Konica Minolta 2015 Annual Report Download - page 56

Strengthening after-sales supportStrengthening customer-focused solutions
In recent years, our efforts have been focused on strengthening our
after-sales support in response to increasing opportunities to
provide a range of services, as well as equipment, on a global
scale.
In fiscal 2014, we launched the Global Support Center to
support the activities of GMA, which provide OPS. Concentrated
management of support operations has enabled support that is
globally uniform in quality while making such operations more
efficient.
We have also introduced remote maintenance in the
Healthcare Business. A decrease in the number of times
technicians were dispatched resulted in a fiscal 2014 cost
reduction of approximately ¥70 million when converted into
gasoline costs.
Future efforts will focus on expanding our customer base and
service domain.
Customer needs are growing more diversified and sophisticated as
working styles and the business environment change. In order to
improve customer satisfaction and develop opportunities to profit
while maintaining strong connections with customers, Konica
Minolta delves deep into its customers’ business processes to
provide solutions that combine equipment and services.
With the goal of strengthening our ability to offer service
solutions, Konica Minolta has been engaged in M&A activities for IT
service providers in the U.S. and Europe since fiscal 2011. To
enhance our MPM (Marketing Print Management) services, in fiscal
2014 we acquired UK-based Indicia and Australia-based Ergo. We
also entered into a global partnership with US-based Hyland in the
MCS (Managed Content Services) segment. In addition, in June
2015 we acquired U.S.-based dealer SymQuest Group, Inc., which
provides document solutions and managed IT services.
Furthermore, to expand our customer-centric sales approach,
we have been strengthening the direct sales channels in which
Konica Minolta excels. In particular, there were a number of moves
in the production print (PP) segment in emerging nations, where
there is the most promise for market growth. In January 2015, we
acquired Milsul, a major local dealer with strong market share in
two southern states in Brazil. In April, we also acquired PP-focused
business from Montech, a major local dealer in India, as a further
effort to build a direct sales network covering the entire region.
Focused Topic
Green Marketing activities
Through its Green Marketing Activities, Konica Minolta provides
products and services that answer the environmental needs of its
customers, while at the same time using Konica Minolta
environmental technologies and know-how to solve customers’
environmental problems. One example is optimized print services
(OPS). These provide a solution that delivers optimized equipment
arrangement and improved capacity utilization through an all-in-
one contract for the operation of printing devices such as printers
and MFPs. These efforts streamline business operations and cut
costs while reducing the strain on the environment by reducing
power consumption and paper usage.
New contracts
MFP contract renewal
Time (years)
MFP/OPS
MIT
MPM
Cloud service
MCS
MFP contract renewal
Relationship with customers
By remaining in constant contact with the customer, we propose and provide a
range of services informed by an understanding of various issues common to all
business segments.
Konica Minolta is transitioning to a sales style focused on strengthening
relationships with customers.
Business approaches in the Business Technologies Business
MFPs FAX Printers Printing coverage zone
Before After
Optimal arrangement of printing equipment
Understanding worker traffic flow and consolidating print devices
without compromising convenience
Value Chain Sales and After-sales Support
Bolstering customer-centric sales and support systems
for a swifter response to customer needs and issues
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KONICA MINOLTA, INC. Annual Report 2015
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