Evolv Technology, the pioneer in AI-based weapons detection security screening, has announced a partnership with Ricoh USA, Inc., one of the largest global service delivery organisations, to expand Evolv’s customer service programme.
The partnership comes in support of recent company growth as Evolv continues to partner with venues throughout North America to help create safer places for people to live, work, learn, and play.
Support and service partnership
With an increasing customer base reflecting the demand for Evolv’s advanced screening solution, Evolv remains dedicated to world-class service to meet customer needs.
The new support and service partnership will leverage Ricoh’s well-established and comprehensive Service Advantage programme to extend Evolv’s coverage, capacity, and capability to provide better, faster service for the more than 600 current customers and future venues secured by Evolv.
Benefits
Key benefits of the expanded customer service and support program 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 United States. This will provide faster enablement of resources to customers for break-fix and preventative maintenance services.
- Expanded Technical Support Desk: Evolv’s 24x7 help desk will 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 provide 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.
Customer-centric
Ricoh’s service delivery and programme management capabilities will enable Evolv to more rapidly scale"
“Like Evolv, Ricoh is a customer-centric organisation. 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 programme 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, of Service Advantage, Ricoh USA, Inc.”
RICOH Service Advantage
RICOH Service Advantage is a lifecycle management solution for original equipment manufacturers (OEMs) of electronic technologies. Ricoh designs service maintenance programmes such as this custom customer service and support solution for Evolv for high-quality automated equipment resulting in increased efficiency, reduced costs, and improved production workflows for partners and their end-users.
Evolv’s weapons detection systems, which screen approximately one million people per day, are currently deployed at over 600 customer venues worldwide, including leading theme parks, sports stadiums, arenas, performing arts centres, industrial workplaces, hospitals, and schools.