Ricoh Europe forms strategic collaboration with ServiceNow to transform customer service

Ricoh Europe, London, UK, 19 May – Ricoh, a leader in digital workspace solutions, has announced a major strategic collaboration with ServiceNow, the AI platform for business transformation, to deliver a unified service delivery platform. The collaboration aims to provide Ricoh’s customers and employees with seamless, intelligent and responsive digital management of modern workplaces.

This collaboration will see Ricoh leverage ServiceNow’s platform to unlock the talent of its European workforce and improve operational efficiencies by standardising service management processes across Ricoh’s entire European business portfolio. ServiceNow’s generative AI capabilities will automate and curate knowledge around complex solutions, and dynamic translations will enable experts to collaborate easily with colleagues in different countries.

“Our strategic collaboration with ServiceNow represents a transformative leap forward in how we deliver value to our customers and empower our workforce,” said Andrea Gombac, Chief Services Officer at Ricoh Europe  . “By building a next-generation service platform, we're enhancing operational efficiency while reshaping the overall customer and employee experience. This collaboration will enable our teams to focus on what matters most: delivering value to our customers.”

The partnership builds upon a long-standing relationship between the two companies and demonstrates a shared commitment to driving technological innovation. It is expected to generate significant operational benefits, including improved efficiency and increased business agility. 

“Businesses can’t afford downtime and interruptions, and as an organisation, we are always looking to innovate our service delivery solutions in a way that drives operational excellence, efficiency and agility for our customers and partners,” commented Marco Pezzani, Customer Service Director at Ricoh UK. “We have a long history of service excellence in the UK, and I am delighted that we are able to build on our existing relationship with ServiceNow to ensure that we continue providing the highest standard of service.”

Damian Stirrett, Group Vice President and General Manager at ServiceNow UK & Ireland, said: “Businesses are starting to see the value of AI as the driving force behind unlocking their workforce productivity and delivering customer value. We’re excited to see how, by leveraging ServiceNow’s AI Platform as a single system of action, Ricoh is already seeing enhanced employee and customer experiences, with employees working seamlessly and customers connect effortlessly.”  

Nick Pearson, Chief Information Officer at Ricoh Europe, commented: “Investing in business transformation platforms is a key pillar of our IT strategy, this partnership will enable us to offer our customers and employees integrated workflow experiences and adopt the latest in AI innovation.”