Last week saw the More2 Direct Commerce Awards in London which saw Ricoh UK winning in the Business Transformation category.
Held annually by the Direct Commerce Association (DCA), the award was created to recognise excellence in the retail sector, with entries evaluated by an independent panel of experts. ‘Business transformation’ was one of 26 award categories, with the judging criteria based on the scale of transformation; approach and implementation; and impact and effectiveness of the changes on customers.
Ricoh’s entry highlights the business transformation of its Graphic Communications division, aiming to evolve its approach to focus on consultancy and long-term value for its print customers. Several initiatives have been undertaken as part of this programme – these include:
- Changing the existing service delivery from a traditional break/fix model to a customer success led partnership
- Developing a closed-loop process for customer feedback
- Using performance data to help clients get the most from their Ricoh assets
- Creating an outcome-based customer engagement strategy
Samantha Precious, Strategy and Services Development Manager at Ricoh Graphic Communications, commented: ‘Ricoh as a business has been on the journey of transformation in what continues to be a challenging and ever-changing business landscape. Within our Graphic Communications division we saw very early on that our customers’ needs were changing – shorter print runs, multi-channel communications and hyper-personalisation have created new capacity for digital print. We understood that if we wanted to deliver great service to our customers and to continue being successful, we had to change our mindset from customer service to post-sale client care to customer acquisition and success; and all of that had to come with a clear focus on customer outcomes, improved customer journey, better retention and sales conversion rates.’ She continued: ‘Winning this award would not have been possible without our people; service team and client success teams in particular and, of course, project teams at customer side. It is their dedication, expertise, collaboration and focus that drive our digital service capabilities and commitment to leading change.’
For more information on Ricoh Graphic Communications visit https://interactive.ricoh.co.uk/anything-in-print/1/p/1
About Direct Commerce Awards
The Direct Commerce Awards have been recognising the achievements of the very best B2B and B2C direct and multichannel retailers of all sizes for over 26 years. The Awards are truly inclusive and open to companies of all sizes, across a vast range of merchandise categories. With a past winners roll call containing some of the very best B2B and B2C direct and multichannel retailers, reaching the shortlist is a worthy achievement in itself, topped only by emerging victorious as a winner.