Case Study: Comprehensive Technology Evolution - Sondel

History and Context

Sondel is a company with more than 28 years of experience in the Costa Rican market, recognized as a leader in the commercialization of Personal Protective Equipment (PPE).

With more than 3,000 active customers, over 300 employees, four branches, and a presence across Central America, its operations require high levels of coordination, logistical efficiency, and business continuity.

The company’s sustained growth created a clear need: to strengthen its technological infrastructure to support expansion, optimize internal processes, and ensure a modern, standardized work environment across all locations.

Business Challenge

As the organization grew, significant challenges began to emerge within its technology environment:

• Equipment with different life cycles and non-standardized configurations.
• Decentralized support processes across branches.
• Difficulty maintaining continuous hardware and software updates.
• Different technology requirements across departments such as Management, Finance, Logistics, and Customer Service.
• Operational risks due to extended technical response times.

The company needed to transition to a comprehensive model that would ensure efficiency, control, predictability, and technological scalability.

Ricoh Solution

A strategy was designed based on a managed services model that integrated technology, support, and continuous guidance.

🔹 Managed IT Services and Device (DaaS)

The technology fleet was renewed and standardized under a managed model, incorporating a centralized help desk, remote and on-site support, end-to-end warranty management, and continuous updates of equipment and software.

This approach transformed traditional procurement into a more flexible, service-based solution.

🔹 Managed Print Services (MPS)

Remote monitoring of multifunction printers was implemented, along with preventive and corrective maintenance and automated consumables supply, ensuring operational continuity across all areas.

🔹 Audiovisual Solutions (Pro AV)

Collaboration spaces were modernized with professional technology, enhancing the experience for internal meetings and executive presentations.

The implementation was supported by technical visits, detailed needs assessments, and cross-functional coordination across different areas of the organization.

Results

The new model enabled Sondel to focus on its business strategy while its technological infrastructure operates under a managed and predictable framework:

• Comprehensive modernization of the technology environment.
• Standardization of equipment and configurations.
• Centralized support and improved incident management traceability.
• Reduced technical response times.
• Optimization of internal and administrative processes.
• Enhanced experience in collaborative spaces.

The implementation strengthened the company’s operational stability and improved efficiency across multiple areas of the business.

Technology evolved from being a reactive element to becoming a strategic enabler of growth, providing greater control, predictability, and alignment with corporate objectives.

“We are very interested in expanding this model to other subsidiaries”. Luis García, IT Manager, Sondel.

Ricoh Latin America, and Sondel acted together in support of the United Nations Sustainable Development Goals for a better future:

Ricoh at a global level is a company committed to achieving the United Nations Sustainable Development Goals (SDG) by solving social problems through business with the sole purpose of achieving economic growth, a better planet. and a better society.

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