In 30 months, RICOH Canada improved their Net Promoter Score from 25 to 59, a 34-point improvement. We share their secret to success in the following case study covering RICOH’s process they undertook and the insights they learned on their Customer Experience journey that yielded such exemplary results. Over the last ten years, they have achieved 115% growth and made significant gains in market share.
RICOH Canada, Inc., a wholly owned subsidiary of RICOH Americas Corporation, employs 2200 people in Canada supporting Sales, Services, Technical Services, Delivery, Operations and Administration. The subsidiary has two call centers in Toronto and Edmonton. Their vision is to be the most trusted brand with an irresistible appeal in the global market, built on the values of Customer Centricity, a winning spirit, innovation, and teamwork. A foundation of ethics and integrity supports these values.
Ten years ago, RICOH Canada needed to make a change. Mary Ann Sayers, Director of Corporate Sustainability and Community Relations explained, “Back in the early 2000s, our business was sharp decline. We weren’t doing well in any of the Malcolm Baldrige areas. No one was making decisions….There was a lot of frustration.” At every leadership conference in the head office, RICOH Canada was routinely at the bottom of the totem pole. The CEO at the time had had enough. He hired Sayers to investigate the problem and set her to the task of fixing it.