Case Study: Ricoh achieves faster, smarter field service with Help Lightning

The Ricoh Way’— Innovation in Merged Reality Service Delivery

Ricoh, a global technology company transforming from a hardware-centric business to a service-led model, faced declining print volumes and the need to upskill its field workforce (3,400 U.S. technicians) for IT-focused service delivery. To support “The Ricoh Way” transformation and improve remote support, Ricoh partnered with Help Lightning and adopted Help Lightning’s merged reality SaaS app to enable interactive, expert-guided video collaboration between remote specialists and on-site technicians.

Help Lightning’s merged reality solution was integrated into Ricoh’s service workflow beginning in December 2018, growing from an initial 35 users to nearly 1,500 across business units. The deployment improved workforce management and first-time fix rates, cut technicians’ on-site next-tier handling to a 9–11 minute response time (a 20% decrease), sped job completion, and allowed Ricoh to scale training and subject-matter expert support—demonstrating measurable service and operational gains driven by Help Lightning.

Ricoh

Edward Krzysik

Director