Case Study: Ricoh achieves faster field service and higher first-time fix rates with Help Lightning

Ricoh reduces time on site by 20% with Help Lightning

Ricoh, a global technology company, faced the challenge of transitioning its service model from hardware-centric to a more service-led approach. With print volumes declining, they needed to reshape their service teams to provide IT-related services and improve support for their technicians in the field. To address this, Ricoh partnered with Help Lightning and implemented its Merged Reality software-as-a-service solution.

The solution from Help Lightning combined two real-time video streams, allowing remote experts to visually guide on-site technicians. This streamlined the support process, connecting technicians with the right expert faster. The implementation resulted in a 20% reduction in response times for complex issues and increased first-time fix rates. Help Lightning's technology was widely adopted across Ricoh, with almost 1,500 employees using it to improve customer service, sales demonstrations, and remote administrative work.

Ricoh