In a bid to embrace mobility while enhancing customer service, Ricoh Singapore has initiated a pilot productivity-enhancing programme that helps reduce the turnaround time for service jobs.
The programme is said to be a first for the company in Asia and consists of two integrated initiatives: Service Process Automation (SPA) and Service Adaptation, Utilisation N Assignment (SAUNA).
SPA and SAUNA to the rescue
The SPA initiative allows 80 of its service engineers in Singapore to always be connected via iPads preloaded with specially written application. This allows those engineers to check for part availability and place a part request in real-time while attending to the client's job request on-site.
Previously, parts are to be requested through facsimiles or Ricoh's Intranet, and communication between engineers and call centre was via SMS. Thus, SPA has reduced the hassle and paperwork involved to close the job, said Anthony Ong, Ricoh Singapore's service general manager. Since the programme went live last October, the turnaround time has decreased by up to 25 percent.
SAUNA, on the other hand, automates Ricoh's back-end administrative processes.
Ricoh's service engineers and call centre representatives used to be assigned a fixed set of customers, resulting in a highly unbalanced workload distribution. SAUNA addresses this by automatically assigning job requests to the nearest available engineer. Furthermore, processes and requests are also digitally compiled through the application, saving Ricoh's employees from tedious paperwork.
The programme is in line with the "Singapore government's Intelligent Nation 2015 strategy [that aims] to achieve greater productivity through technology" due to the current lack of manpower, said Ong.
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