Case Study: RICOH achieves high customer satisfaction and reduced service times with TeamViewer Augmented Reality remote support

Maintaining high customer satisfaction at Ricoh with TeamViewer remote support

RICOH, a nationwide provider of multifunction printers with 431 service stations and 4,600 engineers, set out to transform into a digital service company while maintaining high customer satisfaction. Facing an aging workforce, the loss of experienced technicians and a shortage of skilled labor, RICOH sought new IT solutions to sustain service quality and efficiency.

They deployed TeamViewer’s augmented reality and remote-access tools—using live video, AR markers and smart glasses to share on-site views and give precise, real-time instructions, plus remote desktop control for faster troubleshooting. With new procedures for camera use in customer sites, RICOH cut servicing times (averaging two hours nationwide and up to five hours in remote areas), improved first-time fixes and overall service quality.

Ricoh

Hiroshi Morohoshi

Japan Corporation Marketing Division