Ricoh Asset Management Solutions
                     Lifecycle Services 
Leveraging your service promise to drive performance and profits
Presenters
Adam Beckerman
James Kirby
Vice President, Service Advantage
Ricoh Equipment Services & 215.439.8505
[email protected]   
Lifecycle Management Study
John R. Brandt
CEO, The MPI Group 
216.991.8390
[email protected]   
Lifecycle Services 2
Are you ready?
Ricoh Equipment Services & Lifecycle Management Study
The Ricoh Equipment Services & Lifecycle Management Study collected 
responses from 131 companies in August 2023. Study findings represent 
a range of equipment manufacturing companies:
• Location: 83% in the United States vs. 17% in Canada
• Revenues: 61% of $500 million or less vs. 39% of more than $500 million
• Top products: 37% provide equipment parts and 34% provide equipment
• Top industries: 56% serve manufacturing, 20% retail, and 13% healthcare
• Titles: 71% of respondents were senior-level executives
Results from the research can help executives of equipment manufacturers 
understand the impact that equipment services can have on their companies’ abilities 
to achieve performance targets and growth.
Note: Some charts and tables may not sum to 100% due to rounding or because multiple responses were allowed.
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Today’s agenda
• Customer equipment service needs
• Equipment manufacturers’ Lifecycle Services
• Challenges to growing lifecycle services
• Benefits from Lifecycle Services
• Case studies
• Q&A
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Customer equipment service needs
Ricoh Equipment Services & Lifecycle Management Study
Many factors negatively impact performance of installed equipment 
Improper opera... 40%
Component breakd... 37%
Improper installa... 34%
Customer customizat... 33%
Lack of routine/preventive mainten... 31%
Environmental factors (e.g., humidity, poor ventilat... 28%
Electrical fail... 27%
Material corrosion and fat... 24%
Ove 24%
Software failures/... 24%
Incompatible parts replace... 18%
Lubricant l... 18%
Poor documentation and record-kee... 15%
Thermal da... 15% Multiple responses possible
Lubricant contamina... 11%
Ot 0%
None of t... 5%
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Ricoh Equipment Services & Lifecycle Management Study
Negative impact to customers and revenues drive use of lifecycle services
Equipment problems negatively impact their customers' access to goods or serv... 44%
Customers lack inhouse maintenance skills/ta... 43%
Equipment problems negatively impact their revenues and/or profitabi... 40%
Equipment problems negatively impact their employee or customer sa... 33%
Difficulty keeping up with frequent product changes or user adoption challe... 31%
Equipment technologies change too rapidly for customers' maintenance staff to kee... 17%
Ot 0%
None of t... 2%
Multiple responses possible
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Ricoh Equipment Services & Lifecycle Management Study
5% More than $1 million (2%)
A majority of 21%
$501,000 to $1 million
customers 
lose more $250,001 to $500,00030%
than $100,000 $100,001 to $250,000
per hour due 
31% $10,000 to $100,000
to downtime
Less than $10,000 per hour
12%
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RICOH CASE STUDY
Ricoh addresses challenges of xxxxxx equipment 
manufacturer
Ricoh addresses challenges of xxxxxx equipment manufacturer
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Equipment manufacturers’ Lifecycle Services
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1
Ricoh Equipment Services & Lifecycle Management Study
Equipment sales account for the highest 
percentage of company revenue
35% 30% 26%
20% 23% 25% 16%
10%
Average Median
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Ricoh Equipment Services & Lifecycle Management Study
A majority of equipment manufacturers offer comprehensive lifecycle 
services  — e.g., training, provisioning and set up, repair (break/fix) 
maintenance, preventive maintenance, parts and reverse logistics,         
level 1 and 2 support — to less than half of customers
8% 20% 20% 14% 9% 12% 5% 8% 2%1%2%
10% or less (0%) 1-10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-99% 100%
Answered only by respondents with sales of lifecycle services.
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Ricoh Equipment Services & Lifecycle Management Study
Equipment installation is the service most likely to be offered
Equipment installation and s... 61%
Help desk call sup... 52%
Preventive mainten... 51%
Workflow develop... 49%
Customer training and documenta... 42%
Repair (break/fix) mainten... 40%
Site survey and equipment consul... 39%
Warranty repairs and excha... 38%
Spare parts and supply/consumable inventory manage... 35%
Real-time equipment monito... 32%
Remote engineering sup... 32%
Onsite program manage... 30%
Managed services (please speci... 2% Multiple responses possible
Answered only by respondents Ot 0%
with sales of lifecycle services.
