Konica Minolta UK produces business and industrial imaging products, such as MFPs (multi-functional peripherals), copiers, laser printers, and digital production print systems, as well as optical devices for various other markets, such as healthcare. The company’s service organisation has over 275 field-based engineers providing planned and reactive maintenance and support to businesses throughout the United Kingdom.

The relationship between Konica Minolta and Cognito iQ goes back more than 15 years and exemplifies much of the recent history of mobile workforce technology. Konica Minolta transitioned to a customer of Totalmobile in early 2021, following Totalmobile’s acquisition of Cognito iQ.

Konica Minolta chose Totalmobile to automate and mobilise the field operation. Our mobile solution automated previously manual processes, improving efficiency and reducing errors, and giving Konica Minolta’s Head of Service, Ged Cranny, real-time information to control the service support operation.

Results

  • NPS scores consistently over 80%
  • Travel hours reduced by 3%
  • Employee engagement programme developed
  • Improved customer service and productivity
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