Customer Service Technology

The Best Customer Service Technology

• www.mykmbs.com

• Motorola/Symbol Mobile Platform

• bizhub vCare

• Digital Solutions Center

mykmbs.com

www.mykmbs.comThe Best

Customer Service Portal

mykmbs.com

Industry Leading eCommerce System• Unlike some competitors, system is NO CHARGE• Eliminates any waiting on hold to contact KMBS• Access provided 24/7• Provides total transparency for customer• Service reports without waiting for response• Response time tracking• Uptime tracking• View One Unit or Entire Fleet• Parts usage details• Supply order/shipping tracking

Mykmbs.com

Placing Service Calls

Uptime Reports

Parts/Labor Details

• Proof of time spent by technician

• Proof of parts being used

• Proof of factory original parts being used

• Value of parts• Value of labor• Total value of call shown• “THIS IS NOT AN

INVOICE”

Customer Provided With Proof

Symbol Mobile Platform

The Best

TechnicianTechnology

Tool

Symbol Mobile Platform by Motorola

KMBS mobile field service

KMBS Branch technicians are equipped with state-of-the-art mobile technology platform

• Functionality designed to support the service delivery process

• Access to real-time call updates• Visibility to the extensive parts

network• Improve service responsiveness

through team view of open service calls and the ability to manage and transfer calls from the device

Superior Mobile Technology

KMBS mobile field service

• Electronic Customer Signature capture on the device to ensure clear communication to the customer

• Email a PDF copy of the work order report to one or more contacts

• Part searches can be performed giving the technician real-time access to their trunk stock, team inventory, branch warehouse & national parts warehouses

• Part orders directly from the device• Emergency orders can be sent

directly to the customer site to help maximize up-time

Superior Mobile Technology

vCare

The Best

RemoteDevice

Communication

vCare

• bizhub vCare is a Konica Minolta-developed Device Relationship Management (DRM) application also called:

CS Remote Care. – This technology is deployed nationwide in the U.S. and worldwide

by Konica Minolta’s national operating companies.

• KMBS’ bizhub vCare consists of embedded technology within the Konica Minolta MFP and an off-site vCare Server:– The vCare-enabled MFP communicates diagnostic and counter

*information to the vCare Server based on the schedule set within the MFP. *MFP data format is machine code

– bizhub vCare works in the background and never interferes with the operation of the MFP.

What is ?

vCare

Enhances the bizhub Customer Experience Automated & timely meter reporting;

Time & cost savings for Customers Real-time service alerts with automated Service Tech

dispatching Pro-active MFP monitoring for the connected fleet by

Service Managers w/access to vCare Solution! Intelligent supply notifications from vCare will soon

trigger Auto-Supply Replenishment orders direct to the MFP site!

vCare

Which Konica Minolta Products Are Compatible?

• Konica Minolta offers vCare for ALL its Office Workgroup models 20ppm and higher, and Production Print models up to 120ppm B/W and 80ppm Color

–The vCare technology is embedded in the MFP… there’s nothing else required.

vCare

Accurate and Timely Meter Reporting

• The vCare Solution: bizhub vCare reads the MFP meters in the background, requiring NO customer intervention– Meters are always read on-time– Meter reads include the b/w and color meters– Billing errors are eliminated though accurate vCare meter reads

vCare

Reduced Downtime ThroughReal-Time Service Alerts

• bizhub vCare immediately alerts the KMBS bizhub Customer Care Center when an MFP breakdown occurs and provides the EXACT problem code.

• The BCCC immediately dispatches a Service Tech to the MFP site.– vCare tracks hundreds of MFP diagnostic areas

with pinpoint accuracy for improved service – MyKMBS.com displays vCare-generated

service alerts

vCare

Optimized Uptime WithIntelligent Supply Management

• Available in late 2010.• Konica Minolta will be providing customers with Intelligent

Supply Management through vCare:– Customers will have the right level of supplies available based on

specific MFP consumption!– Running out of toner should no longer be a worry…

– KMBS will auto-replenish your MFP supply items through automated vCare supply alert messaging

Example of Competition

Xerox’s Free Offering is “mysupport.com” offers:-Security alerts-Support bulletins-Newsletter-Product documentation-Software updates-Meter read history-View toner levels

What you can NOT do:-Place service call-Place order for supplies-View service history-No transparency

Customer Service

• “Can you see how KMBS has made our customer service as easy as on-line banking?”

• “Wouldn’t you agree that all your vendors should give you this level of transparency?”

• “Have you ever seen a more efficient way to manage your fleet?”

• “How much time will this save you in managing your investment?”

• “Is there a better partner than KMBS?”

Sample “Tie Downs”

Digital Solutions Center

KMBS Digital Solutions Center

UnmatchedToll-Free

Application Support

Digital Solutions Center Goals• Provide single point of contact for MFP/Connectivity

solutions. (MFP/Network/Desktop Application)

• Provide rapid resolution to customer

• Service dispatch avoidance

• Presale Proof of Concept

• 15 years serving customers

Digital Solutions Center

Highly Experienced Engineers

•Systems Support Engineers, average tenure 13 years

• Prior experience with MFP or digital technology

• Advance certifications from Microsoft, Novell, Apple, Sun,

CompTIA and others.

• Outward Associate Certified.

• Many others with Advance Outward Certifications.

Digital Solutions Center

Virtual Onsite Support (VOS)Remotely control customer’s computer.• PC & Mac with Citrix GoToAssist system• Used with >25% of calls• Preemptive troubleshooting & customer training• High customer satisfaction

Digital Solutions Center

Computerized Contact Management •Cloud based Automatic Call Distribution (ACD) system•Accessible remotely for Disaster Response•No geographic restrictions for agents•Handles multiple forms of contact

•telephone calls•voice mail•email messages

Digital Solutions Center

Operations• Operating hours: • DSC: 8:00 AM – 6:00PM, M-F. (Eastern)• Extend support for Production Print is available until

12:00 AM and weekends.

Caller Profile:

65.33

31.79

1.44 1.44% Callers

Customer

Technician

Sales

SE

Digital Solutions Center

Inbound Call Routing- Inbound calls are routed to the appropriate pool of

system engineers- The call is presented to an available systems

engineer, who answers the phone- There is no internal escalation (level 1, 2, 3, ...)  - The system will also accept voice mail and email.  - The system treats all inbound communications the

same, pushing it to the appropriate agent.- For example, if a caller is in queue and

wish to leave a voice mail for a call back,

the voice mail is captured by the

system and is present to the agent. 

Digital Solutions Center

Interface With Customer’s HelpDesk

• We work pursuant to the customer’s desires.  - Some large companies desire for us to work with their

help desk to maintain administrative control of the trouble ticket. 

- Other customers a relieved to offload working printing/scanning problems onto a third party.

- Designed to primarily support MFPs- Calls for support for desktop

printers are routed to our

center in Mobile, Alabama

Digital Solutions Center

Customer Relations Database

•Service Call logs

Digital Solutions Center

Digital Solutions Center Web

Virtual On-Site

Support

Email/Web Form

Digital Solutions Center

SUMMARY

-Simitri HD-Media Handling-Emperon-bEST-8 Bit Color-Data Security-Green Design-Customer Service Technology

Konica Minolta Distinctives

Konica Minolta Distinctives

SUMMARY

DO YOU NOW BELIEVE?