Konica Minolta Business Solutions provides a variety of solutions for the connected workplace, with a team of 750 field service engineers supporting 430,000 customers across Europe and more than 1.1 billion prints per month.<\/p>\n\n\n\n
The company has kept pace with change as workplaces have moved from entirely paper-based to hybrid paper\/digital ecosystems and is keeping pace with change in how service is delivered as well.<\/p>\n\n\n\n
With evolving customer expectations and a more sophisticated technology landscape, Konica Minolta is embracing the shift-left opportunity<\/a> in service by transitioning from a field-centric to remote-by-default service delivery model. When you consider the fact that each customer visit by a field service engineer costs Konica Minolta between 50 to 100 Euros, it only makes sense to try to increase remote resolution.<\/p>\n\n\n\n There\u2019s a difference, of course, between remote-by-default and remote-only. With its remote-by-default initiative, Konica Minolta is aiming to increase its remote resolution rate for service tickets from 20-25% to more than 50% \u2013 as well as to optimize the process for when a technician does need to be dispatched.<\/p>\n\n\n\n \u201cRemote-by-default is about finding the perfect balance \u2013 doing as much as possible remotely while ensuring the on-site work is exceptional,\u201d explains Ged Cranny, Senior Consultant, Head of Direct Service at Konica Minolta Business Solutions (UK) who was named a Future of Field Service Stand Out 50<\/a> leader in 2024.<\/p>\n\n\n\n For organizations like Konica Minolta, there\u2019s significant value in examining how traditional service delivery can be reimagined to include more self- and remote service. Doing so makes good use of readily available technology to create opportunities for quicker, more efficient resolution that benefits both customers and service provider. But modernizing service delivery is a major shift, not only in service operations but beyond. Here are five areas of focus to take from Konica Minolta\u2019s remote-by-default service delivery journey.<\/p>\n\n\n\n When exploring shift-left scenarios, some companies fear how customers who are used to the traditional on-site service experience will respond. As Ged points out, you may have some customers who will readily embrace more remote service options while others may need more encouragement; but everyone is quickly being influenced by consumer experiences and growing increasingly accustomed to on-demand solutions.<\/p>\n\n\n\n \u201cWe had some customers who were really ready to embrace this journey, and others who referred to the old playbook,\u201d says Ged. \u201cBut the playbooks are changing, and we\u2019ve shown them the benefits of what we\u2019re doing \u2013 the more we\u2019re able to show them that, look, actually this is different but it\u2019s a better way that offers greater uptime \u2013 they come along.\u201d<\/p>\n\n\n\n Ged also makes a very good point that the needle is moving quickly with younger customers who are very technology adept, used to living in an instant gratification world, and want a quicker fix. Companies like Konica Minolta need to continue to meet the needs of customers with more traditional preferences while also taking steps to evolve to what the new \u2013 and next \u2013 generations of customers will demand. \u201cWe have to create the different options that our customers need to interface with us,\u201d says Ged.<\/p>\n\n\n\n Modernizing service delivery from field-centric to remote-by-default is a major change! One that employees who are accustomed to the existing service delivery model will rightfully question and may resist. It\u2019s important to remember that resistance to change is human nature and not a reflection of the initiative. It\u2019s also important to ensure you take into account the time and energy needed to plan for and address such a major culture shift as part of your initiative.<\/p>\n\n\n\n Change management is imperative and is most impactful when you remember that what will resonate best with each stakeholder in terms of the \u201cwhy\u201d will vary. \u201cSo much of the success of a project like this is winning the hearts and minds of the teams,\u201d explains Ged. \u201cThe c-level drives change, but it needs to reach mid-management and the frontline as well, and everyone\u2019s \u2018why\u2019 is different. With the frontline, for example, we explained how IFS PSO will help to get them home on time each night because they care about that far more than the efficiency gains.\u201d<\/p>\n\n\n\nKeys to Modernizing Service Delivery<\/strong><\/strong><\/h4>\n\n\n\n
Understanding Customer Needs and Articulating Service Value<\/strong><\/h6>\n\n\n\n
Acknowledge the Major Culture Shift<\/strong><\/h6>\n\n\n\n
Consider the Ripple Effect<\/strong><\/h6>\n\n\n\n