Case Study: Ricoh

Empowering Digital Workplaces

Ricoh Project Snapshot

Ricoh Australia is the local arm of the Japan based Ricoh Group, known globally as the innovative leader in the print and collaborative workplace industries. Ricoh are leaders through their combination of best in class technology and intelligent professional services which provide integrated solutions for their customers.

Switch were approached to work with Ricoh Australia to establish and drive the digital strategy for the Asia Pacific region as part of a progressive digital redesign and re-platform. Switch were selected for our digital expertise and leading sitecore capability to create a solution that is innovate and globally unique.

  • Sitecore Experience Platform 8.2
  • Sitecore WFFM
  • Sitecore SXA 1.3
  • Sitecore Multi-Site
  • Sitecore Commerce 8.2.1
  • Commerce Switch
  • Cloud Hosting (Microsoft Azure)
  • Salesforce Integration
Ricoh Website Responsive Showcase

Challenge

Utilise customer personas to deliver an industry leading experience for engagement.

One of the key challenges was to introduce leading UX and Design thinking approaches that cater to a local context and the customers personas while delivering an enhanced global, Ricoh brand experience. To simplify complex business workflows, while developing a central and scalable source of truth for product and service data for use across Asia Pacific, while continuing to drive and present the business value offering as a solutions lead business when compared to traditional competitor OEMs.

Illustrative representation of the interweaving requirements of the Ricoh personas Personas with multi-faceted requirements were identified and used as the basis of our UX, CX & IA work.

Solution

A truly scalable solution that is focused on the customers experience above all else.

Switch executed comprehensive discovery and requirement workshops, facilitating engagement of large groups of stakeholders to identify, idealise and discover what it means to be a solutions business and how best to meet the needs of various B2B Personas throughout APAC. Through the application of our digital expertise in complex enterprise Sitecore implementations, detailed gap analysis and research phases were applied to the workshop discoveries, allowing Switch to develop a IA, UX and Technology implementation that places the customer at the centre of the digital experience while allowing Ricoh to contextualise and present as the leading solutions business it is.

Coupled with implementation of Sitecore Commerce in order to manage large product and service catalogues across Asia Pacific with workflows facilitating collaboration between SME's, Copy Writers, Marketers, Technical Writers and Translators the solution is both scalable and future proofed to respond to ongoing change and evolution.

Photos and assets generated from Ricoh website discovery workshops Switch generated assets from the Ricoh workshops that we facilitated.

Digital Innovation

  • Intuitive Simplicity

    With several internal applications and data sources to integrate with, we’ve achieved a higher level of autonomy and reduced time consuming tasks for internal stakeholders.

  • Engaging Flexibility

    Utilising the powerful component capabilities of Sitecore SXA, the solution provides for limitless and engaging content page layouts ensuring Ricoh can create new experiences using their existing component toolset without needing design and development intervention.

  • Solution Discovery

    Implementing the easy to use persona driven "Help me Choose" capability ensures customers can discover solutions that are tailored for their business and industry combining the best of Ricoh's products and services. .

With a completely new design that is focused on a strong mobile experience, Ricoh have deployed a website which enhances their brand, delivers feature rich experiences and builds a single view of the customer.

Photo of the Infrastructure and Integration workshop held at Ricoh Infrastructure and systems integration workshops between Ricoh & Switch.

Result

An organisation wide digital transformation that places the customer at the centre of everything.

A seamless digital experience set to revolutionise the APAC digital marketing activities of Ricoh, facilitating increased data and lead capture as well as market education opportunities while baking in business process efficiency. A solution that utilises the powerful capabilities of Sitecore, Sitecore Commerce and SXA to achieve greater levels of efficiency and productivity.

In short, the perfect combination of partner expertise, the Sitecore Experience Platform and an innovation driven customer.

Ricoh Website on Sitecore Ricoh Australia Responsive Website on Sitecore

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