Case Study: Ricoh improves customer feedback and drives action with Clientshare Pulse

Ricoh improves customer feedback with 40-question surveys cut to 1-minute Pulse reviews using Clientshare

Ricoh Europe, a global technology company, sought a more effective way to gather honest and timely customer feedback to understand true client sentiment beyond standard contract KPIs. Their previous process involved a lengthy, complicated survey that resulted in poor response rates and difficulty translating feedback into meaningful action. They turned to Clientshare and its Pulse platform to address this challenge.

Clientshare implemented its Pulse platform, which provided shorter, more straightforward surveys that were easy for customers to complete. The solution was integrated into Ricoh's account management process, enabling them to send follow-up reviews with presentation slides and track agreed-upon actions. This allowed Ricoh to reach a wider stakeholder group, uncover the drivers of customer dissatisfaction, and build detailed service improvement plans. As a result, Clientshare helped Ricoh improve customer sentiment, strengthen relationships, and gain a clearer path forward based on direct feedback.

Ricoh