Ricoh Using Augmented Reality Platform for Remote Printer Servicing and More

The firm says that since first using TeamViewer in 2019, Ricoh has subsequently realized more and more use cases with TeamViewer’s solutions and is exploring more ways to simplify processes with it.

For technical product support, Ricoh Japan is using TeamViewer’s secure remote connectivity solution to remotely connect to customers’ computers. Support staff can remotely help clients set up connections between computers and printers and MFPs. Many issues that previously required a visit from an on-site technician, can now be solved remotely. As a result, the response time for service requests decreased by an average of two hours per case.

As the next step, Ricoh is working on embedding TeamViewer’s software directly into its printers and MFPs. This will enable clients, as well as the customer support staff, to access printers and MFPs directly, providing more advanced remote support to customers.

Training-on-the-Job: Providing Knowledge Transfer with Augmented Reality

TeamViewer notes that not all issues can be fixed remotely, and sometimes a visit by a technician is required. When working locally on a customer’s device such as a Ricoh printer or MFP, junior engineers can obtain AR-based remote support through TeamViewer’s solution Assist AR via smartphones and smart glasses, and solve the specific problem together with a remotely connected senior Ricoh engineer. The senior employee can share the view of the junior colleagues on-site (via the smart device’s camera) and enhance their field of vision with virtual instructions or markers.

This is said to enable Ricoh Japan to maintain customer satisfaction, even with less senior engineers. At the same time, the solution provides knowledge transfer between senior and junior engineers.

Switching to Remote Training: Reduced Travel Costs and Increased Attendance Rate

When it came to training for servicing printers, Ricoh employees from all over Japan used to gather in Tokyo or Osaka for training because of the equipment required. However, due to the pandemic, the company was required to change its training process.

Now, using TeamViewer’s remote connectivity solution, the participants are now able to remotely access and operate the training PCs and participate in the sessions from their offices or home. The benefit has been that travel costs have been reduced by more than ¥6 million ($51,000) in a year, and the participation rate in the training sessions increased due to easier access and less travel.

TeamViewer as a Partner for Digitalization of Processes

Fumiharu Suzuno at Ricoh Japan’s Technical Support Group explained that Ricoh is always looking for ways to strengthen its support, and that TeamViewer has greatly supported it in its digital transformation.