Case Study: Ricoh Italia achieves omni-channel service transformation and rapid ROI with Fortra's Automate RPA

RPA Transforms Ricoh Italia from Traditional Call Center to Omni-Channel Service Center

Ricoh Italia, a business solutions provider based in Vimodrone, faced a "perfect storm" after moving to a Siebel CRM: growing workloads, roughly 1,000 customer emails a day with 400 stuck in backlog, and call‑center agents lacking tools to fulfill requests efficiently. To address these challenges they partnered with B4 Value and Vincix Group and developed an RPA strategy using Automate from HelpSystems.

By transforming the call center into an omni‑channel service center and scaling from 3 to 20 Automate bots, Ricoh automated nearly 100% of structured emails and parses 25% of unstructured messages, freed agents to deliver value‑added services, and increased self‑service rates. The RPA rollout delivered positive ROI in under six months, boosted Net Promoter Score by 11 points (31 to 42), and improved order accuracy and operational efficiency.

Ricoh

Andrea Gombac

Director of Customer Service