Ricoh Case Study
ShoreTel provides Ricoh with the most cost-effective option for Unified Communications and Contact Centre.
ShoreTel the ideal solution for expanding operation
Ricoh Singapore Pte Ltd (‘Ricoh’) was established to service the office automation, printing and imaging needs of Singapore businesses. A fully-owned subsidiary of the Japanese-based multinational corporation, Ricoh has more recently extended its business to incorporate a broader set of systems integration and managed services offerings. To meet customer demand for unified communications, Ricoh Singapore joined ShoreTel’s Champion Partner Program in early 2014.
Cost, usability and flexibility
Three years ago, after the company moved into a new office, Ricoh began to research new telephony and contact centre solutions. While Ricoh made the decision to keep its existing PBX when the company relocated, that legacy system would eventually be unable to keep pace with the rapid expansion of Ricoh’s business.
Ricoh determined that IP telephony was the most cost-effective option over the system’s operation, and shortlisted IP solutions from Avaya, Cisco, ShoreTel and Toshiba for further consideration. In addition to low total cost of ownership (TCO), Ricoh was looking for a solution that was userfriendly, easy to manage, and had the flexibility and scalability to meet future business expansion, particularly for Ricoh’s contact centre.
Ricoh’s contact centre currently comprises 13 agents and two supervisors taking in-bound calls and assigning and dispatching service teams onsite to deal with client support tickets. The contact centre fields between 300-500 in-bound calls per day and the operation is expected to more than double in size in the near future.
“We have a service centre in Singapore and we needed to have a more user-friendly and costeffective solution to cater for expansion and also refreshes of our environment,” said Lawrence Chua, Head, Managed IT Services Division, Ricoh Singapore. ShoreTel was the only vendor that met all of Ricoh’s key evaluation criteria, in addition to two other important benefits.
“As a ShoreTel partner over the past year, we have got to know the technology and were confident in being able to manage the solution ourselves,” says Chua. “ShoreTel has a very good contact centre solution. Also, we have a lot of people moving around who need to be contactable, so ShoreTel Mobility was a key feature of the solution.”
With the opportunity to utilise Voice over IP (VoIP), Drake calculated a return on investment (ROI) within 14 months for ShoreTel’s unified communications solution. In the end the business case came down to cost.
Deployment in a month
Ricoh completed the deployment project in two phases over a four-week period from December 2014 to January 2015. The first phase involved configuration and set up of the devices and equipment, and in the second phase the ShoreTel solution and handsets were deployed in parallel to the existing phone system. Once fully operational,Ricoh cut over to ShoreTel on a weekend and staff were using the new handsets on Monday morning.
“WE HAVE CALCULATED WE ARE ON TRACK TO ACHIEVE A RETURN ON INVESTMENT FOR OUR SHORETEL DEPLOYMENT IN UNDER THREE YEARS.”
Lawrence Chua, Head,
Managed IT Services Division, Ricoh Singapore
Ricoh installed handsets into its main office in Singapore and also at its warehouse facility nearby. ShoreTel conference phones have been installed in its meeting rooms and warehouse staff are taking advantage of ShoreTel’s cordless DECT handsets. ShoreTel Mobility is extending full UC functionality to Ricoh employees’ smartphones and tablets, using the available cellular or Wi-Fi networks for staff out of the office or on-site with their clients.
The contact centre design was completed with the support of ShoreTel’s own specialists. That included configuring the contact centre workflows, the voice recording set up, and customer service call handling rules and routing.
“SHORETEL VOICE RECORDING IS VERY USER-FRIENDLY AND IT’S VERY EASY TO SEARCH FOR AND REVIEW ANY CALL RECEIVED THROUGH THE SERVICE CENTRE.”
Ms Lay Hoon Toh,
Call Centre Manager, Ricoh Singapore
ROI in under three years; productivity benefits immediately
The improvement in communication and collaboration amongst staff has been the most immediate benefit for Ricoh since the implementation of ShoreTel.
“It used to be a major hassle to maintain the contact list for our internal staff in a spreadsheet. ShoreTel provides us with a contact directory, and instant messaging has come in handy for all our users, speeding up conversations,” says Nelson Leong, Deputy Senior Manager, Service Delivery, Ricoh Singapore.
Leong also highlights ShoreTel’s ease of administration as a key benefit, with Ricoh able to manage most of the platform in-house. Where there are current gaps in knowledge (primarilywith ShoreTel’s contact centre functionality) ShoreTel and Ricoh engage in knowledge transfer as part of the support process.
“WE ARE PROPOSING SHORETEL AS THE IP TELEPHONY MODEL FOR RICOH’S ENTIRE ASIAPACIFIC REGION.”
Lawrence Chua, Head,
Managed IT Services Division, Ricoh Singapore
“We have calculated we are on track to achieve a return on investment for our ShoreTel deployment in under three years,” states Chua.
Exceeding contact centre KPIs and client expectations
From a service centre perspective, Ricoh manages three client ‘hot’ lines with different KPIs for each number, providing target percentages for calls to be answered within 20 seconds.
“We are using ShoreTel to manage and monitor the contact centre performance. ShoreTel generates reports that are enabling me to easily manage the efficiency and capacity of the service centre, that in turn is making it very easy to manage my KPIs,” says Ms Toh Lay Hoon, Call Centre Manager, Ricoh Singapore.
After setting up jobs in the dispatch system, service centre agents are able to use the instant messaging features within ShoreTel Communicator to assign engineers directly with the job number and for the engineers to respond and accept immediately.
ShoreTel’s voice recording system is used for all calls to the service centre, which Ricoh uses for coaching and training, and also for any internal investigation or resolution of client issues.
“ShoreTel voice recording is very user-friendly and it’s very easy to search for and review any call received through the service centre,” remarks Toh.
Ricoh already looking to the future
Apart from an expected expansion in the size of its service centre, Ricoh already has plans to extend the functionality of the ShoreTel Contact Centre solution with CRM integration, so clients can be identified and customer details provided to agents to speed up the call handling time. It will also enable Ricoh to more efficiently assign service jobs and investigate any service issues.
For the broader organisation, ShoreTel provides an important platform to support the continued expansion of Ricoh’s Singapore business, and there is also interest from other Ricoh regional operations. “We are proposing ShoreTel as the IP telephony model for Ricoh’s entire Asia-Pacific region,” concludes Chua.
Ricoh Singapore had an ageing PBX that was not effectively supporting the expansion of the company’s business and customer service operations.
Ricoh implemented a ShoreTel Unified Communications solution for 430 staff and a ShoreTel Contact Center solution for its 15-agent service centre, with expectations that both solutions will readily scale to support future growth of the business.
- Reducing operational costs for telephony.
- Return on investment (ROI) in under three years.
- Improving staff collaboration and efficiency of internal communications.
- Flexibility and scalability to support business growth.
- Increasing adherence to contact centre KPIs and customer service levels.