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Transcript of Customer Service Technology The Best Customer Service Technology Motorola/Symbol Mobile Platform...
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Customer Service Technology
The Best Customer Service Technology
• www.mykmbs.com
• Motorola/Symbol Mobile Platform
• bizhub vCare
• Digital Solutions Center
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mykmbs.com
www.mykmbs.comThe Best
Customer Service Portal
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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
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Mykmbs.com
Placing Service Calls
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Uptime Reports
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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
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Symbol Mobile Platform
The Best
TechnicianTechnology
Tool
Symbol Mobile Platform by Motorola
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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
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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
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vCare
The Best
RemoteDevice
Communication
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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 ?
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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!
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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.
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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
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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
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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
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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
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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”
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Digital Solutions Center
KMBS Digital Solutions Center
UnmatchedToll-Free
Application Support
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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
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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
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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
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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
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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
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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
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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
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Customer Relations Database
•Service Call logs
Digital Solutions Center
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Digital Solutions Center Web
Virtual On-Site
Support
Email/Web Form
Digital Solutions Center
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SUMMARY
-Simitri HD-Media Handling-Emperon-bEST-8 Bit Color-Data Security-Green Design-Customer Service Technology
Konica Minolta Distinctives
Konica Minolta Distinctives
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SUMMARY
DO YOU NOW BELIEVE?