For many of Ricoh’s customers, the work they do is mission critical and therefore so is the service that Ricoh provides. It must ensure reliability through regular product maintenance and be prepared to carry out fast and accurate repairs.
The combination of Service Cloud and Field Service Lightning support Ricoh to do both, and has contributed to game changing improvements in service and efficiency. These include less time spent on travel thanks to more efficient routing and faster resolution of jobs overall.
“The way that Salesforce has helped to transform the field experience is nothing short of awesome, especially considering the diverse environments in which we work,” said Narayan. "Salesforce Field Service Lightning is comprehensive in the way it addresses Field Service challenges in our industry. We did not need to heavily customise the Salesforce platform which drastically reduced our cost and time to MVP to our users - we did it in six weeks. Other tech platforms would require substantial customisation."
The adoption of Field Service Lightning has also been quick with employees finding that it is now easier to do their jobs. For instance, it helps managers optimise scheduling so that technicians have enough time to complete their first job before arriving on time to the next.
Technicians can then use the Field Service Lightning app to identify the quickest route between jobs and work more effectively on-site.This might involve collaborating in real-time with other technicians through Chatter to resolve a complex issue. All of this contributes to a better service experience for customers and helps Ricoh meet its competitive one-hour service level agreements (SLAs).