Success stories | Moving Ideas Forward

Moving Ideas Forward

EFQM
1 November 2011
Sustaining Outstanding Results
Services

Ricoh Belgium

EFQM Recognised for Excellence 5 Star and the Benelux Excellence Award in November 2011.

"The Benelux Excellence Award recognises the expertise and dedication of everyone at Ricoh Belgium. We have grown the business through the crisis, but we have the desire to do even better.  I am convinced the best is yet to come."
Eric Gryson, CEO, Ricoh Belgium

Background

A subsidiary of Ricoh Europe, Ricoh Belgium is responsible for the marketing, sales and servicing of Ricoh products in Belgium and Luxembourg. Ricoh Belgium has a total of 715 employees and generated over €170 million in annual net sales in FY2010. They have a market share of 35% in their core market.

The Head Office of Ricoh Belgium is located in Vilvoorde, with satellites at Temse and Nivelles in Belgium and Bertrange in Luxembourg.During the last 4 years there have been a number of acquisitions and integrations as Ricoh seeks to build their global brand and capabilities.

Benefits of implementing the EFQM Excellence Model

  • Ricoh Belgium is consistently amongst the top performing sales companies in Ricoh Europe.
  • Ricoh Belgium has sustained their financial performance, both in terms of turnover and profit, throughout the financial crisis by competing on service, rather than price.  Compared to 2009, turnover increased by 11% and profit by 25% in 2010.
  • The stated customer intention to repurchase has increased from 65% in 2008 to 75% in 2011.  This has secured their position as market leader.
  • Ricoh Belgium has successfully grown through mergers and acquisitions, achieving an exemplary integration of the people, with the management team generating a "one family" atmosphere.

Ricoh Belgium received 5 Star Recognised for Excellence and the Benelux Excellence Award in November 2011.

"Ricoh Belgium is agile and responsive.  By providing the customer with a different experience; an integrated suite of products and services that meet business needs, they have increased customer loyalty, despite the crisis." 
Alexis Willems, Assessment Team Leader