|By PR Newswire||
|January 8, 2014 09:30 AM EST||
MALVERN, Pa., Jan. 8, 2014 /PRNewswire/ -- Much has been said about the decline of customer service, but it's especially unfortunate when customer-facing employees desperately want to please – yet can't.
This appears to be the case for nearly 9 in 10 (89 percent) of customer-facing employees – e.g., bank clerks, call center operators, nurses, bank managers and shop supervisors – who in a new Thought Leadership Paper1 commissioned by Ricoh Company, Ltd., and conducted by Forrester Consulting, said there's a gap between the experience they can deliver and the experience the customer expects.
"We intuitively understood that less-than-optimal customer service experiences are often traceable to inferior business information workflows," said Yoshi Sasaki, General Manager, Business Services Center, Business Solutions Group, Ricoh Company, Ltd. "In many cases, customer-facing employees are simply too preoccupied trying to find the right information and hampered by working with outdated systems to deliver a personalized, human-to-human experience. We wanted to investigate the problem, and measure it, to help organizations better define and improve their customer service strategies."
The research found that customer-facing employees, who constitute more than half of the workforce, are critical for companies fighting to emerge from the recession. Unfortunately, gaps in supporting document processes waste time that could be spent personalizing the customer experience – a failure that imposes a significant opportunity cost on business.
In fact, nearly 1 in 4 managers (23 percent) said poor document services support was a major limitation slowing the effectiveness of customer-facing employees in their organizations. More than 1 in 4 managers (26 percent) cited poor information access as a major limitation.
Companies that invest in collaboration, instant messaging, mobile solutions and flexible workplaces make customer-facing workers more efficient and free up more time for them to provide the missing personalized service, according to the study. This assumes companies support these investments with the underlying document processes and systems required to maximize these types of technology.
But today, many workers are spending too much time on mundane tasks such as data entry and have trouble with a wide range of activities, including finding facts quickly, creating documents, editing, writing, processing information, solving complex exceptions, and leveraging mobile solutions, according to the study. "As a result, they are not actively engaged with their customers," it states. "It is by supporting these employees through improved document and process support that organizations will be in a stronger competitive and revenue-driving position."
Explaining the gap
At the heart of the problem is outdated technology that is often inferior to that used by the customers on the other end of the interaction.
More than one-third of managers (36 percent) said their organizations struggle to have the newest technologies, and more than 1 in 4 managers (27 percent) said there's a growing gap between their customers' use of technology and what their customer-facing workers are equipped with. Not surprisingly, information access suffers.
This research, detailed in a study called "The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker," is based on an online survey by Forrester of 250 global customer service strategy and operations decision-makers, as well as customer-facing individual contributors, between March 2013 and May 2013.
To download the study, mds.ricoh.com/thoughtleadership
About the Process Imperative
Ricoh's Process Imperative is an ongoing initiative to promote understanding of new document and information processing paradigms that help enterprises leverage the collective wisdom embodied in their organizations. This initiative will fund research and provide resources, like those found on this site, which combine Ricoh's document and information process expertise with that of industry visionaries, its partners and customers. The insights gained through this work help businesses transform their business processes to improve productivity and drive out cost by delivering the right information, at the right time, in the right form.
Ricoh is uniquely equipped to assist its customers execute a comprehensive strategy for document process improvement that helps reduce costs and potentially increase revenue through its Managed Document Services approach. To learn more about Ricoh's approach to Managed Document Services and for free information and guidance – including case studies, white papers and videos – visit Ricoh Global MDS (www.ricoh.com/mds).
| About Ricoh |
Ricoh is a global technology company specializing in office imaging equipment, production print solutions, document management systems and IT services. Headquartered in Tokyo, Ricoh Group operates in about 200 countries and regions. In the financial year ending March 2013, Ricoh Group had worldwide sales of 1,924 billion yen (approx. 20 billion USD).
The majority of the company's revenue comes from products, solutions and services that improve the interaction between people and information. Ricoh also produces award-winning digital cameras and specialized industrial products. It is known for the quality of its technology, the exceptional standard of its customer service and sustainability initiatives.
Under its corporate tagline, imagine. change. Ricoh helps companies transform the way they work and harness the collective imagination of their employees.
For further information, please visit www.ricoh.com/about/.
© 2014 Ricoh Americas Corporation. All rights reserved. All referenced product names are the trademarks of their respective companies.
Ricoh Americas Corporation
1 A Forrester Consulting Thought Leadership Paper Commissioned By Ricoh, "The New Workplace Reality: Enterprises Must Capture The Soul And Spirit Of The Emerging Worker", December 2013
SOURCE Ricoh Americas Corporation
Explosive growth in connected devices. Enormous amounts of data for collection and analysis. Critical use of data for split-second decision making and actionable information. All three are factors in making the Internet of Things a reality. Yet, any one factor would have an IT organization pondering its infrastructure strategy. How should your organization enhance its IT framework to enable an Internet of Things implementation? In his session at Internet of @ThingsExpo, James Kirkland, Chief Ar...
May. 28, 2015 02:00 PM EDT Reads: 4,820
The world is at a tipping point where the technology, the device and global adoption are converging to such a point that we will see an explosion of a world where smartphone devices not only allow us to talk to each other, but allow for communication between everything – serving as a central hub from which we control our world – MediaTek is at the heart of both driving this and allowing the markets to drive this reality forward themselves. The next wave of consumer gadgets is here – smart, con...
