Providing their customers with fast and effective support whenever they encounter an issue – this is the central building block for a positive, long-term relationship between suppliers and their customers.
Together with its partner ISL Online, Konica Minolta has developed a powerful tool for this purpose. After a highly successful pilot phase, Konica Minolta Business Solutions Europe is now offering its Konica Minolta Remote Service solution for its re-seller and distributor partners in Europe, Central Asia, the Middle East and Africa. Clients can remotely resolve customers’ issues and address any questions regarding their Konica Minolta printing devices.
Konica Minolta has been providing its direct customers with remote support for seven years. More than 70,000 remote sessions were held in 2019 alone. Based on this vast positive experience, Konica Minolta has worked with ISL Online to develop a remote service solution for its re-sellers and distributors. “We can effectively resolve as many as 80 percent of all issues remotely with ISL Online,” says Jörg Sitzlack, Technical Manager for IT Managed Services at Konica Minolta Business Solutions Europe: “We are now able to make this valuable tool accessible to our dealer partners.” The packages offer an unlimited number of supporters, with a limit of one active session at a time per package.
ISL Online is a proven and secure remote service solution that has been rated number one in the Remote Support Software category by Gartner’s Get App. “Working with ISL Online makes it possible for us to provide our dealers with this solution at a very competitive price. Branded in a Konica Minolta design, the appearance of the remote service solution reflects the authenticity of this solution to our dealers’ customers. COVID-19 precautions have demonstrated an additional value of remote service solutions. The benefits extend way beyond that, however. Independent of their location, many customer inquiries or issues can be quickly addressed and resolved remotely, minimising business interruptions for them. Such fast reaction times are crucial to maintaining a good relationship with the customer,” Jörg Sitzlack says. Furthermore, being able to resolve many issues without actual physical presence reduces service personnel’s travel times and expenses. “Your service team can use their time for what they do best: helping your customers,” he adds.
Using the ISL Online screen share solution, remote administration as well as remote service are possible both via the web or a dedicated app. Spazio Ufficio is one of 52 re-sellers and distributors from 20 countries that were part of Konica Minolta’s pilot launch phase. “This solution truly unburdens our customer service team,” says Nico Ambruosi, Technician at Spazio Ufficio, with regard to his dealership’s experience with Konica Minolta’s Remote Service solution. “The software is very fast and easy to use, so in many cases we can resolve the issue directly. The intuitive and very simple graphical interface, together with the option of being able to register while providing remote assistance is very convenient. Functions like the pointer and highlighter tools are very useful for us and help accelerate our issue resolution for our customers and save us valuable time.”
To further support its resellers and distributors in their customer service, Konica Minolta has recently released an open beta version of an additional remote visual support tool, AIRe Link. This cloud-based solution enables a technical specialist to literally see what their customer sees, using the camera on the customer’s smartphone or tablet. With AIRe Link, issues can be identified even faster, and very often the problem can entirely be resolved remotely. As an open beta version, AIRe Link can be tested free of charge.
About Konica Minolta Business Solutions
Konica Minolta Business Solutions Europe GmbH, based in Langenhagen, Germany, is a wholly owned subsidiary of Konica Minolta Inc., Tokyo, Japan. Konica Minolta enables its clients to champion the digital era: with its unique imaging expertise and data processing capabilities, Konica Minolta creates relevant solutions for its customers and solves issues faced by society. As a provider of comprehensive IT services, Konica Minolta delivers consultancy and services to optimise business processes with workflow automation. The company further offers its customers solutions and managed services in the field of IT infrastructure and IT security as well as cloud environments. With regard to its office printing solutions, ‘IDC MarketScape: Worldwide Print Transformation 2020 Vendor Assessment’ stated that Konica Minolta is ‘recognised globally as a leader in print transformation’. As a strong partner for the professional printing market, Konica Minolta offers business consulting, state-of-the-art technology and software and has established itself as the production printing market leader for more than a decade in Europe (InfoSource). Its Business Innovation Centre in London and four R & D laboratories in Europe enable Konica Minolta to bring innovation forward by collaborating with its customers as well as academic, industrial and entrepreneurial partners. For its innovative service approach that complements their devices perfectly, Konica Minolta was awarded the prestigious ‘Buyers Lab PaceSetter Award for Serviceability and Support 2020/2021’ from Keypoint Intelligence. Konica Minolta Business Solutions Europe is represented by subsidiaries and distributors in more than 80 countries in Europe, Central Asia, the Middle East and Africa. With approximately 10,000 employees (as of April 2020), Konica Minolta Europe earned net sales of over 2.34 billion in financial year 2019/2020.