How Ricoh Reimagines Customer-Centric Commerce with a Self-Service Portal | 2025

Описание: How is a Self Service Portal reshaping customer-centric B2B commerce? Hear directly from our experts speaking at #SprykerEXCITE.

Speaker(s): Neal Ross, CTO, RICOH Australia (main speaker) · Deepa Sharma, Director, Nagarro (intro & partner context)

What's inside:
💡 Why self-service is core to customer value in B2B—and how Ricoh shifted from "product boxes" to digital services first
💡 Building a customer portal that surfaces orders, tickets, invoices, asset telemetry, and account data in real time
💡 Voice of Customer: inviting top customers early to co-shape features and UX; measuring adoption and satisfaction
💡 From RFPs to 45-day go-live: lean stakeholder model, use-case RFP alternative, disciplined sprints, and a clean data lake feeding Spryker
💡 The shift-left business case: moving interactions from field/sales to self-service for faster answers and lower cost-to-serve
💡 Rollout playbook & scale: AU → NZ → PH → SG; toward 10k+ customers and multi-country expansion
💡 AI stance: start with agent assist before customer-facing AI; train on real cases, then deploy

____________________________________

If you're exploring Self Service Portal capabilities or want to see how Spryker supports your model, explore our resources or book a conversation with our team.
👉 Book a demo: https://spryker.com/request-a-demo
👉 Why Spryker? Read our customer stories: https://spryker.com/customer-stories

____________________________________

Get in touch with Spryker

www.spryker.com
Join the Spryker Community: https://commercequest.space/
LinkedIn:   / spryker  
Instagram:   / spryker  
X:   / sprysys  
SprykerEXCITE: https://spryker.com/events/excite-2025/

____________________________________

About this video

A fireside chat on Self Service Portal strategy and execution in B2B. Covers customer-centric design (voice of customer), lean delivery to a 45-day MVP, data foundations (single connector + lake), and the shift-left economics behind self-service. Features Neal Ross (RICOH Australia) with partner context from Nagarro. Practical insights, real examples, and a roadmap to scale across countries and product lines.
#SelfServicePortal #B2BCommerce #CustomerExperience #Spryker #Ricoh #DigitalSelfService

____________________________________

Chapters
​​0:00 - Introduction
1:30 - Nagarro and Spryker
3:00 - About Ricoh
3:49 - How to serve customers better than the competition
5:00 - Key Benefits of Self-Service Portal in B2B
7:00 - Digital Self-Service Best Practices
9:00 - Platform Features: Self-Service Customer Service
11:00 - How B2B Portals Improve Customer Satisfaction
13:00 - Reducing Operational Costs via Self-Service
15:00 - 24/7 Access for Efficient Support
17:00 - How to Implement a B2B Self Service Portal
19:00 - Real-World Examples & Success Stories
21:00 - Summary: Benefits of Self-Service Portal