Innovative Change in Marketing and Service in MFP Business by Big-Data Analytics

Abstract

A number of companies have introduced IOT platform which captures various kind of customer's information regarding their product use. However, there are not so many companies who can gain business benefit with utilizing the information. @Remote, the remote managing system by Ricoh corp., has accumulated big-data regarding MFP usage by the customers. With the big-data, we conduct two types of analytical projects for achieving good business result. For the purpose of customer retention, marketing analytics provides effective marketing proposal and suitable visit timing optimized for each customer. To decrease in MFP failure, predictive maintenance analytics yielded failure sign and the suitable maintenance measure to each customer engineer.

For business success, analytical results are improved again and again with evaluation by sales and service personnel who use the data on customer's site.