Case Studies

Real Talk With TAP in Lisbon Airport

The Challenge

TAP, the world’s foremost airline between Europe and Brazil, was looking for a way to improve the quality of service for its demanding business customers. Many of these travelers were trying to be as productive as possible before boarding their flights, yet were hampered when it came to printing, as this typically required documents to be on a USB thumb drive and entailed long waits at the printer. Seeing that this customer base was constantly pressed for time, TAP wanted to allow its traveling professionals the simplicity of printing from any of their mobile devices, hassle-free.

The Solution

TAP called on the Xerox team to deliver a simple, convenient and secure way for travelers to print business documents from their mobile devices. By installing a Xerox multifunction printer and the Xerox® Mobile Print Solution in the Premium Lounge of the Lisbon Airport, TAP enabled business professionals to be as productive as they would be in their own offices while waiting to board their planes.

Real Results

  • “We are helping professionals be more productive in their daily work while they are mobile.”
  • Eliminated extra software,thumb drives or added tools previously necessary for passengers to print.
  • Eliminated the need to rely on airline staff for printing help.
  • Significantly improved security for confidential business documents.

Xerox Works with KANA to Better Serve Global Customer Base


Xerox Corporation selected KANA IQ with KANA Response for its global Welcome Centers. The KANA solution provides customer service call center representatives with automated tools and information to better handle customer issues through assisted service. In addition, global customers also have the ability to find solutions directly on the company’s customer portal. Customers can access information on hundreds of Xerox products in seven languages, allowing for thousands of Web self-service search sessions per day across the globe.

The KANA solution was implemented with a consistent user interface for access by customers and call center representatives. This common access provides agents the ability to more efficiently resolve customer problems and Welcome Center inquiries. It also significantly reduces support costs. Now that customers can access the online knowledge base, many issues can be resolved without making a call to the Welcome Centers.

Xerox‘s Challenge: Provide customer and agent accessibility to solve issues globally in multiple languages from a single hosting location using the Internet/Intranet as the backbone.

Ricoh Managed Print Service Boosts Norfolk County Council's Green Agenda


Norfolk County Council, in the East of England, provides a range of local government services to around 800,000 citizens in Norfolk. The Council strives to deliver greater value to those citizens and increase operational efficiency through its commitment to the green agenda.

The Council is also improving services through more flexible and efficient ways of working. As part of a large change programme for Norfolk, it aims to work simpler, better and faster. It is making better use of its office space, resources and mobile technology to support more flexible ways of working.

The Council is also committed to reducing its carbon footprint by 25 percent over the next two years. This is where the Ricoh Managed Print Service is making a big impact. Previously print was managed in a fragmented way, with each department, service area or site organising and buying its own printing facilities so print resources and equipment were not being used as efficiently as they could. There were multiple contracts across the organisation, duplication of resources and devices were not being used efficiently. So the council wanted an effective way to manage and measure its print services and reduce its environmental impact.

Ann Carey, ICT Business Systems & Services Manager, in Norfolk County Council’s ICT Shared Services Resources, says, “Our objective wasto centralise print operationsso we could reduce device numbers. We also wanted more consistency for the printing service and an effective corporate policy on printing, especially around reducing waste and inefficiency. One of the key drivers was to make our print operations more environmentally friendly and improve services, giving better value for money to the community.”

Ricoh Underpins Print Service Transformation at a Leading International Media Business


This international media and entertainment business is the third largest in world. It comprises a number of film, TV production and broadcasting companies and associated media and entertainment operations, and has made a wide range of highly popular and successful movies and TV programmes.

When the business consolidated several of its UK offices into a single, new central London site, the move took staff from a traditional, segmented, 200- nit office, to a brighter, modern and open plan working environment. As the Facilities Director for the media and entertainment business says, “An office move is a real chance to make some fundamental changes to the way people work and the way print resources are deployed and used.” 

The change to a new location was an opportunity to overhaul the way the organisation manages its print operation. The new working environment also meant adopting a new approach to the way print is used. One of the main changes was to stop having multiple printers cluttering up people’s desks and workspace.  