None of t... 1%
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Ricoh Equipment Services & Lifecycle Management Study
3%
7% More than $50 billion (1%)
17%
$25 billion to $50 billion
Many companies $10 billion to $25 billion
have installed 30%
bases worth more $1 billion to $10 billion
than $500 million $501 million to $1 billion
28%
$101 million to $500 million
15% Less than $100 million
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RICOH CASE STUDY
Ricoh addresses challenges of xxxxxx equipment 
manufacturer
Ricoh addresses challenges of xxxxxx equipment manufacturer
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Challenges to growing Lifecycle Services
1
7
Ricoh Equipment Services & Lifecycle Management Study
Cost is the top constraint for customer adoption of new technologies
Cost of new technolo... 49%
Integrating new technologies with existing equip... 37%
Complexity of new technolo... 33%
Integrating new technologies into existing business sys... 28%
Inability to customize new technolo... 27%
Concern about selection of the right new technolo... 26%
Training staff to operate new technolo... 26%
Potential equipment obsolesc... 22%
Retaining employees who resist using new technolo... 18%
O 0%
None of t... 2%
Multiple responses possible
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Ricoh Equipment Services & Lifecycle Management Study
Geographic breadth and parts management are top service challenges
Geographic breadth of installed equipment ... 35%
Maintaining optimal parts and supplies invento... 33%
Costs to provide lifecycle service operat... 29%
Lack of skills/talent — installation and integra... 27%
Insufficient or no inhouse lifecycle services training pro... 25%
Inability to scale lifecycle services with sales growth or geographic expan... 22%
Lack of skills/talent — electromechanical technical sk... 22%
Little or no communication with installed equipment base at custo... 22%
Lack of confidence in first-time fix capabili... 17%
Lack of skills/talent — customer service and sup... 16%
Don't believe that lifecycle service can be profit... 15%
Service outcomes not meeting customer expectat... 10%
Ot 1%
None of t... 5%
Multiple responses possible
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Ricoh Equipment Services & Lifecycle Management Study
Most companies use third-party contractors for some lifecycle services work
0% 1-10%
2% 9%
12%
Answered only by respondents with 11-20% 21-30%23%
sales of lifecycle services.
23%
31-40% 41-50% 
31%
More than 50% (1%)
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RICOH CASE STUDY
Ricoh addresses challenges of xxxxxx equipment 
manufacturer
Ricoh addresses challenges of xxxxxx equipment manufacturer
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Benefits from Lifecycle Services
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2
Ricoh Equipment Services & Lifecycle Management Study
Lifecycle services improve performances for multiple metrics
Customer satisfaction 36% 45% 13% 5% 1%
Revenues 31% 52% 10% 6% 1%
Profitability 30% 50% 13% 5% 2%
Innovation capabilities 27% 36% 32% 5%0%
Number of customers 27% 41% 20% 11% 1%
Number of markets served 23% 42% 27% 5% 3%
Significantly improved Somewhat improved No change Somewhat declined Significantly declined
Answered only by respondents with sales of lifecycle services.
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Ricoh Equipment Services & Lifecycle Management Study
Equipment manufacturers that offer comprehensive lifecycle services to 
more than 50% of customers achieve better results in performances
Significant performance Equipment manufacturers that provide 
improvements to ... comprehensive lifecycle services to more than Other equipment manufacturers50% of installed base
Revenues 44% 25%
Customer satisfaction 44% 33%
Innovation capabilities 34% 24%
Number of customers 34% 24%
Number of markets served 34% 18%
Profitability 31% 29%
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Ricoh Equipment Services & Lifecycle Management Study
Equipment manufacturers that offer comprehensive lifecycle services to 
more than 50% of customers achieve better results in metrics (averages)
73%
Machine availability at customer sites
68%
77%
Renewal rate for lifecycle services
70%
78%
Customer retention
Other equipment manufacturers 71%
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Ricoh Equipment Services & Lifecycle Management Study
Equipment manufacturers that offer comprehensive lifecycle 
services to more than 50% of customers are more likely to rely on 
third-party contractors for more than 20% of lifecycle services work
Equipment manufacturers that provide comprehensive lifecycle services to more than 50% of installed base 53%
Other equipment manufacturers 32%
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RICOH CASE STUDY
Ricoh addresses challenges of xxxxxx equipment 
manufacturer
Ricoh addresses challenges of xxxxxx equipment manufacturer
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Ricoh Service Advantage Delivers Results
Are you ready?
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Q&A
Enter your questions in the Q&A or follow up with us at:
Ricoh-usa.com
Ricoh.ca
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