Case Study: Ricoh Australia achieves streamlined operations and a consistent customer experience with Nintex Promapp

Ricoh Australia Simplifies Processes and Improves Communication

Ricoh Australia, a Sydney‑based arm of the global technology company known for printers, projectors and IT services, faced growing pains after rapid expansion and acquisitions doubled its size. The company’s legacy, internally developed quality management system had become fragmented—procedures, processes and forms lived in different places with no clear owners—making it hard to keep content current, enforce reviews, and provide consistent, accessible guidance for staff working in the field.

Ricoh piloted and then rolled out Nintex Promapp to create a single, centrally managed source of process knowledge. Assigning subject‑matter experts as process owners, adding review dates and making procedures accessible to employees and customers delivered immediate benefits: streamlined compliance and operations, faster onboarding, clearer communication for field teams, a more consistent customer experience, and an ongoing loop of improvement as users and clients contribute feedback.

Ricoh Australia

Declan O’Reilly

Business Excellence Manager