BLG operations are now running more efficiently than ever and the BLG Management team has a comprehensive understanding of all costs and tasks involved. Staff can focus on face-time and performance, ensuring better results for their clients.
“We have an entirely new way of doing things so it's difficult to put a specific number to cost savings," says Cranwell. “Ricoh is enabling us to do – and to offer our clients – so much more than before. We have new roles, like the Client Floor Coordinator who ensures we make the best use of our recently expanded client space, and the Concierge who delivers meals and other services to our in-house professionals. And I, personally, am able to focus more on the client-facing side of the operations."
With comprehensive tracking now available on all print and copy jobs, BLG is seeing an employee commitment to cost recovery and management has achieved the line-of-sight they were previously missing. “We can now see that we are typically running at about 99 percent accuracy in all operations – that means getting jobs done right the first time, error free," explains Cranwell. “From my experience we weren't anywhere near that prior to working with Ricoh. We are also 99 percent in turnaround time, which means we're meeting our SLA commitments."
With Ricoh handling all administrative staffing, BLG no longer faces personnel management challenges, such as recruitment, hiring, planned or unplanned leave, training and development. The changes have also positively impacted the customer experience at Borden Ladner Gervais. BLG clients have reported an increased level of satisfaction with the immaculately professional appearance, attitude and services rendered by the front-line administrative support team from the receptionists and concierges to the coordinators and mailroom staff.
“We're now able to take on work that we wouldn't have been able to handle using our own internal capacity," says Cranwell. “For example, we had a court case last year that required documents to be printed by media between two locations. It was an entire truck full of material. By leveraging the Ricoh Business Information Services Centre [Ricoh's off-site overflow facility in downtown Toronto], we saved ourselves the time in executing that entire job, thereby increasing our capacity to service more clients better."
“Working with Ricoh has been a great experience. Everything we set out to do, we achieved with Ricoh. Our client satisfaction is much greater, and I am completely convinced that the operations we have now are seamless."