Insights: EEF member Ricoh transforms customer experience

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Ricoh’s Customer Experience Centre, which supports customers with their transition from analogue to digital print technologies, was awarded the top prize in Ricoh’s global recognition programme.

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Ricoh hosts a visit to its Customer Experience Centre

 

The Customer Experience Centre, located in Telford, is a state-of-the-art, working print production centre featuring integrated solutions from Ricoh and its key partners. It is the only facility of its kind in Europe and provides visitors with the unique opportunity to see a variety of end-to-end workflows and production processes first-hand, as they might exist in their own facilities.

Rob Jackson, Business Performance Manager for Ricoh UK Products Limited, said:

"We're delighted to win this award, which is a tribute to the vision and hard work of our Telford team and colleagues across Ricoh Europe. It helps Ricoh bring engineering and R&D closer to the real customer environment to optimise print applications. They are able to 'learn by doing' and walk through every process to explore, test and confirm the best solutions for their businesses. It also demonstrates how those improvements can be integrated seamlessly with Ricoh technologies."

He continued:

"The Customer Experience Centre builds on 30 years of manufacturing expertise at Telford. We have transformed from a traditional box shifting manufacturing operation, to a smart factory, where barriers between functions have been broken down to provide for the seamless sharing of knowledge throughout the end-to-end value chain. By involving customers and stakeholders in this journey and demonstrating how we can improve their processes, we have developed much closer relationships. This is paying dividends in terms of business performance, helping our European Sales division to exceed its sales target by 40% for the year to date.”

The centre has hosted customers from more than 20 countries and averages three customer briefings each week, together with trade events.  In addition, Ricoh uses the centre to conduct internal and external training, and to test processes, substrates and production approaches that push the boundaries of print applications to maximise client value.

The new facility also features a state-of-the-art customer briefing centre and operates as a knowledge, test, and R&D centre. This showcases Ricoh’s specialist inkjet development and additive manufacturing technologies, enabling Ricoh to continually assess and develop its products and services.

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