Background
The Healthcare Business Division at Konica Minolta, Inc. has a long history of using remote support, going back to the start of digitalization for medical imaging diagnosis using film. The company now uses TeamViewer after comparing and deliberating on a variety of points regarding the options.
Challenges
- Limiting the increase of field service staff
- Reducing license costs and increasing convenience
- Providing year-round support for customers in medical institutions, 24 hours/day
Solution
Konica Minolta has provided remote support since the Integrated Services Digital Network (ISDN) era. So, when it was time to adopt a new remote access service, they selected TeamViewer for performance and security. They have now expanded their use from remote support to internal business.
Shunsaku Kazuhisa Konica Minolta, Inc. Healthcare Business Division
“When our customer support learns about an issue, and if we can’t handle the issue over the phone, an expert has to go to the site. Handling requests remotely reduces time until recovery, since it eliminates staff travel times. Our current remote resolution rate is extremely high, and our customer satisfaction is high even in this era when people feel systems should always run smoothly place.”
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