This is exactly the type of scenario where remote servicing can deliver immediate operational benefits. Up to just a few years ago the only answer would have been to wait until an engineer can be sent – most likely early afternoon on Monday – and either delay the work or find someone else to do it at additional expense. Not an ideal situation at all but it is one a customer of ours found themselves in recently. Fortunately for them they had our remote service solution so instead of an agonizing wait over the weekend and the pain of determining how to manage the planned print jobs, they were up and running in 30 minutes.
Remote servicing provides many time and cost savings. Another client had a paper jam issue - also late on a Friday afternoon - but with remote assistance the jam was cleared and sensor adjusted. This quick and easy process eliminated the need for a 360 km round trip. The customer was also initially worried that printer had been damaged but with our expert input he quickly realized the printer was absolutely fine.
Distance is not an issue with remote assistance as a customer more than 1665 kilometres away learned. The client was very satisfied because the problem was solved in minutes. The communication with the user was fast, a defect analysis was easily completed, and the problem very quickly resolved. More than a day of travelling was saved and the implications of a system being down for that long were avoided.
Remote efficiency
Maximizing uptime by fixing the problem in minutes, without waiting for hours or days for the engineer to arrive. In almost half of all cases, issues reported are quickly and easily resolved when using remote visual support.
Reducing on premises visits by enabling the technical experts to see remotely what is happening for an immediate resolution. If a visit is required, that can be quickly confirmed, and they can arrive prepared with any required parts for a first-time in-house fix.
Increasing knowledge by helping operations fix printer issues themselves via instructions from our service staff during the audio-visual session. If there is a recurrence the team will already have the know how to get back up and running quickly.
Enabling a cleaner environment by avoiding hundreds of thousands of service visits every month. This helps contribute towards reducing CO2 emissions and achieving a more sustainable and healthier environment.
Informing proactive maintenance with the prediction of potential issues before they occur, enabling preventive maintenance and avoiding major breakdowns.
But most important of all is user satisfaction – secure, seamless connection and immediate response supports operational confidence and provide peace of mind. Versatile remote support helps to swiftly access, diagnose and resolve issues with precision and speed.
Manufacturers benefit too
In 2021, Konica Minolta Germany made 26,281 repeat customer visits costing €1.1 million. A 40% remote resolution success rate delivers savings of €442,000.
It typically takes about 1 hour to resolve an issue in a phone call between a senior technician at the company and a junior technician in the field.
Troubleshooting is faster by up to 95%.
Travel costs are reduced by up to 20%.
The success rate of first visit repair is higher by up to 12%.
Build an extensive database of valuable information as each call can be recorded with the customer‘s consent, allowing it to be listened to later. This database can also serve as instructional material for junior service technicians that will replace the current ones in the future.
Gain insights into all company-funded activities to help identify better solutions for investments, both financially and in terms of time.
Support sustainable operations by reducing unnecessary travel, eliminating fuel consumption, and improving the environment.
Reinforce their dedication to delivering exceptional service by maximizing uptime.
Service transformation
Remote service in the printing industry represents a significant advancement in how high-quality cost-effective technical support is delivered securely. Tools like Konica Minolta's
AIRe Link demonstrate the potential for remote assistance to transform service operations, offering a blend of convenience, efficiency, and enhanced customer experience. All you need is a secure internet connection and a mobile device.
drupa 2024 has shown that interest in remote service will continue to grow as the industry evolves and the adoption of such technologies becomes standard practice. Take advantage of Remote Service yourself and set new standards of service excellence together with Konica Minolta.
Contact us | KONICA MINOLTA
