Customer Services Application Guide

Ricoh New Zealand has launched a new Customer Services Application to help streamline communications between our valued customers and the Customer Care team. The application is easy to install and ensure customers receive assistance as quickly and efficiently as possible.

Application Installation Process

Three easy steps to setup and start using the Customer Services Application

The guide is divided into three sections. The first two are a one-time installation and profile setup processes. The final step will guide you through the process of logging in a service call.

Ricoh's Eservice App Installation Guide1

Step One - Installation

Starting at the Home Screen

Select the ‘application site’ option

Ricoh's Eservice App Installation Guide2

Selecting the Application

Select ‘Customer Support Application’

Starting the Installation

Starting the Installation

Select ‘Install’

Completing the Installation

Completing the Installation

Select ‘Close’

Returning to the Home Screen

Returning to the Home Screen

The new ‘Customer Support’ option should appear on your screen after the installation process.

Machine Information

Step Two – Setting Up Profile

Machine Information

The serial and model numbers should already be set. Select the ‘location’ option.

Selecting the Location

Selecting the Location

Choose your current location from the drop-down menu.

Customer Information

Customer Information

Please fill in your company, person in charge, phone number, email, and department name.

CC Email Address.

CC Email Address

Please add in any email addresses you wish to send copies of transmitted emails to.

Confirm Settings

Confirm Settings

Please confirm your details are correct.

Test Email

Test Email

Please allow the application to send a test email to the primary address along with any copy emails to the secondary addresses if included.

Submit Service Request

Step Three – Logging a Service Call

Submit Service Request

Please select the ‘Submit Service Request’ option to start logging in your request.

Create Service Request

Create Service Request

Please select the issue category type and contact person from your organisation.

Issue Category Home Screen

Issue Category Home Screen

Please select the ‘Issue Category’ option.

Issue Category List

Issue Category List

Select a relevant issue category from the list.

Issue Sub-category Example

Issue Sub-category Example

Select a specific issue related to the chosen category type.

Issue Category Home Screen

Issue Category Home Screen

Please select ‘OK’.

Contact Person

Contact Person

Select the contact person from the saved list or add a new one.

Service Request Home Screen

Service Request Home Screen

Please review and confirm your details.

Frequently Asked Questions

Frequently Asked Questions

You may wish to check if the issue can be solved by checking the frequently asked questions (FAQ)

Frequently Asked Questions – Established Question

Frequently Asked Questions – Established Question

A similar issue might have been addressed previously. You may select the question option to see the solution.

Frequently Asked Questions Example - Solution

Frequently Asked Questions Example – Solution

A quick solution might be readily available.

Submitting your Request

Submitting your Request

You may choose the “Submit SR’ option, and a customer service representative will be in touch shortly.

Get in touch with one of our Customer Care team with feedback or enquiries by filling out the form.