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
Remote service in the printing industry has become increasingly essential, particularly with the advancements in technology and the rising demand for efficiency and minimal downtime. Print service providers are leveraging remote support tools to access, diagnose, troubleshoot, and resolve issues without the need for an on-site visit, leading to quicker resolution times and reduced operational costs.
In most cases up to 80% of problems can be solved, and work recommenced immediately, with no need to wait for service support at the location.
The operational benefits of remote visual support include:
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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.
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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.
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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.
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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.
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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
Remote servicing support streamlines the process and generates substantial cost savings for systems manufacturers too. It cuts down on travel expenses, technicians' time, and vehicle running costs. At the same time it prioritizes user satisfaction.
The statistics speak for themselves:
In 2021, Konica Minolta UK had a total of 16,051 trips due to a minor technical problem. Our commitment is to reduce that number by at least a third, saving the company €220,000 per year.
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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.
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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.
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Troubleshooting is faster by up to 95%.
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Travel costs are reduced by up to 20%.
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The success rate of first visit repair is higher by up to 12%.
Everyone is a winner!
With AIRe Link, Konica Minolta’s specialized tool, issues can be resolved in 10 to 15 minutes. To date it has enabled hundreds of thousands of customers to be assisted in the form of real-time remote visual support. Working via a mobile phone camera, tablet device or with smart glasses, AIRe Link enables engineers to observe the printer as if they were operating on-site and discuss any solutions that may be implemented. With Smart glasses a snapshot of the view can be taken and an area highlighted for a clearer understanding while hands can be kept free for a faster fix.
Remote servicing can also enable operations to:
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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.
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Gain insights into all company-funded activities to help identify better solutions for investments, both financially and in terms of time.
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Support sustainable operations by reducing unnecessary travel, eliminating fuel consumption, and improving the environment.
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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.