History was made in Vienna. The inaugural gathering of Konica Minolta’s PROKOM user community brought together production print experts and users to connect, learn and grow with like-minded people and businesses. (more…)
Konica Minolta has very loyal customers.
Because of this, Konica Minolta has been the top multifunction printer in Brand Keys Customer Loyalty Engagement Index® for 10 consecutive years. We have also received top honors in brand engagement.
This says a lot about our commitment to our customers. We set extremely high standards for our customer experience and work continually to make each customer’s journey the best it can possibly be. Our goal across the company, especially in Marketing, is to enhance every customer experience and to proactively communicate with customers regularly.
Today’s customers want interactions that are easy, fast and reliable, and MyKMBS, our virtual, self-service mobile app, gives them that freedom. Now, customers can initiate a service call, order print supplies or enter a meter read for their bizhub® multifunction printers at any time from anywhere. You can read more about MyKMBS in our blog and download the app for Android or iOS to explore its countless features.
To make our digital customer experience more robust, we have refreshed the design of our website homepage. Analytics show us where users are searching for information, which pages they are going to the most often and which pages they are spending the most time on. We have identified the pages have the highest traffic and we have moved links to these pages onto our homepage for easy customer access. We’ve also created content specific to our customers’ roles, so whether they are a high school administrator, an office manager, a CIO or a production print shop owner, we speak their language and offer subsequent pages that educate them about their unique business challenges and then offer seamless solutions.
Today’s customers are in control, and they choose when and how they interact with companies. Mobile devices, social networking and the cloud are driving widespread change in personal and workplace communication. Who hasn’t done their banking on their phone or taken to Twitter to voice their pleasure (or displeasure) with their airline?
This shift has changed expectations for customer service. Customers expect a consistent, integrated and seamless multi-channel customer service experience that they can manage right from their phone or tablet. Companies must be nimble enough to keep up with customer preferences and enable customer service via mobile devices. And, research shows that customers prefer self-service now more than ever and want to be in control of their accounts 24 / 7.
Konica Minolta has listened to our customers’ needs for virtual customer service. Our customer journey mapping analysis illuminated the need for us to expand our own digital customer service experiences beyond our MyKMBS.com customer portal to meet their needs, leading us to launch our new MyKMBS mobile app. The MyKMBS app is a game changer. Available for both iOS and Android devices, it can be downloaded for free from the App Store or Google Play. Customers can now manage their devices while on the go, right from their smartphones!
Imagine you walk up to the multifunction printer in your office, put your documents into the document feeder and hit the “Scan” and then the “Start” buttons. You then remove your original documents and head back to your desk.
Mission accomplished. An easy task, if you are able bodied. But for the millions of workers across the country and the world who have physical handicaps or special needs, performing the basic tasks of their job, like printing, can be difficult. At Konica Minolta, every worker having the ability to do their job, regardless of physical ability, is a critical concern.
That’s why Konica Minolta builds user accessibility into every product we create. From vision to product launch, we develop our products from the ground up with universal design in mind. This means accessibility for anyone, regardless of age, gender, stature or special need. This also means usability and that our products are comfortable to use and intuitive to operate.
You may have heard about recent reports of network hackers gaining access to multifunction printers, causing headaches for IT and cyber security personnel. These stories in the news are creating a lot of noise in the industry, overstating the risks of having a printer or MFP installed within an organization’s network. Although the vulnerabilities could be a cause for concern, multifunction printer hacks are relatively harmless, causing incidents such as an MFP to “lock up” using denial of service and brute force attacks. This type of action would require an exceptional, concerted effort by a person within the firewall of an organization to attack a specific multifunction printer. Typically, a person who wanted to do cyber harm within a corporation wouldn’t spend this type of effort to attack a printing device.
It is important to understand that these perceived network vulnerabilities can only be taken advantage of from within a company’s network environment. This means that the network hacker would need to be a company or organizational employee with private network access. The devices are not vulnerable from outside the firewall or from the Internet – unless the network is vulnerable to external attacks. If that is the case, the multifunction printer should be the least of an organization’s worries. Obviously, the first course of action must always be to secure the network.
Shop floor data is rapidly becoming one of the most important sources of information for print service providers and their partners that support them. Knowing there are great sources of data within a print service provider in one thing, but understanding how, where and what to measure is another. Whether you have data collection sensors or software platforms like management information systems, data is being collected and used to identify business decisions like lowering costs and optimizing shift performance. Data has also played a role in printing companies that are providing marketing services and, as such, serving up dashboards on campaign effectiveness that translates into end user value. (more…)
Lawyers, paralegals, and other legal professionals go to work each day to address vital issues for their clients. It’s critical that law firms use innovative and advanced solutions to maximize their practice’s productivity.
That’s why we developed Dispatcher Phoenix Legal, our award-winning document workflow application. This legal records management system specifically designed to streamline the processing of case files, affidavits, subpoenas and other legal documents. Dispatcher Phoenix Legal helps our customers with the document-processing challenges that they face every day, driving efficiencies and allowing attorneys to focus on what they do best – the practice of law.
Casner & Edwards, the law firm that was highlighted in a customer success story and blog, used Dispatcher Phoenix to speed their printing process. But that’s not the only way that legal professionals can take advantage of the advanced processing features of Dispatcher Phoenix to work more quickly and accurately.
Has “The Art of Listening” become a thing of the past?
In today’s workplace, there are a tremendous amount of technological distractions. That’s evident by how much attention we get from our peers, friends or family members while engaged in a one-to-one conversation or meeting. There’s competition to be heard above the iPad, smartphone, social media sites, etc.
I grew up in a rather large family on both my maternal and paternal sides. Around the holidays, while there were many fun times and great memories, it was hard to get a word in edgewise. Thus, by default, I developed the art of listening and strategically knew the best time to ease into a conversation. Even at a young age, I studied body language, expressions and became more of an observer, which helped me to be more perceptive and to understand the uniqueness of each relative’s behavior.
When I came to Konica Minolta more than six years ago, our proprietary software, Dispatcher Phoenix, was being developed to include a legal solution. This is when my good listening skills kicked in, because I had to talk to our legal customers and listen carefully to their challenges to ascertain which features would be important to them. Some of these features included advanced document workflow solutions to automate document processing tasks, redaction, advanced OCR, and connectors to document management system, just to name a few.
It’s important to keep learning.
I’ve been a teacher and a student all my life. It’s a passion that I’ve been fortunate to feed throughout my career, teaching at the college level at Pratt Institute and New York City College of Technology, where I was able to expand students’ portfolios in the graphic communications space.
These were young adults just starting their careers, whether in digital printing press systems or software. But, even us older dogs can learn some new tricks. Regardless of the amount of time you’ve been in your job, it’s important to constantly learn and grow.
That’s one of the reasons that Konica Minolta as created PROKOM, a professional community for innovation in print and digital media. PROKOM provides practical support and advice from industry experts and a platform to connect, learn and grow with like-minded people and businesses. Everyone in the graphic communications industry can join.
PROKOM started as a vision about three years ago, when I started digging with Melissa Prew, our customer experience manager, into the results for our customer survey for our production print clients. One thing became very clear: our clients wanted us to be more than a vendor; they wanted a true partnership. They wanted technology training and business development advice.
Creating an ecosystem that leverages innovative technology to meet and exceed customer expectations is always difficult, but when doing it in the global arena, it can be an insurmountable challenge. Yet, this is a normal day in the life of Konica Minolta. We have been a leading innovator for years, offering Business Solutions, Production Print Systems, Industrial Inkjets, Measuring Instruments, Optical Products, OLED Lighting, Performance Materials, and even Planetariums. (more…)