Ricoh Canada

Case Study: Rogue Valley Veterans & Community Outreach

Learn how Ricoh provided Rogue Valley Veterans & Community Outreach the IT services they needed.

About Rogue Valley Veterans & Community Outreach

It’s a non-profit organization that provides essential and emergency services to low-income individuals and families in Jackson County, Oregon. 

“We’re actually paying less money for far superior service. Ricoh’s team is always there when we need them. And they understand and respect what we do, so they work diligently to resolve issues quickly.”

Samantha Brix

Executive Director

Rogue Valley Veterans & Community Outreach

ic-veteran-with-red-tulip

Challenge

For Rogue Valley Veterans & Community Outreach’s (RVVCO), every moment counts when it comes to helping people in dire situations. Yet, they weren’t getting that from their local IT services provider. Instead of prompt help, RVVCO received:

  • Response time for IT issues as high as three days.

  • Additional costs for dispatched techs.

  • Technicians that were randomly assigned, compromising speed and service quality.

  • Little to no access to the organization’s own servers.

Computer repairs were especially difficult. If a case couldn’t be solved over the phone, RVVCO had to ship the broken machine to the IT provider for repair.

Since RVVCO was quite happy with the Ricoh digital printers they leased from us, our conversations switched to other ways we could help them better serve the community.

Solution

After learning about their issues, we came in and worked with them to assess their entire network, including the 12 workstations and servers.

Ricoh’s Proactive Managed IT Services came up with a plan that included:

  • Remote, real-time backup.

  • Email encryption.

  • Email exchange server upgrade.

By collaborating closely with RVVCO, we were able to tailor solutions that met the needs of the organization’s employees and the people they serve.

Result

With our solutions in place, they now had a more reliable network and enhanced security to help protect sensitive information. We even helped them become better connected to the office by providing a way to check emails from home.

When an issue comes up, RVVCO can call the Ricoh Communications, Operations & Remote Engineering (CORE) Center 24/7. With it, they receive:

  • Connection with an actual technician.

  • Calls answered in 15 seconds; issues resolved in under 15 minutes.

  • Technicians dispatched to help a single user fix a network issue.

From there, our relationship continues to grow. We’re now developing a computer lab to help veterans with computer training, online employment research and more.

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