KM announces successful pilot of remote support tool
Published: 29 July 2020 | No comments yet
The current open beta will switch to a production version in 2021.
Konica Minolta has announced the successful pilot of its new cloud-based remote visual support tool, AIRe Link.
AIRe Link enables companies to identify or solve problems on their print devices themselves, whilst being supported directly by Konica Minolta remotely. The company says that this saved more than 1000 on-site customer visits across Europe during the four month pilot stage.
AIRe Link enables a technical specialist to see what the customer sees, using the camera from the customer’s smartphone or tablet. Rather than installing an application or creating an account, the customer need only click on an invitation link received via SMS and a session opens in their browser. The technical specialist can also use a live pointer or drawing in the snapshot of the customer scene, providing visual navigation during issue analysis and when guiding the customer through the correction procedure.
‘We continually focus on improving the service we provide and this is no different during the current restrictions,’ said Nick Ranson, UK director of value added services, Konica Minolta Business Solutions UK. ‘AIRe LINK enables us to not only improve uptime for our customers, but also to continue engaging with them directly and safely, in the new normal where physical interaction isn’t possible.’
Development and pilot testing of AIRe Link was naturally accelerated by the effects of the Coronavirus outbreak, especially travel restrictions and social distancing regulations. The beta version of the tool is now available free of charge to external companies, so they can also solve issues remotely when supporting their clients.