May. 28, 2015 02:00 PM EDT Reads: 566
Cloud Expo, Inc. has announced today that Andi Mann returns to DevOps Summit 2015 as Conference Chair. The 4th International DevOps Summit will take place on June 9-11, 2015, at the Javits Center in New York City. "DevOps is set to be one of the most profound disruptions to hit IT in decades," said Andi Mann. "It is a natural extension of cloud computing, and I have seen both firsthand and in independent research the fantastic results DevOps delivers. So I am excited to help the great team at ...
May. 28, 2015 02:00 PM EDT Reads: 1,654
Container technology is sending shock waves through the world of cloud computing. Heralded as the 'next big thing,' containers provide software owners a consistent way to package their software and dependencies while infrastructure operators benefit from a standard way to deploy and run them. Containers present new challenges for tracking usage due to their dynamic nature. They can also be deployed to bare metal, virtual machines and various cloud platforms. How do software owners track the usag...
May. 28, 2015 01:30 PM EDT Reads: 631
CA Technologies has announced it has signed a definitive agreement to acquire Rally Software Development Corp. for $19.50 per share, which equates to approximately $480 million, net of cash acquired. The transaction has been unanimously approved by both Boards of Directors, and is expected to close in the second quarter of CA’s fiscal 2016. Based in Boulder, CO, Rally has approximately 500 employees across four continents and FY 2015 sales of $88 million. “Software applications are changing the...
May. 28, 2015 01:04 PM EDT Reads: 306
The security devil is always in the details of the attack: the ones you've endured, the ones you prepare yourself to fend off, and the ones that, you fear, will catch you completely unaware and defenseless. The Internet of Things (IoT) is nothing if not an endless proliferation of details. It's the vision of a world in which continuous Internet connectivity and addressability is embedded into a growing range of human artifacts, into the natural world, and even into our smartphones, appliances, a...
May. 28, 2015 01:00 PM EDT Reads: 6,196
Enterprises are fast realizing the importance of integrating SaaS/Cloud applications, API and on-premises data and processes, to unleash hidden value. This webinar explores how managers can use a Microservice-centric approach to aggressively tackle the unexpected new integration challenges posed by proliferation of cloud, mobile, social and big data projects. Industry analyst and SOA expert Jason Bloomberg will strip away the hype from microservices, and clearly identify their advantages and d...
May. 28, 2015 12:30 PM EDT Reads: 1,483
The OpenStack cloud operating system includes Trove, a database abstraction layer. Rather than applications connecting directly to a specific type of database, they connect to Trove, which in turn connects to one or more specific databases. One target database is Postgres Plus Cloud Database, which includes its own RESTful API. Trove was originally developed around MySQL, whose interfaces are significantly less complicated than those of the Postgres cloud database. In his session at 16th Cloud...
May. 28, 2015 12:30 PM EDT Reads: 1,176
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, June 9-11, 2015, at the Javits Center in New York City. Learn what is going on, contribute to the discussions, and ensure that your enter...
May. 28, 2015 12:15 PM EDT Reads: 2,069
SYS-CON Events announced today that MetraTech, now part of Ericsson, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Ericsson is the driving force behind the Networked Society- a world leader in communications infrastructure, software and services. Some 40% of the world’s mobile traffic runs through networks Ericsson has supplied, serving more than 2.5 billion subscribers.
May. 28, 2015 12:00 PM EDT Reads: 1,394
Software Development Solution category in The 2015 American Business Awards, and will ultimately be a Gold, Silver, or Bronze Stevie® Award winner in the program. More than 3,300 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration. "We are honored to be recognized as a leader in the software development industry by the Stevie Awards judges," said Steve Brodie, CEO of Electric Cloud. "We introduced ElectricFlow and our Deploy app...
May. 28, 2015 12:00 PM EDT Reads: 1,746
What do a firewall and a fortress have in common? They are no longer strong enough to protect the valuables housed inside. Like the walls of an old fortress, the cracks in the firewall are allowing the bad guys to slip in - unannounced and unnoticed. By the time these thieves get in, the damage is already done and the network is already compromised. Intellectual property is easily slipped out the back door leaving no trace of forced entry. If we want to reign in on these cybercriminals, it's hig...
May. 28, 2015 12:00 PM EDT Reads: 4,218
The 4th International Internet of @ThingsExpo, co-located with the 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - announces that its Call for Papers is open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
May. 28, 2015 12:00 PM EDT Reads: 1,691
In their general session at 16th Cloud Expo, Michael Piccininni, Global Account Manager – Cloud SP at EMC Corporation, and Mike Dietze, Regional Director at Windstream Hosted Solutions, will review next generation cloud services, including the Windstream-EMC Tier Storage solutions, and discuss how to increase efficiencies, improve service delivery and enhance corporate cloud solution development. Speaker Bios Michael Piccininni is Global Account Manager – Cloud SP at EMC Corporation. He has b...
May. 28, 2015 11:30 AM EDT Reads: 1,186
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York City, NY. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption...
May. 28, 2015 11:30 AM EDT Reads: 613