• Konica Minolta launches new online Remote Support solution

        • Konica Minolta Business Solutions (UK) Ltd has launched its Remote Support solution for resellers and partners, enabling them to directly support customers remotely. 

          Following a successful pilot phase, Konica Minolta is now offering the solution to partners, enabling them to resolve customers’ issues and questions regarding their Konica Minolta printing devices.

          Konica Minolta has been providing its direct customers with remote support for seven years, with more than 70,000 remote sessions held in 2019 alone. Based on this vast positive experience, the company has worked with ISL Online to develop a remote service solution for its resellers and distributors. 

          Nick Ranson, UK Director of Value-Added Services at Konica Minolta said, “we can now effectively resolve as many as 80 per cent of all issues remotely, and we are keen to provide this capability to our dealer partners by offering them this valuable tool.” 

          Using the ISL Online screen share solution, remote administration, as well as remote service, are possible both via the web or a dedicated app. The packages offer an unlimited number of supporters, with a limit of one active session at a time per package. 

          Nick added, “working with ISL Online makes it possible for us to provide our dealers with this solution at a very competitive price. Branded in a Konica Minolta design, the appearance of the remote service solution reflects the authenticity of this solution to our dealers’ customers.” 

          The COVID-19 precautions have demonstrated an additional value of remote service solutions from a safety perspective, but other considerable benefits were already clear. Many customer enquiries or issues can be quickly addressed and resolved remotely, minimising business interruptions. Fast reaction times are crucial in maintaining a good relationship with customers. The remote resolution also reduces service personnel’s travel times and expenses, which is not only cheaper and better for the environment, but also means the service team can help more customers.

          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.

          Cameron Mitchell, Partner Channel Business Unit Leader at Konica Minolta added, “COVID-19 has accelerated digital transformation and associated changes to how we work. The phased return to work brings new challenges and a demand for a new level of service agility, as those who were once office-based are now increasingly splitting their time between home and office. Remote support will become a key feature of the new normal to allow our Partner community to support their customers safely and diagnose remotely, as well as increase flexibility for both customers and employees. The demand for flexible working is likely to be there long after the pandemic is over, and Konica Minolta is at the forefront of providing the tools to support this.”

        • Stay up to date - Click here and register for FREE Channel Info online membership and enjoy unlimited access to a host of benefits including the exclusive members area of the website, downloadable business tools, current and back issues archive, priority breaking news alerts, weekly e news summary and the Channel Info app

        • Related Articles

        • Remote security top concern for decentralised procurement

          Remote security top concern for decentralised procurement

          Thursday 23rd Sep 2021
          IT heads say data leaks in the home will cause the biggest security headache over the next two years as hybrid working arrangements see employees buying and installing their own technology, according to new research by Brother UK.  More than a ...Read More...
          Lexmark agrees new European partnership with Computacenter

          Lexmark agrees new European partnership with Computacenter

          Thursday 23rd Sep 2021
          Lexmark has announced a partnership with independent UK technology partner Computacenter. The partnership will offer a better experience for enterprise customers, allowing them to work directly with Computacent...Read More...
          Kodak Alaris scoops BLI PaceSetter Award in distributed capture

          Kodak Alaris scoops BLI PaceSetter Award in distributed capture

          Thursday 23rd Sep 2021
          Keypoint Intelligence has announced that Kodak Alaris has won the Buyers Lab (BLI) 2021-2022 PaceSetter Award in Distributed Capture. This accolade recognises the OEM with the leading distributed capture technology portfolio, including single-fu...Read More...
                • About Us

                  Channel Info is the leading source of business news and information for the office dealer and reseller market. Our multi-platform approach delivers relevant, engaging and focussed content via our main printed magazine, supplements, website, digital editions, apps, newsletters and bespoke communications with an unrivalled reach across the industry. A highly trusted and respected brand for many years, the team behind Channel Info has over 60 years experience collectively in the office products, furniture, equipment and technology markets Channel Info continues to develop and adapt in order to meet the changing information needs of its readers.

                  For our latest Media packs and more details on our range of services click here

                • View Latest Issue