Case Study: Ricoh Americas Corporation achieves world‑class one‑hour service SLAs and 6‑week Field Service rollout with Salesforce

Ricoh delivers world-class service across the South Pacific

Ricoh South Pacific delivers printing and IT services across remote island nations (Samoa, Solomon Islands, Tonga, Vanuatu) to government, NGO and private customers, but faced challenges from dispersed teams, intermittent connectivity and a fragmented tech stack of up to eight apps that left account managers and field technicians without a clear, unified view of customers or fast repair workflows.

By standardizing on Sales Cloud, Service Cloud, Field Service Lightning and Tableau CRM (rolled out in six weeks with minimal customization), Ricoh gained one platform for scheduling, routing, proactive maintenance and real‑time collaboration. The result: faster, more efficient repairs that meet one‑hour SLAs, improved reporting and territory insights, higher adoption, an NPS jump from 7 to 9.6, and stronger sales and scalability.

Ricoh Americas Corporation

Shiv Narayan

Chief Executive Officer