CIO SummitUnited States
Under the IT Hood of
Ricoh’s Successful
Transformation
November 11, 2014
Balaji Rangaswamy
Chief Information Officer
Ricoh Americas Corporation
Who is Ricoh?
200 countries and territories
Industry leader in document management
107,000+ employees worldwide
Worldwide sales of $21.7B year end March 2014
Founded in 1936
Cert no: FS 33325
Quality Management System
ISO 9001:2008
Cert no: EMS 61761
Environmental
Management System
ISO 14001:2004Cert no: OHS 556746
Occupational Health
& Safety Management System
BS OHSAS 18001:2007
Cert no: IS 85241
'Information & Data Security
Management System
ISO 27001:2005
Fortune 500 global company
Ricoh AmericasCorporation
AmericasHeadquarters
Malvern, USA
Ricoh Europe PLCEuropean
HeadquartersLondon, UK
Ricoh AsiaPacific Pte Ltd
Asia Pacific& China HQ
Singapore
RicohCompany, Ltd.Global Corporate
Headquarters
Tokyo, Japan
Ricoh Japan Corporation
JapanHeadquarters
Tokyo, Japan
© 2014 Ricoh Americas Corporation. All Rights Reserved. 2
What’s Driving our Transformation?
Growth through multiple large acquisitions
Shift towards services-led business model
Information technology that enables:
– Integrating the multi-billon dollar companies’ systems,
people and business processes
– Modernization and extension of enterprise applications
2011 20142001 2004 2007 2008
PrintDivision
InfoPrint
Joint
venture
InfoPrint
100% Ricoh
owned
© 2014 Ricoh Americas Corporation. All Rights Reserved. 3
The Journey
2008 2009 2010 2011 2012 2013 2014 2015
Stage 1: Large acquisition
• Acquired IKON which by itself
evolved through numerous
acquisitions and mergers.
• An ecosystem with multiple
redundant systems.
• Elaborate assessment and
evaluation conducted to determine
application portfolio
Stage 2: Integrating
people & front office
• Bringing employees
together
• Uniting service
technicians
• Unifying the sales reps
• Back office integration
Stage 3: Integrating
ERP, modernization
• Single ERP platform
• Enhance digital
experience
• Enable ways of doing
business through
cloud, social and
mobile technologies
Stage 4: Leverage
& lead
• Technology to support
transformation into
services led business
• Business intelligence,
and predictive
analytics
© 2014 Ricoh Americas Corporation. All Rights Reserved. 4
The Social Enterprise
Wave1
• Platform evaluation & selection
• Identification of Beta scope
• Rollout strategy planning
• Marketing department
• Information Technology
Wave2
• Employee intranet
• Human Resources
• Recruitment
• Sales enablement
• Service
• Project Management
Wave3
• Supply Chain
• Training
• Customer Admin
• Legal
• Finance
Wave4
• RAC Subsidiaries
• External communities –Dealer, Customer & Partner communities
• External web propertiesStandalone
collaboration
platform for
Marketing & IT
Launched to all
other business
functions
Functions as an
external collaboration
platform
• Base Jive software with
Ideation & video module
• SSO & ADFS integration
• News feeds
• Mobile enablement
• HRMS integration
• Office Integrator
• Jive Anywhere
• Analytics
• App Store
• Presents & Albums
© 2014 Ricoh Americas Corporation. All Rights Reserved. 5
Implemented numerous cloud and externally hosted systems
Oth
er S
AA
S
Ex
tern
ally
ho
ste
dS
ale
s F
orc
e C
lou
dO
RA
CL
E E
BS
(R1
2)
On
Pre
mis
e
an
cil
lary
sys
tem
s
Leads
Forecasting
Territory
Manager
Business
Planner
Opportunities
STI Payout factor
Quota Tool
National Price Book
Service Cloud
Global Knowledgebase
Payroll & LOA
Marketing automation
Real Estate Management
Help Desk
Recruitment
D&B
Temp Help
Benefits
TRAC GEMSTAR
Travel
Expense
Collaboration
Dealer – eAutomate
Affirmative Action
Trillium
RCOMP Commissions
Project & Portfolio Mgmt
Global Mobility
Dealer
Invoice
Learning & Training
Time & Attendance
FS Mobile & Route
Optimization
Field Service
Order Management
Contracts Suite
HRMS
Configurator
Credit Mgmt
Financial Suite
iStore/iSupport
Supply Chain Suite
HRMS CWB PMP IDP
Quoting & Proposal
Install Base
