Konica Minolta Australia launches new Insight Hub to bring best-in-class IT services
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 is more than just a portal. It 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 in terms of 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 the development of 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.”
As part of its comprehensive testing and proof of concept (POC), Konica Minolta Australia first implemented the Insight Hub across its own operations, ensuring it became the first enterprise customer of the new service.
Antoniette De Marco, general manager – technology, Konica Minolta Australia, said, “Konica Minolta Australia was the ultimate proof of concept and test case. In fact, over the past 18 months, Konica Minolta has tackled its own 17-year-old legacy systems, moving to ServiceNow and SAP S/4HANA, to ensure it is in the place possible to manage the future of our clients’ digital journeys.
“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 and offering 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.”
About Konica Minolta Australia
Konica Minolta Business Solutions Australia Pty Ltd is a market-leading provider of trusted technology solutions and managed services to help Australian organisations keep pace with the needs of the future workplace through innovation and services that leverage the technology of tomorrow, today.
Konica Minolta Australia has extended its offering to encompass organisations across enterprise, government, small business, education, and manufacturing. Although it is still committed to helping its production print (PP) and industrial print (IP) customers grow their businesses through new opportunities, Konica Minolta Australia is transforming to provide a holistic range of IT services to Australian business. It endeavours to be a trusted technology adviser, providing future technology and new IT innovations for customers on their digital journeys.
Konica Minolta Australia actively promotes and innovates through diversity and inclusion, ethical supply chain, and climate change action strategies, and is proud to support the commitment to reconciliation between Aboriginal and Torres Strait Islander peoples and all other people in the community to help improve life outcomes and opportunities and to create a better future for society at large. As part of this, Konica Minolta Australia developed its Reconciliation Action Plan to publicly commit to reconciliation initiatives and is a member of Supply Nation, the Australian leader in supplier diversity, to support First Nations businesses.
For more information visit: konicaminolta.com.au/home