Ricoh Implements WalkMe as Key Tool for Frontline-Driven 'Process DX'

WalkMe announced that Ricoh Co., Ltd. has adopted WalkMe as a key tool for realizing 'Process DX' led by frontline employees. As of January 2026, the system is utilized across nine platforms, involving 35,000 users within the Ricoh Group.

Ricoh is promoting the development of work environments that embody its mission, 'Empowering the Digital Workplace,' through business improvement and process reform (Process DX). Its DX division, aiming to transform into an IT organization that continuously enhances utilization, adopted WalkMe to visualize and optimize business processes and leverage data for ongoing improvements.

Ricoh has built a framework where its internal Center of Excellence (CoE) provides governance and talent development support, enabling frontline staff to identify issues and implement solutions themselves. WalkMe was highly valued for its ability to align with internal business processes without requiring modifications to the underlying SaaS packages.

Ricoh is currently promoting effective utilization across departments through five key pillars:

1. Creating a 'Ready-to-Use' State: Standardizing deployment models and infrastructure operations. 2. Creating a 'Ready-to-Learn' State: Providing learning content, training, and developer certifications. 3. Creating a 'Collaborative' State: Hands-on support from the CoE for initial implementations. 4. Creating a 'Helpful' State: Establishing technical support channels and publicizing FAQs. 5. Creating a 'Secure' State: Designing governance frameworks through role-based access control.

Tangible outcomes include cases where operation times have been halved, and significant expectations for reductions in manual creation and support costs. Ricoh intends to integrate WalkMe from the planning phase of new systems and expand its application to existing operations.