At the previous offices, some 90 printers were sitting on desks and there was little information about how staff used these printers and, therefore, little control over or knowledge about how much print was costing the organisation. The task facing the organisation was to find a way of fundamentally changing how staff use print resources, and to gain much better control of those resources, all without hindering staff work or creativity.

Construction Specialist Enhances Brand Image and Productivity with Ricoh's Wide-Format Print Solution


Astec Projects is a £30-million turnover construction business based in Reading, Berkshire. Although one of the largest specialist ceilings contractors in the UK, Astec Projects provides a number of other construction services, including facades - now its main activity – glazing, cladding and shop fronts. Recent projects include refurbishing McDonald’s drive-through restaurants with the new green brand facades.

A key part of Astec Projects’ work is design. Of its 109 staff, around 36 are Computer Aided Design (CAD) designers. These designers frequently need to produce and print complex designs and technical specification drawings for various projects. Typically, these designs are printed in black and white.

But there had been an increasing demand to provide colour designs, particularly at the tender and design stages of a project, where high-quality, high-impact presentation is important. Terry Noone, Financial Director for Astec Projects, says, “Although a lot of design work is now produced and shared electronically, there is an increasing need to use printed designs in presentation and tender situations. And the ability to add colour to a design often makes the design easier to use, easier to communicate concepts and easier to demonstrate an in-depth understanding of project challenges.”

However, using colour in wide-format printing is usually too expensive to make it a viable option.

Ricoh Solution Helps Northern Ireland Commercial Printer Increase Output by 50%


Ballymena-based Print Promotions in Northern Ireland was established as a copy shop in 1990 and expanded itsservice offering to include graphic design and colour digital print around three years ago. As a partner in another print business, proprietor Tim Wallace had a well-established relationship with Ricoh reseller Kennedy Business Systems (KBS), so when it came to selecting equipment for Print Promotions, KBS and Ricoh were naturally the suppliers of choice.

KBS has supplied all of Print Promotions’ print requirements across wide format, office multifunction products (MFPs) and heavy duty black and white devices since the business first opened its doors.However, increased customer demand for quick turnaround, high quality colour print jobs a few years ago, led the firm to look for a light production digital print press that would meet these new requirements.

Tim Wallace, owner of Print Promotions, says, “We looked at the high-end Ricoh Pro C900 production print press and we were bowled over by the quality of output, itsspeed and workload capacity; however we were in the market for a light production device and at the time Ricoh’s portfolio didn’t include one.”

Print Promotions initially took delivery of two lower-end (50 and 70 ppm) devicesfrom another manufacturer, but whilst they were happy with the output; issues around service and toner replenishment were having a negative impact on their business.

Ricoh Production Print & DDL Group


The DDL Group, established in 1988 in Cheshire, is one of the UK’s leading direct marketing firms, with a turnover of £2.5m and over 80 staff offering a full range of high quality database management and fulfilment services. The company’s customers range from small, one or two person businesses, to local authorities and large national organisations in the insurance, travel, pharmaceutical and mail order sectors across the UK. 

From the beginning,the company and its founder managing director, David Bingle, have sought to innovate through the latest technology. During the past 25 years Bingle worked with the Royal Mail in trialling the original mail sorting system and set up one of the first outsourced call centres and introduced a number of advanced statistical techniques in the management of direct marketing data.

This strategy is carried through to the printing technology used. Printing is a fundamental part of DDL’s outbound mailing services, which ranges from leaflets and letters through to fulfilment of goods, mailing associated with ecommerce services, and specialist transactional mail, such as insurance policy documentation. 

Bingle says “We’ve always done some kind of personalised printing, but now there is a growing demand for more sophisticated variable data printing, including text and images. We’re always looking around at the latest technology, and seeing what is out there. With the contract for our production printer up for renewal, and an office move imminent, we decided to see if we could improve our existing print capability and, in particular, meet the demand for complex, personalised printing.”

DDL’s clients were asking for increasingly complex levels of personalisation, both with large volume print runs and small volume print on demand and the existing printer software either could not cope with this, or implementation was so difficult and unwieldy it was nearly impossible to use. Without high levels of automation, DDL was limited by its print technology in the number and type of direct marketing jobs it could undertake.

