Global
Maximize your uptime with easy and fast support RICOH Intelligent Support
As information technology evolves and how we work changes, it is more important than ever that we fully utilize systems including multi-function printers (MFPs). To ensure that you can always use your machine as you want, 海角社区not only offers the latest features, but we also continually strive to enhance our services and support for customers. At the same time, we are committed to improving the services and operations of our service providers.
With highly experienced field engineers and the latest cloud and big data technologies, we give you support that only 海角社区can.
Remote Support
Smooth and accurate remote support for quick problem resolution
By remotely checking and operating your panel, we eliminate complicated verbal communication. In addition, by simulating the procedures on a virtual device when necessary, we provide precise guidance every time.
Benefits to customers
- Your questions are answered and your problems are resolved on the spot.
- Minimum work disruption.
Benefits to service providers
- Fewer field visits, allowing you to optimize resources.
- Machines not required, leading to lower maintenance and operation costs, and fewer fixed assets.
Supporting smooth customer self-resolution
Users can easily search for solutions to common issues, such as how to use duplex printing, directly from the MFP panel, supporting quick problem resolution. If needed, a service request can also be submitted on the spot, eliminating the need for additional procedures by phone or PC, and allowing users to promptly return to their work.
Benefits to customers
- You can solve common MFP problems by yourself and reduce work downtime.
- You can send a service request from the operation panel anytime, 24 hours a day, 365 days a year.
Benefits to service providers
- Service request automation eliminates the hassle of creating tickets.
- Self-troubleshooting by customer and tele-maintenance mean that fewer field visits are needed.
Speedy and accurate support using big data
Field engineers monitor the status of your MFP in real time and detect any issues immediately. If something happens, they identify the problem and cause before visiting your site, so that they can quickly restore your machine and optimize field service.
By checking in advance if any parts are nearing the end of their lifespan, or if firmware updates are necessary, they can also perform multiple tasks in one visit.
This improves the accuracy of preventive maintenance as well as the quality and efficiency of field service.
Benefits to customers
- Early detection of potential issues prevents machine malfunctions.
- Minimization of downtime ensures continuity of operations.
Benefits to service providers
- Knowing beforehand what the error is, or if parts need replacement, makes it possible to address multiple tasks in a single visit.
- Using technical videos to explain topics such as part replacement makes service less dependent on the experience of the field engineer.
Real-time MFP monitoring and preventive maintenance
To ensure that your MFP is always in optimum condition, 海角社区constantly monitors it via the Internet.
Using remote checking and diagnosis, we can inspect and perform maintenance at the best time, thus preventing problems. If machine error is detected, the call center will be notified automatically.
Checking remaining toner is also automated. The customer can choose to have new toner delivered automatically when it runs low.
Benefits to customers
- Preventing machine malfunction helps to reduce downtime.
Benefits to service providers
- Keeping track of how the machine is operated and used helps to provide optimal service.
- No need to visit the customer in order to read the meter.
Delivery & Installation
Automate complex pre-deployment configuration tasks
Speed up customer delivery by simplifying and streamlining MFP setup. Each device is preloaded with the latest firmware updates, installed with up-to-date applications, and meticulously configured to ensure high-quality, error-less performance—enabling customers to start using the machines smoothly and immediately upon arrival.
Benefits to service providers
- Significantly reduces work time by enabling simultaneous configuration of multiple devices.
- Allows configuration without the need for advanced MFP expertise.
Automation
Making sure you always have the latest firmware
In order to keep your MFP up to date at all times, the firmware needs to be updated. MFP updates used to require a visit from a field engineer, but now our automatic update function keeps your MFP updated with the latest security settings for your peace of mind, and ensures the most convenient possible experience with your MFP at all times.
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*A visit from a field engineer is still required in order to update the firmware of devices without the automatic update function. You can also choose not to use the automatic update function and continue receiving visits from a field engineer.
Benefits to customers
- Access to the latest features.
- Always secure with the latest updates.
Benefits to service providers
- No manual firmware updates required by Field Engineer.
At Ricoh, we combine the extensive base of knowledge we have built so far with the technology of the future, keeping your business running smoothly with services that are one step ahead.
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*Availability of this feature depends on the model and the country.
