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9
KONICA MINOLTA, INC. Annual Report 2014
Business Transformation Results Case 1
and issue. The team now provides
services according to a documented
set of scripts, addressing the range of
standard issues that Evergreen
Packaging users encounter. Delivering
consistently high first-call resolution
has led to higher employee satisfac-
tion and productivity. And one Konica
Minolta success has led to another.
“Because these initiatives went extremely well, we expanded this
relationship by outsourcing printing services to Konica Minolta.
Evergreen Packaging considered multiple companies for the job, but
Konica Minolta’s Site Assessment Survey pinpointed issues to be
addressed with extreme precision. Konica Minolta’s proposal stood
out as the best for Evergreen Packaging.”
Based on the success of Konica Minolta’s All Covered IT Services,
Evergreen Packaging convinced its sister companies across North
America (owned by the Rank Group) to replace their internal help
desk services so they too could leverage similar benefits. As a result,
All Covered now provides help desk services to all six North-
America-based Rank Group companies. The relationship has been a
successful one and, thanks to internal referrals from Evergreen
Packaging, Konica Minolta is providing services to other companies
in the holding group.
Mr. Larry Shutzberg, VP & CIO, Evergreen Packaging
“To provide our customers with the services that they expect,
Evergreen Packaging depends on reliable IT technology and support.
With numerous IT initiatives underway, however, we really needed to
supplement our internal IT department by outsourcing with a profes-
sional company to provide end-user help desk services. Previously, it
had been a challenge to keep the company’s in-house help desk fully
staffed and delivering to the target service levels. We had worked
with off-shore firms in the past, but our clear preference was to have
the help desk located in the U.S.”
Evergreen Packaging hired Konica Minolta’s All Covered IT Services
division to provide help desk services. Evergreen Packaging employ-
ees now get their first-line IT support through a dedicated Konica
Minolta team that helps them with PC issues, connectivity to busi-
ness applications, and system access controls. As part of the on-
boarding project, Konica Minolta’s team built comprehensive
documentation on how to respond to each conceivable application
The deployment of more than 160 Konica Minolta MFPs to replace
over 600 local print and fax devices generated significant savings
for the company. In addition, employees now enjoy the latest in MFP
technology. Konica Minolta’s Optimized Print Services program is
used to manage the entire fleet of MFPs. Overall, the relationship
with Konica Minolta has rewarded Evergreen Packaging with expan-
sive benefits for their IT and printing needs.
Mr. Larry Shutzberg, VP & CIO,
Evergreen Packaging
Results
Special Feature