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  • Service & Support - So far and yet so close

Remote by default transformation

Konica Minolta’s innovations help businesses to shape the future, today, changing the way people conduct business and use technology to work smarter, faster and better. As a leading Smart Data and Digital IT Services company, the company meets the changing needs of customers with our Digital Print, IoT, Artificial Intelligence and Augmented Reality solutions. Part of the global Konica Minolta Group, Konica Minolta Business Solutions (UK) Ltd is headquartered in Basildon, Essex and operates out of 8 offices across the UK, employing over 600 people.
In the summer of 2020, in the midst of the Coronavirus pandemic, Konica Minolta’s priorities were the health and safety of its employees, customers and partners as well as maintaining delivery and support of customer services, despite government lockdown restrictions. It identified ‘Remote Visual Support’ as an emerging technology that would support its strategic shift to a Remote by Default approach for both solution deployment and support. AIRe Link was successfully piloted for different use cases and then adopted as one of its remote support platforms so is now used as standard.

Advantages

  • Risk-free and cost-free pilot
  • Easy-to-use interface
  • Secured communication
  • Ability to support customers with a smartphone and the internet without the need to install an app
  • High customer satisfaction due to quick problem solving

Challenge

  • High cost and inefficiency of service travels
  • Many services travels limited due to COVID-19 travel restrictions
  • Customers asked more frequently for remote support

Solution

  • Cloud-based remote visual support tool AIRe Link



Examples of using remote visual support in Konica Minolta Business Solutions UK Ltd.

[USE CASE] New remote resolution team: Increasing the productivity of field service engineers
[REAL LIFE EXAMPLE] Saving of 352 km service trip by solving a jamming issue remotely
[USE CASE] Hybrid support – remote and on-site: Assuring first-time fix using remote investigation
[REAL LIFE EXAMPLE] Online evaluation of a quality issue leads to a first-time fix
[USE CASE] Upskilling field engineers: Remote onsite expertise and advice, instantly
[REAL LIFE EXAMPLE] Remote resolution of a faulty MFP board
[USE CASE] Customer training team: Extending virtual training with hands-on experience
[REAL LIFE EXAMPLE] Training customer staff across multiple locations, remotely
[USE CASE] Sales team: Pre-delivery site survey
[REAL LIFE EXAMPLE] Identifying a potential installation issue

Advantages

  • Risk-free and cost-free pilot
  • Easy-to-use interface
  • Secured communication
  • Ability to support customers with a smartphone and the internet without the need to install an app
  • High customer satisfaction due to quick problem solving

Challenge

  • High cost and inefficiency of service travels
  • Many services travels limited due to COVID-19 travel restrictions
  • Customers asked more frequently for remote support

Solution

  • Cloud-based remote visual support tool AIRe Link