Case Study: Konica Minolta achieves a 360-degree customer experience transformation with SAP Business Technology Platform

Konica Minolta - Customer Case Study

Konica Minolta, a Tokyo-based electronics company, wanted to modernize its customer experience and create new product and service offerings beyond traditional print. The company faced isolated customer engagement, a manual EOI process that caused lost opportunities, limited customer insight, and poor visibility into billing, service needs, and cross-sell potential. SAP was used as the platform foundation, including SAP Business Technology Platform.

SAP helped Konica Minolta and its implementation partner build Insight Hub, a mobile-first customer portal with self-service, CRM and billing integration, analytics dashboards, and real-time service-ticket visibility. The solution transformed more than 10 business processes, increased customer touchpoints from annual to fortnightly, and reduced customer support queries by 10% in Phase 1. It also went live in May 2023 with 86 end users and was targeting up to 100 orders per week in the first six months.

Konica Minolta

Antoniette De Marco

General Manager, Technology