Ricoh UK Ltd
Engineer Communications
“It’s easy to use and saves me about 3 hours per communication!”
Cliff Wade, Ricoh UK Ltd
The challenge
Ricoh UK Ltd is one of the largest IT companies in the world and is a leading global manufacturer of office automation equipment. It employs over 74,000 people and operates in over 400 locations.
Ricoh needed a way to communicate with staff who are on the road, particularly their engineers who are based throughout the UK and not in one central location. They asked Rapide for a solution.
The solution
Rapide gave Ricoh the tools to communicate with their staff. They use a powerful combination of voice and text messages to communicate with their field based staff.
Ricoh use it to find out the current location of their staff, their estimated time of arrival at the next job and whether there are any delays due to traffic on the road, etc. This ultimately means they can inform their customers in advance and ensures Ricoh are providing good customer service.
The system is simple. With just one call Ricoh can set up a voice or text message. Rapide send the message straight out to the appropriate contacts. If for any reason, somebody does not receive the message, Rapide can report back to Ricoh.
Cliff Wade, Field Service Manager at Ricoh UK Ltd has a team of 18 engineers based around the Kent area. There are another 23 managers like him with teams of around 20 engineers each. He recommends the service to other organisations,
“I use both voice and text depending on the situation. If I need to get an immediate response I’ll send a text message but if I need to send something more detailed a voice message suits me better. In all it saves me about 3 hours per communication!.
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