Konica Minolta Australia has announced the launch of its new Insight Hub, aimed at delivering one unified customer experience for clients to move beyond print and engage with Konica Minolta as a partner for managed information technology (IT) services.
Konica Minolta’s Insight Hub, developed locally, is designed to help clients become more data-centric, starting with their devices. The new platform supports two-way communication with full visibility of the status of IT service tickets and tracking for technology dispatch or maintenance. Achieved through an application programming interface (API) that is integrated into a client’s IT service management (ITSM) system and whitelisted, it ensures Konica Minolta’s service level agreements (SLAs) start at the same time. Tickets are raised in one application through the client’s ITSM, effectively eliminating double handling of tickets, accelerating time to resolution, and streamlining support and operations.
Ted Garner, Chief Strategy Officer, Konica Minolta Australia, said, “Konica Minolta is known for its premium brand and best-in-industry customer service. Clients work with us for a reason, and we want to continue to add value to our partnerships. The launch of the Insight Hub is based on the culmination of customers’ print and IT challenges along with the demand for data, insights, and services. Konica Minolta’s Insight Hub puts power back in the hands of our clients and lets us collaborate more meaningfully to give shape to their entire transformation journey.”
Konica Minolta’s Insight Hub offers a real-time, end-to-end digital service with an insights dashboard for better device management, proactive performance-managed services, and invoice management for visible orders, delivery, and implementation, with customised dashboards for individual personas to match their experience to the information they need. The Insight Hub is not locked to individual licences, ensuring users can access it with no restriction regarding the number of users and is invoiced on an account-based fee.
As part of Insight Hub, clients will also have access to a dedicated customer experience manager (CX manager) to help explore solutions and IT services that complement their technology roadmap. The Insight Hub delivers greater levels of data-driven insights for Konica Minolta’s CX managers to take a more proactive approach with clients, including developing the client’s technology roadmap and forecasting based on trends, insights and objectives.
Ted Garner said, “The Insight Hub connects technology, process and people, giving clients greater levels of self-service, coupled with direct access to a dedicated CX manager to review trends in data and assess wider customer behaviour to resolve challenges more holistically.”
“The Insight Hub is Konica Minolta’s first step in a customer experience-led transformation. It builds on and augments existing relationships with customers, meeting them where they are already familiar with the brand. It offers a trusted partner that already knows and understands their business, extending their premium customer service beyond print services for a more holistic, single-customer experience for their digital future. The Insight Hub is the first step for customers to self-serve Konica Minolta management and unlocks more IT services and support that can act as an extension to their own IT team.”
For more information visit: konicaminolta.com.au/home
