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How Ricoh Australia Brought Fragmented Service Data Into One Self-Service Experience
With Spryker, Ricoh Australia significantly improved the self-service experience what had a positive impact on customer satisfaction and loyalty.
How Ricoh Australia Brought Fragmented Service Data Into One Self-Service Experience
With Spryker, Ricoh Australia significantly improved the self-service experience what had a positive impact on customer satisfaction and loyalty.
80%
cost reduction through digital self-service for logistics and scheduling machine moves.
5000
manual requests per month shifted to Self-Service (emails and web requests)
30%
reduction in call volume by enabling customers to access invoices, delivery tracking, and service status online.
45days
time to initial Go-Live
Challenge
Fragmented Customer Service and Manual Operations
Customers interacted with the company through fragmented touchpoints, including phone calls, emails, and web forms. At the same time, high volumes of routine inquiries, such as delivery status updates, invoice questions, and service ticket requests, resulted in significant costs and long response times. Scheduling machine moves and service work was also handled manually, making the process inefficient and non-transparent for customers.
Solution
One Portal for Service and Purchase
The digital self-service portal provides customers with one login and a single place to manage their assets, service tickets, invoices, deliveries, and orders. Available 24/7, it enables customers to view, create, and track service and logistics requests independently, improving transparency, convenience, and overall service efficiency.
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Scaled Self-Service with a Unified Data Layer
To scale Self-Service with Spryker, Ricoh Australia had to bring together installed base, SLA, entitlement and billing data from multiple backend systems. Rather than connecting each system individually to the portal, Ricoh centralized the relevant data in a unified data layer using Snowflake and connected Spryker through a single API. The initial integration between Snowflake and Spryker was built in a week, and the MVP of the Self-Service portal went live in 45 days. Since then, the solution has been expanded to support additional features and use cases. -
Curated Data Powers Smarter Decisions
Ricoh first defined the customer use cases. This guided their decision what data needs to be exposed to the API, how often it needs to be refreshed, and where real-time access is unnecessary. Instead of exposing raw data from the source systems, Spryker consumes curated data views with refresh cycles based on the SLA and use case – from near real-time to once per day. Incremental data updates further help reduce processing volume and compute cost. This approach supports a better self-service experience by making relevant service data easier to access in a structured way – an important driver of customer satisfaction and loyalty. At the same time, the curated data layer creates broader business value: it improves the quality of analytics and decision-making today, while also providing the governed, consistent data foundation required for AI applications.
Top Features of Their Digital Commerce Include:
Self-Service Portal
Gives customers access to a wide range of self-service features, including role and rights management, order templates, individual budget limits, sales and order overviews, credit lines, and more.
AI-Powered Search
Leverages ElasticSearch plus Qdrant’s AI-powered vector search functionality to significantly improve product discovery by automatically accounting for synonyms, unit conversions, and technical shorthand.
One Login
One portal for assets, tickets, invoices, deliveries and orders.
24/7 Self-Service
24/7 self-service to view, create and track service and logistics requests.
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ResultsProcurement simplified
With Spryker, Ricoh Australia launched a Digital Self-Service portal in just 45 days and cut thousands of manual service requests. -
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