Advanced Pricing
UPS Worldship
Tax
@Remote
FIPS FABS
Leasing
Financial forecasting
& planning
HR Imaging
Demand Planning
Noetix
ICMS
Content Management
(UCM)
Warehouse Mgmt
Parts planning
Trillium
Wholesale ERP
ARMS
SBT
Transportation
Mgmt
Cash Application
Trade Compliance
IVR
OBIEE – RBIS
Commissions
DPSIM
Document Imaging
NSP
Fusion Middle Ware
Web Logic Server
Transition to the Cloud
© 2014 Ricoh Americas Corporation. All Rights Reserved. 6
Customer
• Service Request
• Order Supplies
• Capture Meter Reads
• iOS & Android
Employees
• Intranet
• Enterprise Collaboration
Sales
• Salesforceone
• Quote Approval app for managers
• Quoting App for Reps
• Edit Quote
• Generate document
• Submit Quote
Service Technicians
• Route Optimization
• Migration to Smartphones
• Enterprise App Store
Planned – FY14+
• Supply Chain Delivery & Acceptance
• Order capture
• Professional Services Automation
• Sales Enablement
• Order tracking through MyRicoh
• Employees – Time & Attendance, Learning Management System
• Sales Compensation
• Mobile File Sync
Anywhere,
Anytime,
Any device!
Enterprise Mobility Roadmap
© 2014 Ricoh Americas Corporation. All Rights Reserved. 7
Social Media &
Mobile
Service Virtualization, Integration and Mediation (Oracle SOA Suite)
Firewall
Customers/
Dealers/
Partners
Hosted & SaaS Applications
Cloud
Services/Hosted
Application
On-Premise
Applications
Middleware
Vertex
Field
ServiceHRMS Financials SCM
iStore &
iSupportInstall
Base
Quoting &
Order MgmtContracts
Integration Technology Landscape
© 2014 Ricoh Americas Corporation. All Rights Reserved. 8
Outcomes
Consolidated over 27,000 employees
into a single HRIS, Payroll and Benefits
system
Deployed a consolidated next
generation mobile service platform for
over 5,000 services technicians
Implemented an integrated CRM
system to enable sales force
automation with integrated selling for
more than 4,000 sales professionals
Unified employees into one company
culture through the implementation of
social collaboration platform
On target to achieve significant savings
as a result of the strategic systems
integration roadmap
ROI
© 2014 Ricoh Americas Corporation. All Rights Reserved. 9
Repeatable and scalable framework to
support and enable the acquisitions of
organizations, systems and data
Scalable, highly available integration
framework leveraging service oriented
architecture
Enabled digital experience by driving
productivity and engagement via
multi-channel user experience
Consolidated cloud based, mobile-enabled
social intranet for collaboration,
communication and engagement
Leverage a borderless national resource
pool, right person, right place, with the right
skills for pre-sales, design, consulting &
implementation
Strong foundation to tap into business
intelligence and explore emerging
technologies for predictive analytics
Outcomes
Impact
© 2014 Ricoh Americas Corporation. All Rights Reserved. 10
Enablement
Next Predictive Analytics
DataRepository
Analytics
Predictive Modeling
1
2
3
Consolidation of data from multiple
internal and external systems
1
Discovery and communication of
meaningful patterns in data
2
Encompasses a variety of
statistical techniques from
modeling, learning, and data
mining that analyze current and
historical facts to make predictions
about future, or otherwise
unknown, events
3
4
Deliver relevant information in the
right format to marketing and
sales for insight and actions
4
© 2014 Ricoh Americas Corporation. All Rights Reserved. 11
Adopted social, cloud and mobile technologies
– Better engagement with customers, improved employee collaboration
and faster time to market for new services
Integrated all types of applications
– Hosted, on-premise and cloud-based
Implemented effective mobility information strategy for
critical business services
– Customer, inventory, order information and other core functions
– Mobile Device Management
Recap & Key Takeaways
© 2014 Ricoh Americas Corporation. All Rights Reserved. 12
Questions?