Konica Minolta empowers its re-sellers and distributors with a remote solution for their customer service

| 25 September 2020

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. 

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,” Jörg Sitzlack explains.

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. 

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.

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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.

Nico Ambruosi

Technician Spazio Ufficio