How Ricoh Managed Services Helped AMETEK ESP Improve Call Center Response

AMETEK Electronic Systems Protection (ESP), based in the Research Triangle Park in North Carolina, provides a complete line of power quality hardware, software, and 30-plus years of managed services. Since 1985, ESP has been a leader in safeguarding mission-critical electronic equipment.

In contrast to most players in the market who just focus on power protection devices, ESP goes beyond that by partnering with customers on an ongoing basis. To further strengthen this process, ESP has maintained an ever-growing library of analytics to help enhance their actionable business intelligence capabilities — improving insights into power issues and giving them a strong competitive edge.

CHALLENGE

  • Increasing response times in customer call center
  • Insufficient staffing for technical support call volumes
  • Manufacturing disruption to fulfill warranty requests
  • Need to improve service in line with budget and business needs

HOW WE DID IT

RICOH Service Advantage staff assumed responsibility for level one customer call center

Expanded call center to handle level two technical support

Proposed a distributed depot to offload warranty request fulfillment

Leveraged intelligent lockers to house bulk stock of replacement products

To address declining customer service response times, we assumed responsibility for AMETEK ESP’s support center, answering calls under the ESP and SurgeX brands. Our RICOH Service Advantage staff performs triage on each situation and routes the issue to an appropriate person at the company using their existing ticketing system — resulting in a 40 percent reduction in overall technical response time to customer inquiries. Ricoh also proposed leveraging the center.

SOURCE Ricoh


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