To address declining customer service response times, we assumed responsibility for AMETEK ESP's support center, answering calls under the ESP and SurgeX brands. Our RICOH Service Advantage staff performs triage on each situation and routes the issue to an appropriate person at the company using their existing ticketing system — resulting in a 40 percent reduction in overall technical response time to customer inquiries.
Ricoh also proposed leveraging the center to provide level two technical support. With this solution, the company could change the way it provided technical support—adding a direct interface to its equipment to instantly extract data from the device needing service, accurately diagnose the issue and help the customer solve its electrical problem.
Next, we proposed a distributed depot concept at our existing Georgia facility to offload warranty request fulfillment and put management of the program in Ricoh's hands. We would process inbound calls for warranty replacement products through the AMETEK ESP call center and use cloud-connected intelligent lockers to house product produced in bulk. As replacement requests come in, RICOH Service Advantage personnel pick, pack and ship items as a managed service for AMETEK ESP under a fixed fee arrangement and provide a monthly report of all warranty transactions to streamline tracking.