A successful regional rail operator outsourced management of concessionary travel cards to Ricoh. Ricoh processes more than 80,000 applications a year for the company, interacting directly with its customers, validating data and issuing personalised travel cards. Ricoh’s service cut waiting time by 50%, enhancing customer satisfaction.
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“We were happy to outsource the entire business process to Ricoh. Ricoh developed a bespoke solution which met our needs and those of our customers more effectively. The service provided by Ricoh has improved process effi ciency and is driving increased levels of customer satisfaction.” Director of Customer Services, Ferrocarrils de la Generalitat de Catalunya
- Challenge: Digital workflows and processes
- Industry: Government
- Business size: Large business
- Service Line: Business Process Services