Case Study: Ricoh achieves 40% reduction in system‑maintenance costs and faster customer service with Oracle Service Cloud

Ricoh Reduces Man-hours to Maintain Frequently-Asked-Questions Content, Cuts Overall System-Maintenance Costs by 40%, and Improves Customer Service

Ricoh Company, Ltd., a global imaging and solutions provider with more than 200 countries of operation, needed to consolidate multiple disparate FAQ and knowledge systems to ensure consistent, up-to-date content, reduce operating costs, and give sales and service teams quick, mobile access to customer and warranty information. Legacy systems forced manual HTML updates and duplicated content, driving high maintenance effort and increased call-center volume.

By migrating FAQs onto Oracle Service Cloud in 3.5 months, Ricoh created a centralized, easy-to-update knowledge base that cut overall system-maintenance costs by 40%, reduced FAQ items from over 10,000 to under 7,000, and eliminated duplicate maintenance work. The platform improved customer self-service, decreased call-center workload, and enabled sales reps and engineers to deliver faster responses on mobile devices, while supporting easier future global rollouts.

Ricoh

Eiji Shinohara

General Manager, Sales and Service Process Transformation Department