1. Customer Service Technology The Best Customer Service Technology
Motorola/Symbol Mobile Platform
bizhub vCare
Digital Solutions Center

2. www.mykmbs.com The Best Customer Service Portal

3. Industry Leading eCommerce System
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

4. Placing Service Calls
Mykmbs.com

5. Uptime Reports

6. Parts/Labor Details Customer Provided With Proof
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”

7. Symbol Mobile Platform
Symbol Mobile Platform by Motorola
The
Best
Technician
Technology
Tool

8. KMBS mobile field service
Superior Mobile Technology
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
Talk to slide
The MC70- that we have chosen is the ‘Cadillac’ of enterprise PDAs
All day battery performance
Durable and rugged
Embedded barcode scanning
After looking around the industry, KMBS selected software from a company called Astea – who has a rich history in field service and mobility. They have been a very good partner and are delivering an excellent product to us.
The philosophy behind the system builds on what we have been doing well and adds an additional level of visibility for the tech to calls and parts – which we will talk more about later,
Transition – Why are we doing it 8

9. KMBS mobile field service
Superior Mobile Technology
Electronic Customer Signature capture on the device to ensure clear communication to the customer
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
Talk to the slide
KMBS service IS different from other national providers and local operators. In a good way..
We do over 3,000 customer visits a DAY!!! That is a lot of activity and a chance on every visit to delight the customer. We need to take advantage of the power in talking about service.
I have already seen this in action
Howard Mittleman - asked the Core Field team member in his area – Ed Myer, to attend a customer open house and to talk about KMBS ESP
Our very own Charles Grace got a similar opportunity to show the KMBS Difference to a couple large accounts in the North East –
Charles - how did those presentations go???
Transition – Market rollout 9

10. The Best Remote Device Communication
vCare
The
Best
Remote
Device
Communication

11. vCare
What is ?
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.

12. 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!

13. Which Konica Minolta Products Are Compatible?
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.

14. Accurate and Timely Meter Reporting
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

15. Reduced Downtime Through Real-Time Service Alerts
vCare
Reduced Downtime Through Real-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

16. Optimized Uptime With Intelligent Supply Management
vCare
Optimized Uptime With Intelligent 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

17. 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

18. Sample “Tie Downs” 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?”

19. Digital Solutions Center KMBS Digital Solutions Center
Unmatched
Toll-Free
Application
Support

20. 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

21. Digital Solutions Center Overview
Highly trained and experienced engineers
Expanded technology lab
Contact Management & Knowledgebase
15 years experience serving our customers

22. Highly Experienced Engineers
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.

23. Virtual Onsite Support (VOS)
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

24. Computerized Knowledgebase
Digital Solutions Center
Computerized Knowledgebase
On-line knowledge base for solutions
Offline viewer
The DSC has provided support to MFP from multiple manufactures. Over the years, the DSC has created a substantial knowledgebase: called Digital E-Service and Support or DESS. To make this more available to our field technician, one of the Application Developers wrote an Offline version of DESS, called DESS Offline Viewer or DOV. DOV installs the knowledge base on a technician’s laptop. The technician can perform searches while offline. When he/she returns to their office and connects the laptop to the network, DOV will automatically check with the DESS servers and download any new solutions. 24

25. Computerized Contact Management
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
messages

26. 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:

27. 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 . 
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. 

28. Interface With Customer’s HelpDesk
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

29. Customer Relations Database
Digital Solutions Center
Customer Relations Database
Service Call logs

30. Digital Solutions Center Web
Virtual On-Site
Support
/Web Form

31. Konica Minolta Distinctives
SUMMARY
Konica Minolta Distinctives
Simitri HD
Media Handling
Emperon
bEST
8 Bit Color
Data Security
Green Design
Customer Service Technology

32. SUMMARY
DO YOU NOW BELIEVE?