Over 190,000 kilometres of service travel saved in one year

| 15 March 2021

Konica Minolta launches AIRe Link after a successful pilot phase and aims to save one billion kilometres of service travel in the next five years

In view of the COVID 19 pandemic, Konica Minolta is stepping up remote services in Europe. After a successful pilot phase lasting one year, Konica Minolta is now launching its remote visual support tool AIRe Link and moving from the open beta version to the production version. AIRe Link allows companies to identify or resolve issues with their printing equipment themselves while being supported remotely by Konica Minolta. In addition, Konica Minolta is offering the solution to external companies for use in other industries.

"The coronavirus pandemic has called the existence of many service and support processes into question. We at Konica Minolta also had to ask ourselves how we could ensure our services were of a consistently high quality while still avoiding travelling to our customers in order not to endanger the health of our customers and employees. As a result of these considerations, we developed our "Remote Services by Default" concept. As the name suggests, we want to offer remote services by default. For our customers, this means above all that they will receive our services much faster and consequently their issues will be solved more quickly. Every time we avoid a trip to the customer's site, we also save on CO2 emissions", emphasises André Ziemann, Head of Service & Support at Konica Minolta Business Solutions Europe. 
"AIRe Link is the perfect supplement to our "Remote Services by Default" concept. Using AIRe Link leads to faster identification of problems and their resolution remotely, which helps technicians travel less, troubleshoot faster, reduce costs and save on CO2 emissions. In the year that we have been using AIRe Link, we have already saved more than 3,800 on-site customer visits across Europe, which is 190,000 kilometres of service travel. This corresponds to 26.7 tons of CO2 emissions. By using AIRe Link internally and by also offering it to external companies, we want to save one billion kilometres of service travel in the next five years, which corresponds to avoiding 168 thousand tons of CO2 emissions." added André Ziemann. 

As a cloud solution, AIRe Link enables a technical specialist to see what the customer sees using the camera on the customer's smartphone or tablet. Instead of installing an application or creating an account, all the customer has to do is click an invitation link sent via text message and a session opens in the browser of their smartphone or tablet. The technical specialist can also use a live pointer or drawing in a snapshot of the customer's screen to provide visual navigation during problem analysis and to guide the customer through the rectification process.

Konica Minolta has already deployed the solution to service teams in 26 of its 30 National Operating Countries (NOCs) across Europe to reduce on-site visits, ensure higher biosecurity, decrease CO2 emissions, increase customer satisfaction and increase the efficiency of its service and support department.


AIRe Link for other industries

In addition to AIRe Link being used internally at Konica Minolta in Europe, other industries can make use of it for their devices or machines. More than 1,200 service professionals from external companies created an account in AIRe Link during the open beta phase. One example of this is the Bruker Corporation, a global company supplying high-performance scientific instruments and high-value analytical and diagnostic solutions for molecular and materials research, as well as for industrial and applied analysis. The company also has a team of service professionals located in Brno, Czech Republic. From there, it supports many customers in Eastern Europe who are using Daltonik instrument devices.

"If we have an issue with our Bruker Daltonik device, AIRe Link allows us to immediately see what the customer sees. We can often identify or even fix the customer's problem remotely using AIRe Link, which avoids travelling to the customer's premises. The customer gets a solution faster, and we save travel costs and carbon emissions. It also significantly improves customer satisfaction and ensures the well-being of service staff." said David Burian, Head of Service at Bruker.

After this positive experience and thousands of euros in service cost savings, Bruker integrated AIRe Link into their standard service and support processes.

AIRe Link is available in two versions: a free basic version and a professional version for €360 per user per year. Customers from the open beta phase have reported service travel cost savings of up to €10,000 per year per user thanks to AIRe Link. Looking at this aspect, the costs ensure an immediate return on investment.

This customer-centric approach to improving serviceability and support for its customers with AIRe Link was also recognised by Keypoint Intelligence, with Konica Minolta receiving the 2020 BLI PaceSetter Award for Serviceability and Support 2020-2021 in Western Europe for the second time.

For more information, please visit: https://www.aire.link/

About Konica Minolta Business Solutions Europe

Konica Minolta Business Solutions Europe GmbH, based in Langenhagen, Germany, is a wholly owned subsidiary of Konica Minolta Inc., Tokyo, Japan. With its unique expertise in imaging, data processing and data-based decision making, Konica Minolta creates relevant solutions for its customers - small and medium-sized businesses, large enterprises and public sector - and solves issues faced by society.

As a digital workplace solution provider, Konica Minolta helps its clients to identify and unlock the potential digitalisation holds and reach the next level in the digital maturity of their organisation by rethinking the workplace. In support of an ‘Intelligent connected workplace’, Konica Minolta offers cloud, IT, managed print and video solution services for remote working, collaboration, workflow management and automation and security. The company’s success in driving transformation is also confirmed by IDC, since the ‘IDC MarketScape: Worldwide Print Transformation 2023 Vendor Assessment’ has named Konica Minolta a “Leader” in print transformation. Konica Minolta has been a Microsoft Global Managed Partner since 2021.

Konica Minolta's Igniting Print Possibilities offering helps printers, converters and brand owners maximise workflow automation to increase efficiency. The company delivers consultancy in all communication matters as well as top-of-the-line production, packaging as well as label printers. Its finishing devices create print products that stand out and create added value. Konica Minolta has established itself as the production printing market leader for more than a decade in Europe (InfoSource).

For an increasing number of organisations, success today is more than the narrow definition of financial prosperity – it also includes protecting the environment and having a positive impact on their workforce as well as the societies they are embedded in. With its commitment to the Sustainable Development Goals (SDGs), Konica Minolta has pledged to consistently pursue its sustainability and social responsibility goals.

The company has been repeatedly recognised for its rich history of social contribution as well as for working towards achieving the SDGs throughout its business and supply chain. Konica Minolta received a GOLD Level Recognition Medal in the EcoVadis sustainability ratings for 2024.

For its remote services, Konica Minolta was awarded the prestigious ‘Buyers Lab (BLI) 2023-2024 Pacesetter Award in Remote Service for the Western European market’ from Keypoint Intelligence.

Konica Minolta Business Solutions Europe is represented by subsidiaries and distributors in more than 80 countries in Europe, Central Asia, the Middle East and Africa. With more than 8,700 employees (as of April 2023), Konica Minolta Europe earned net sales of over EUR 2.26 billion in financial year 2022/2023.

Worldwide, the company has over 39,000 employees and is operating in over 150 countries.

For more information, please visit https://www.konicaminolta.eu/eu-en/news and follow Konica Minolta on Facebook, Instagram and YouTube.

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Melanie Olbrich

Expert Corporate Communications


+49 (0)511 7404-5337