Case Study: Konica Minolta Europe improves first-time fix rates with AIRe Link

Konica Minolta Europe cuts site visits 23% with AIRe Link

Konica Minolta Europe, a global printer company, implemented a remote-by-default strategy to resolve printer issues faster and more cost-effectively. However, their technical teams faced a communication bottleneck, as they lacked the ability to see the physical issues customers were experiencing, which often prevented a remote fix. To resolve this key challenge, they turned to the vendor AIRe Link for its remote visual support solution.

By integrating AIRe Link into their existing remote support toolbox, technicians could visually guide customers through physical troubleshooting steps. This solution from AIRe Link significantly improved their remote resolution capabilities, achieving a 23% visit avoidance rate and resolving 85% of issues on the first contact. The implementation saved Konica Minolta hundreds of thousands of euros annually in travel costs, increased customer uptime, and boosted both first-time fix rates and customer satisfaction.

Konica Minolta Europe