Evolv Technology partners with Ricoh for North America customer service

Evolv Technology, a provider of AI-based weapons detection security screening, has announced a partnership with Ricoh USA, Inc., one of the largest global service delivery organizations, to expand its customer service program.

Growth

According to the company, the partnership comes in support of recent growth as it continues to partner with venues throughout North America.

Evolv says that the new support and service partnership will leverage Ricoh’s well-established and comprehensive Service Advantage program to extend its coverage, capacity and capability to provide better, faster service for the more than 600 current customers and future venues secured by Evolv. 

Advantages

Key benefits of the expanded customer service and support program according to the company include: 

• Increased field service resources: the partnership will provide an increased workforce of highly trained field engineers to eventually include nearly 250 Ricoh technicians located throughout the US. This will provide faster enablement of resources to customers for break-fix and preventative maintenance services
• Expanded technical support desk: the company’s 24/7 help desk will now be staffed with trained technical engineers who can provide meaningful first response/Level 1 technical support from the moment of the first phone call. Over time, this team will graduate to also providing Level 2 support
• Expedited parts: in the coming months, Evolv will expand the number of locations around the country where parts are stored, enabling faster delivery

“Like Evolv, Ricoh is a customer-centric organization. We fully expect that as the partnership matures, the breadth and depth of our combined expertise will deliver incredible value to our customer base,” said Betsy Fallon, Vice President of Customer Experience at Evolv.  

“Ricoh’s service delivery and program management capabilities will enable Evolv to more rapidly scale throughout North America and better tackle the growing concerns and challenges around public safety,” said Jim Kirby, Vice President, Service Advantage, Ricoh USA.