in correctly
connected machines
in SOC staff
productivity
in remote fixing of
both confirmed
and potential faults
in confirmed faults
in resolution time
in double
interventions
Improving performance and work quality in companies requires continuous analysis to evaluate areas where innovation is the solution to economic and operational needs. B4 Group met Ricoh Italy's demand for innovation, involving WebRatio from the early stages of assessment and benefit forecasting, recognizing the advantages of Low-Code in terms of development speed and agility.
The digital transformation of processes began with the After Sales phase at Ricoh Italy, using a solution for managing consumable orders for multifunction printers. Based on the achieved results, it was decided to extend process automation to the remote assistance and maintenance interventions management, and then to the Sales phase with a solution for offer configuration.
According to a survey conducted by B4 Group, the remote assistance request management system has yielded results such as a 14% increase in the productivity of the Service Operation Center (SOC) and a 27% reduction in duplicate interventions. The profound transformation in the company's processes is evidenced by the fact that the SOC has now evolved into the Digital Operation Center (DOC).
