Through its in-depth retail experience and an innovative approach to managing helpdesk services, Ricoh has helped Carphone Warehouse transform support for its UK stores. It has reduced costs and service activity by up to 10%, but still managed to increase efficiency, cut system downtime and help stores maintain a first-class customer experience.
“The partnership with Ricoh has delivered some very innovative and smart ideas to help Carphone Warehouse manage its retail store support operations more effectively. From a management perspective, it is reducing the cost and volume of site visits by up to ten percent and even providing interventions that reduce system down-time. But, importantly, it is enabling us to add value, deliver a better service to our stores and enhance the customer experience.”
Ed Slingsby, Head of Stores and Distribution Infrastructure, Carphone Warehouse
