The portal also provides users with self-service access to training, user guides, videos, guided tours, and more-it’s a complete solution.” Government employees can also get real-time status updates for their orders and incidents. Nathalie continues, “One example is device lifecycle services, which includes ordering, installation, moves, and renewals. With the portal, government employees can easily order services from the catalog.” “ServiceNow Customer Service Management made this simple. “As part of the contract, we needed to deliver a customer portal,” says Nathalie. Ricoh is now taking advantage of ServiceNow Customer Service Management, which was critical in Ricoh Canada securing a large government contract. Ricoh is adopting ServiceNow Customer Service Management to secure government contracts In fact, Ricoh says that ServiceNow has proven to be a complete game changer. This provides the professional services team with complete visibility of all its projects and the resources working on them. Since it has been integrated with Ricoh’s sales management platform, sales representatives now only need to complete one simple demand form. ServiceNow gives Ricoh’s professional services team one place to access and review all of its orders. That gives us something we can grow into as we continue our digitalization journey.” It’s a flexible platform where you can easily add new modules and capabilities. Nathalie Pougno, Director of Digital Transformation at Ricoh Canada continues, “It’s not just a project portfolio management tool. Having experienced multiple challenges and limitations with a well-known project management tool, Ricoh turned to ServiceNow Project Portfolio Management. Ricoh chose ServiceNow Project Portfolio Management to create complete project management visibility This affected staffing and made it difficult to track projects accurately. They also lacked a global view of resource utilization, which was handled internally by each department. The team didn’t have any visibility of upcoming customer orders, which had a direct impact on the scope of work. Ricoh’s professional services team required clear visibility into customer demand and resource utilizationĪs Ricoh’s business expanded, so did the challenges their professional services team experienced with demand and resource management. This was a driving force for the company’s decision to embark on a broad-reaching digital transformation strategy that would achieve efficiency, responsiveness, and a better customer experience through automation. To serve its customers and maintain its competitive advantage, Ricoh needs to deliver world-class customer service and project management. However, the company has built a significant services business around documentation, ranging from consulting and support through to complete managed services and platform hosting. Historically, Ricoh is best known as a leading manufacturer of printers and other office equipment. Ricoh supports its customers by managing and optimizing their information workflows through a wide range of workplace solutions and digital transformation services. Ricoh needs to deliver world-class customer service and project management to satisfy its customers and maintain its competitive edge
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |