Case Study: Global airline company
Ricoh helps modernize and integrate a major airline’s back-office help desk automation and customer service systems creating better experiences.
About our customer
This global, Fortune 500, award-winning airline offers service to more than 100 domestic and international destinations and is known for its low fares and great service.
“We have been working with Ricoh since 2020 — the team has ultimately helped us improve printer device uptime for flight manifests and reduce tarmac delays and fuel costs while streamlining processes for our employees.”
— IT Operations Manager
Challenge
Disjointed, manual processes affecting user satisfaction and service levels
Long delays to address or to fix service issues
Lack of visibility into operations and lost information
Limited reporting
In 2020, the airline began using Ricoh’s Managed Services as an extension of their team. When Ricoh discovered they were struggling with a disparate manual IT ticketing system, we recommended a cohesive, cost-effective solution designed to help automate ticket review and closure and provide a full audit trail.
Solution
“Our partnership with Ricoh and their innovative solutions have empowered our team members to make the help desk experience better and faster, resulting in faster resolutions and higher satisfaction rates.”
— IT Operations Manager
Portfolio of 900 devices for U.S. and global deployments, many which are managed with Ricoh’s Streamline NX
Integration between the ServiceNow® ticketing system and Ricoh’s ServiceNow system
Devices proactively managed via the Ricoh Managed Service Support Center (RMSSC) provides real-time information updates
Ricoh’s Streamline NX software was installed to control printing outside of the ticket counters and back-office. Ricoh Managed Services Support Center and ServiceNow solution were integrated to better support managing devices. Additionally, the centralized model and solutions are scalable and flexible as the company continues to grow.
Results
A seamless integration with Ricoh’s eBonding Service (ServiceNow to Microsoft integration) solution created
Increased overall optimization and standardization of parts and supply management across the enterprise
A centralized service system and resources were established allowing Ricoh to offer end users with continuous support
The Enterprise Technology Service Desk provides this global airline customer with technical support of Ricoh’s MFPs, taking the burden off their help desk allowing them to concentrate on IT support.
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