revenue."

The disparity in the way employees and managers see customer-satisfaction capabilities builds on findings Ricoh announced last month from the same study. Nearly nine in 10 customer-facing employees (89 percent) – e.g. bank clerks, call center operators, nurses, bank managers and shop supervisors – said there's a gap between the experience they can deliver and the experience the customer expects.  

According to the study, customer-facing workers are obligated to use systems that require too much time on low-value tasks – time and energy that could be invested more directly in providing a richer customer experience. Still, there's hope for improvement.

"The quality of the customer experience can directly affect the performance of a business, and a positive customer experience requires empowering the people involved in it," said Sasaki. "We do this for Ricoh clients by mobilizing valuable business information from capture through transformation and management so that customer-facing employees can quickly and completely address their customers' needs."

The study 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, visit mds.ricoh.com/thoughtleadership.

About the Process Imperative
This research is part of Ricoh's Process Imperative, an ongoing initiative to promote understanding of new document and information processing paradigms that help enterprises leverage the collective wisdom embodied in their organizations. The Process Imperative 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
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes ho...
"We have several customers now running private clouds. They're not as large as they should be but it's getting there. The adoption challenge has been pretty simple. Look at the world today of virtualization vs cloud," stated Nara Rajagopalan, CEO of Accelerite, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
SYS-CON Events announced today that China Unicom 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. China United Network Communications Group Co. Ltd ("China Unicom") was officially established in 2009 on the basis of the merger of former China Netcom and former China Unicom. China Unicom mainly operates a full range of telecommunications services including mobile broadband (GSM, WCDMA, LTE F...
Video experiences should be unique and exciting! But that doesn’t mean you need to patch all the pieces yourself. Users demand rich and engaging experiences and new ways to connect with you. But creating robust video applications at scale can be complicated, time-consuming and expensive. In his session at @ThingsExpo, Zohar Babin, Vice President of Platform, Ecosystem and Community at Kaltura, will discuss how VPaaS enables you to move fast, creating scalable video experiences that reach your...
In his general session at 18th Cloud Expo, Lee Atchison, Principal Cloud Architect and Advocate at New Relic, discussed cloud as a ‘better data center’ and how it adds new capacity (faster) and improves application availability (redundancy). The cloud is a ‘Dynamic Tool for Dynamic Apps’ and resource allocation is an integral part of your application architecture, so use only the resources you need and allocate /de-allocate resources on the fly.
Is your aging software platform suffering from technical debt while the market changes and demands new solutions at a faster clip? It’s a bold move, but you might consider walking away from your core platform and starting fresh. ReadyTalk did exactly that. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, will discuss why and how ReadyTalk diverted from healthy revenue and over a decade of audio conferencing product development to start an innovati...
Complete Internet of Things (IoT) embedded device security is not just about the device but involves the entire product’s identity, data and control integrity, and services traversing the cloud. A device can no longer be looked at as an island; it is a part of a system. In fact, given the cross-domain interactions enabled by IoT it could be a part of many systems. Also, depending on where the device is deployed, for example, in the office building versus a factory floor or oil field, security ha...
“We're a global managed hosting provider. Our core customer set is a U.S.-based customer that is looking to go global,” explained Adam Rogers, Managing Director at ANEXIA, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
The vision of a connected smart home is becoming reality with the application of integrated wireless technologies in devices and appliances. The use of standardized and TCP/IP networked wireless technologies in line-powered and battery operated sensors and controls has led to the adoption of radios in the 2.4GHz band, including Wi-Fi, BT/BLE and 802.15.4 applied ZigBee and Thread. This is driving the need for robust wireless coexistence for multiple radios to ensure throughput performance and th...
SYS-CON Events announced today that Secure Channels 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. The bedrock of Secure Channels Technology is a uniquely modified and enhanced process based on superencipherment. Superencipherment is the process of encrypting an already encrypted message one or more times, either using the same or a different algorithm.
I’m going to cry tonight, long and hard. I’ll do so as I remember and mourn Jeremy Geelan. I knew Jeremy for almost 20 years, from the time he showed up one day at Cloud Expo’s headquarters in Bergen County, New Jersey, and went to work. The show wasn’t called Cloud Expo then, of course – it was still known as Java Edge, a pioneering event that grabbed developers, architects, and enterprise IT users alike for twice-yearly confabs. Jeremy didn’t have a job there, or even a job offer. He was s...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management solutions, helping companies worldwide activate their data to drive more value and business insight and to transform moder...