Case Study: Ricoh maintains high customer satisfaction with TeamViewer remote support

Ricoh improves on-site support quality with TeamViewer augmented reality

Ricoh, a company specializing in office equipment like copiers and printers, faced a challenge in maintaining its high customer satisfaction due to a shortage of skilled service engineers caused by an aging workforce and new hiring trends. To ensure clients continued to receive expert on-site support, Ricoh needed an efficient system to augment the qualifications of its field engineers. They turned to TeamViewer for a solution.

TeamViewer implemented a remote support solution using cameras and augmented reality technology. This allows Ricoh's on-site engineers to share live video with expert staff back at the office, who can then provide precise instructions over real-time video calls. By using TeamViewer, Ricoh can now deliver more accurate and higher quality service to its customers, efficiently leveraging the expertise of its entire team.

Ricoh