Due to the impact of the COVID-19 pandemic and associated government restrictions, visiting customers on-site remains a challenge for health and safety reasons. To maintain vital customer support, the Konica Minolta team has switched to addressing faults remotely first – a remote by default approach. If issues can’t be solved using remote access platforms which connect to the customers’ device, technicians use Konica Minolta’s remote visual support tool AIRe Link which enables technicians to see what the customer sees using the camera on the customer’s smartphone.
Using AIRe link, technicians can guide the customer through a series of remedial steps which mean the issue can often be solved remotely. A key benefit of the tool is that the customer does not need to download an app or create an account – so technicians can establish a visual session with any customer, instantly. Both simple and complex issues can be solved remotely, meaning on-site visits by a field service technician aren’t necessary which is safer for all concerned, but also means the customer’s service is back online quicker.