Konica Minolta launches dedicated customer support app and portal

Konica Minolta offers extensive after-sales service

Konica Minolta
Konica Minolta's customer support application

Underlining its commitment to offer superlative after-sales service, Konica Minolta Business Solutions has launched a dedicated support portal for its customers. The launch is aimed at streamlining end-user support for Konica Minolta customers by enabling them to remain connected to the company’s pan-India service network of 1,000+ engineers, including 300+ direct customer engineers and 700+ partner customer engineers round the clock.

Once logged in, customers can access all the Konica Minolta machines tagged to them and raise new service requests, manage existing requests, or view previous service information. Registered users can also download relevant device software, such as printer drivers, and self-service most of their queries through easily accessible FAQs.

Furthermore, Konica Minolta has enabled a vertical access hierarchy to introduce greater accountability and more secure device management. Multiple users accessing the service portal from the same organization can only view the machines that have been tagged to them. Customers can also raise a service performance request, allowing them to gain a better understanding of their machines performance and service requirements/timelines.

Speaking on the need for a dedicated customer service portal, Daisuke Mori, managing director – Konica Minolta Business Solutions India said, “At Konica Minolta India, we are committed to becoming a Rs 1,000 crore business by the year 2022. Providing superlative customer satisfaction 24×7, 365 days a year is essential to achieving this long-term objective.”

“Through this portal, we are delivering unmatched end-user support to all Konica Minolta customers and helping them realize the maximum productivity and value for their purchase. We are pleased with the traction that the KMCSP portal has received so far, and are confident that many more customers will register for this free-to-access offering in the coming weeks,” he added.

Registered users can access the portal online at www.cspkmbsin.microsoftcrmportals.com or download the KMCSP app from the Google Play store. A majority of Konica Minolta customers have already downloaded the app since its launch in December 2018, leaving excellent feedback on the Google Play store. With promotions also being conducted through the channel ecosystem, the company expects to maximize its registered user base on the free-to-access portal. Konica Minolta will also soon introduce an iOS version of the mobile app to enable seamless accessibility across all devices and platforms.

The launch of the KMCSP portal further highlights Konica Minolta’s ‘3R+V’ approach, which aims to deliver Reliability, Responsiveness, Relationship, and Value Addition. A majority of Konica Minolta machines come equipped with the Customer Service Remote Care (CSRC) feature, which allows its engineers to take remote access of installed machines for servicing and support.

Furthermore, the CSRC feature enables service teams to check logs, identify print errors, and measure the level of consumables such as toners to initiate proactive support. All Konica Minolta production printing machines come equipped with this innovative feature, as do over 80% of its office printing solutions. Through such customer-oriented features and services, Konica Minolta has been fulfilling its brand promise of delivering an unparalleled, end-to-end ownership experience to its customers, while driving greater value and profitability for print and printing businesses across the country.

2023 promises an interesting ride for print in India

Indian Printer and Publisher founded in 1979 is the oldest B2B trade publication in the multi-platform and multi-channel IPPGroup. While the print and packaging industries have been resilient in the past 33 months since the pandemic lockdown of 25 March 2020, the commercial printing and newspaper industries have yet to recover their pre-Covid trajectory.

The fragmented commercial printing industry faces substantial challenges as does the newspaper industry. While digital short-run printing and the signage industry seem to be recovering a bit faster, ultimately their growth will also be moderated by the progress of the overall economy. On the other hand book printing exports are doing well but they too face several supply-chain and logistics challenges.

The price of publication papers including newsprint has been high in the past year while availability is diminished by several mills shutting down their publication paper and newsprint machines in the past four years. Indian paper mills are also exporting many types of paper and have raised prices for Indian printers. To some extent, this has helped in the recovery of the digital printing industry with its on-demand short-run and low-wastage paradigm.

Ultimately digital print and other digital channels will help print grow in a country where we are still far behind in our paper and print consumption and where digital is a leapfrog technology that will only increase the demand for print in the foreseeable future. For instance, there is no alternative to a rise in textbook consumption but this segment will only reach normality in the next financial year beginning on 1 April 2023.

Thus while the new normal is a moving target and many commercial printers look to diversification, we believe that our target audiences may shift and change. Like them, we will also have to adapt with agility to keep up with their business and technical information needs.

Our 2023 media kit is ready, and it is the right time to take stock and reconnect with your potential markets and customers. Print is the glue for the growth of liberal education, new industry, and an emerging economy. We seek your participation in what promises to be an interesting ride.

– Naresh Khanna

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