Konica Minolta awarded BLI 2023-2024 Pacesetter Award in Remote Service from Keypoint Intelligence.
Konica Minolta has been awarded the Buyers Lab (BLI) 2023-2024 Pacesetter Award in Remote Service for the Western European market from Keypoint Intelligence, the world’s foremost market research firm and independent evaluator of document imaging hardware, software, and services. Based on research, this award recognises Konica Minolta as having the leading remote service offering. The award assessed seven key areas: Vision, Innovations, Achievements (customer reach), Serving the Remote Worker, Serving the Enterprise, Regional Marketing, and Channel Activities.
Remote services are becoming increasingly important as more and more companies adopt hybrid forms of working. After the initial outbreak of the COVID-19 pandemic, Konica Minolta set out to establish "Remote Service by Default and Design" in Europe to eliminate the need for on-site service. 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.”
“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.”
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.”
If an issue can’t be fixed remotely, Konica Minolta’s team can use its Remote Services and Support portfolio to guide a user or member of the customer’s IT team through the resolution process on the spot. Additionally, if a field engineer visit is needed, it can gather information about the issue in advance to make the visit as efficient as possible.
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.
About Keypoint Intelligence
For 60 years, clients in the digital imaging industry have relied on
Keypoint Intelligence for independent hands-on testing, lab data, and extensive market research to drive their product and sales success. Keypoint Intelligence has been recognized as the industry’s most trusted resource for unbiased information, analysis, and awards due to decades of analyst experience. Customers have harnessed this mission-critical knowledge for strategic decision-making, daily sales enablement, and operational excellence to improve business goals and increase bottom lines. With a central focus on clients, Keypoint Intelligence continues to evolve as the industry changes by expanding offerings and updating methods, while intimately understanding and serving manufacturers’, channels’, and their customers’ transformation in the digital printing and imaging sector.
If an issue can’t be fixed remotely, Konica Minolta’s team can use its Remote Services and Support portfolio to guide a user or member of the customer’s IT team through the resolution process on the spot. Additionally, if a field engineer visit is needed, it can gather information about the issue in advance to make the visit as efficient as possible.
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.
About Keypoint Intelligence
For 60 years, clients in the digital imaging industry have relied on
Keypoint Intelligence for independent hands-on testing, lab data, and extensive market research to drive their product and sales success. Keypoint Intelligence has been recognized as the industry’s most trusted resource for unbiased information, analysis, and awards due to decades of analyst experience. Customers have harnessed this mission-critical knowledge for strategic decision-making, daily sales enablement, and operational excellence to improve business goals and increase bottom lines. With a central focus on clients, Keypoint Intelligence continues to evolve as the industry changes by expanding offerings and updating methods, while intimately understanding and serving manufacturers’, channels’, and their customers’ transformation in the digital printing and imaging sector.
