RICOH Intelligent Support
Enhanced remote services
Ricoh products have been engineered with advanced self-diagnostic capabilities and secure communication protocols for seamless self-help and remote service and support — right out of the box.
This allows both you and our tenured Intelligent Support team to respond quickly, diagnose issues remotely, and initiate corrective measures in minutes – not hours or days — reducing disruptive on-site visits.
Manage your devices remotely
With RICOH Intelligent Support, we can remotely manage the status and usage of your networked devices so you can stay focused on more critical matters.
RICOH @Remote simplifies day-to-day device management and provides you with constant device health monitoring.
Eliminate manual repetitive tasks such as:
Submitting meter reads
Placing service calls
Remain up to date with the latest security patches and firmware
It’s critical to keep your multifunction printers up to date and secure with the latest firmware update.
Our automatic update functionality means this can be done quickly, easily and without the intervention of an on-site field engineer.
Advanced help function
When you’re using an MFP and get stuck, you need the answer quickly.
The function you’re using is automatically detected and relevant help is displayed on the device panel to get you up and running right away.
You can also scan a QR code to operate your device while following the help steps on your smart device.
Learn more about the help function.
Simplify troubleshooting with our extensive Knowledge Base
Sometimes seeing helps more than reading. Access our video library on the MFP’s Smart Operation Panel via the How-to Videos feature.
To troubleshoot issues even faster, the Web Help and User Guide features provide information about device functionality with easy-to-follow instructions to diagnose and resolve issues quickly.
Want to dive a little deeper? Web Help can also access the Ricoh Global Knowledge Base FAQ. It automatically displays help for the specific function you’re currently using.
Rapid diagnosis and resolution with remote customer support
Collaborative intelligent support
Ricoh’s partnership with Help Lightning offers proven AR-enabled collaboration tools specializing in remote assistance. This includes video collaboration services that enable our experts to work virtually side-by-side with anyone needing help — anywhere in the world!
Our cloud-based solution applies augmented reality features, including the merging of two video streams and the use of 3D annotation to improve real-time communications and solve difficult problems.
Ricoh field engineers use dedicated smart devices to check information on usage and parts for each customer.
In the event of an issue, your field engineer will assess the nature and cause of the malfunction before visiting your office so your issue can be resolved as quickly as possible.
Our team of field engineers draws on extensive experience and analyzes the big data we've gathered to provide you with a higher quality of support than ever before.
Minimize downtime during a printer fleet refresh
When transitioning to new MFPs, it’s important to migrate the settings from the older devices to the new ones. Traditionally, this process made the MFPs inaccessible, creating downtime for employees.
Enjoy a seamless transition to new models with our fast and easy process that imports your settings via encrypted data transfer.
Our people help yours do their jobs better, faster, and more securely. Let's talk!Get newsletterTalk to Ricoh