Konica Minolta Business Solutions Europe has been awarded the Buyers Lab (BLI) 2023-2024 Pacesetter Award in Remote Service for the Western European market from Keypoint Intelligence.
The award assessed seven key areas: Vision, Innovations, Achievements (customer reach), Serving the Remote Worker, Serving the Enterprise, Regional Marketing, and Channel Activities.
In its summary of the award, Keypoint Intelligence highlighted Konica Minolta’s “strong vision and innovative offerings that enable companies to solve technical issues remotely with ease, supporting hybrid workforces.” It also praised “augmented reality (AR) functionality through AIRe Link, Konica Minolta’s visual support tool so technicians can look at issues remotely in real-time without the need for on-site visits”. Konica Minolta’s easy-to-optimise and comprehensive tools would “ensure devices get the kind of service that is needed for any given issues that arise” and to serve customers “quickly without the need for much administrative work”.
“Konica Minolta is leading the charge in providing exemplary remote services to fix MFP devices in the Western European market,” said Keith Haas, Analyst at Keypoint Intelligence. “Between the development of AR technology with AIRe Link, continually enhancing predictive models, and providing enterprises with various services to monitor and manage their remote workers among other points of innovation, Konica Minolta’s customers are set to work productively and efficiently regardless of where they work.”
André Ziemann, Head of International Service, Konica Minolta Business Solutions Europe said: “We are proud to be recognised in the latest BLI Pacesetter Award by Keypoint Intelligence. As part of our vision for the digital workplace, which we call the Intelligent Connected Workplace, Konica Minolta has implemented a ‘Remote by Default and Design’ approach to assisting customers.”
He added, “We have more than 800,000 remotely managed print devices in our IOT platform (DRM), with ~25,000 Machine-to-Machine communications per month. Our clients experience not only fast and qualitative support responses as well as maximum service uptime, but also reduced workload for their own IT operational teams. Through this approach, more than 30% of all support calls are nowadays solved remotely without the need for an on-site intervention. For Konica Minolta this means we can keep offering high value competitive service while further decreasing our CO2 emissions.”
To judge the award Keypoint Intelligence invited the top document imaging OEMs to participate in an in-depth study covering a comprehensive range of remote service areas. Its analysts then applied a proprietary scoring matrix to determine the winner in the Western European market.