Ricoh Helps the Co-Operative Deliver 110,000 Payslips On Time; 98,000 In Just Three Days


The Co-operative Group is the UK’s largest mutual business, owned by almost six million consumers. It is the UK’s fifth biggest food retailer, the leading convenience store operator and a major financial services provider, operating both The Co-operative Bank and The Cooperative Insurance. Among its other businesses are the number one funeral services provider and Britain’s largest farming operation. The Group operates over 5,000 retail trading outlets and employs more than 98,000 staff and pays 12,000 pensioners.

Within a four weekly cycle, The Co-operative's people services payroll department in the company’s Glasgow office was being asked to produce around 80,000 payslips. The majority of which are produced during a short window of time - just three days from when payroll closes to delivering staff payslips - to produce, print and distribute the payslips. The team had been doing this job with four standard desktop printers and was just about coping with the job. But when the Group took over the Somerfield chain of supermarkets, the number of staff needing payslips suddenly increased by 30,000. 

Lynora Waddell, manager of the project and systems team at The Co- perative Group, says, “The payroll staff were doing an excellent job, producing the payslips, but the sudden increase in employee numbers and the corresponding payslips meant we simply couldn’t complete the job, in the short timeframe, with the print equipment we had.”


The Co-operative was already using various types of Ricoh print equipment throughout the organisation. As a result, Ricoh had gained a good reputation and so Lynora Waddell approached Ricoh as a potential supplier for the payroll print solution. Lynora Waddell did look at a number of other solutions, but found that there were not many solutions that met The Co- perative’s needs effectively. As part of the sales process, one of the first things that Ricoh enabled The Co-operative to do was come into its office and test out its print equipment using the payslip print run.

From Photo Lab to Print Connoiseur: How Traphot Transformed Its Business, Setting it on a Path for Growth

“Traphot wanted to explore opportunities
in interior decoration.”

Started in 1957 as a photo lab, Traphot saw the tide turning in the mid nineties and decided to divert into wide format digital printing, first using inkjet systems. When Traphot’s management decided to explore new opportunities in ultra-wide format printing, the company acquired an 8 colour VUTEk 3360 as early as June 2001, becoming France’s first user of the 3 metre solvent printer. In January 2009, Traphot also invested in a 7 colour VUTEk QS2000 UV-curing printer. Today, the company employs a team of 20 and has an annual turnover of 3 M€.

“We are best defined as an image company”, says Catherine Bresteau,  Traphot’s managing director. Indeed, the company has successfully based its growth in the wide format printing market on its know-how in photography and image editing. “Our prime concern is image quality”, underscores Catherine Bresteau. “Our customers are well aware that by trusting us with their print work, they will benefit from a good adequation between image editing excellence and the best printing technologies on the market. It’s a very unique combination that delivers outstanding results on print”.

As such, Traphot has attracted over the years a customer base of corporate accounts in the luxury and cosmetics industry, including L’Oréal, Lancôme, Cartier and Nina Ricci. The company has also convinced some household names in the entertainment business, such as Disneyland Resort Paris.

Ricoh: Developing a National Contact Centre


The Ricoh contact centre, located in Auckland, is the hub of the service network, where staff liaise with customers, despatch service technicians and fulfi ll product orders for customers. As Ricoh has grown, so has the challenge of servicing client queries and operational needs. Until 2003, after-sales service was carried out by branch staff at regional offi ces. Managing and measuring the quality of the service provided to customers was a national responsibility, and to enable better standardisation of that service, Ricoh employed Great Outcomes to create a national contact centre that could manage all service requirements across New Zealand.

Great Outcomes developed the strategy, implementation, and delivery of the national contact centre for Ricoh. The new centre was launched in December 2003 and handles all customer service interactions, as well as despatching service engineers to client sites throughout the country.

Great Outcomes’ project management

When Ricoh commissioned Great Outcomes to manage this project, it enabled managers and staff to continue operating the business and maintaining service as usual whilst this important change implementation was carried out. Great Outcomes was able to bring its specialist contact centre experience to the project, and led the introduction of a business improvement project for Ricoh, getting buy-in from the many staff involved.


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