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RICOH RemoteConnect Support

Providing enhanced support for RICOH products

With the growing need for customer support in a global workspace, demand is on the rise for remote support solutions. Ricoh has thus introduced RemoteConnect Support with the aim of improving response time and providing better customer satisfaction.

What is RemoteConnect Support?

RemoteConnect Support allows a customer support operator to remotely connect with a client’s MFP/Printer device via the Internet using the second-generation Smart Operation Panel. This function enables the support center to diagnose and resolve issues by real-time screen sharing, remote guidance and operation, thereby dramatically reducing the need for field engineer visits.

Case studies

  • Issue 1

A customer wanted to know if the automatic toner refill/order feature had been activated on their MFP because they didn’t receive a new toner cartridge when they thought one should have come.

Summary

The operator could see that the toner refill/order feature was activated on the customer’s MFP. The customer was informed that a new order hadn’t been made because the toner level was still at almost 60%.

  • Issue 2

A customer sent a print job of 10 pages but only a single page was printed. No error message was provided.

Summary

The support center avoided deploying a field technician to the site, saving time and cost. The customer received detailed step-by-step instructions with screenshots taken from the operator tool for future reference.