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AIRe Link enables you to see what your customer sees, so you can support them remotely and fix faults quickly. With AIRe Link’s no-app, browser-based solution, you can support any of your customers worldwide, instantly. By improving first-time fix, your organisation will gain new levels of productivity and profit in customer support and field service, whilst increasing your customer value by avoiding on-site visits. Service organisations are constantly pushed by their business to reduce cost and increase efficiency, whilst ensuring the customer is kept happy.
At the same time, there are three major macro trends that are influencing the way of manufacturing and service will be done in the future. First, manufacturing jobs are quickly outpacing the supply of qualified candidates; secondly, more machines are being deployed in remote locations and third, the growing complexity of new technologies. The key KPIs for service teams to deliver high customer satisfaction are on-site visit avoidance and first-time fix. The recent COVID-19 pandemic also demonstrated the enhanced needs of remote work and hence a need for remote support. Simply said, the service teams need to do more work with less resources.
What seems to be an impossible task, can be solved using innovative tools that support service teams in the right way. While most service teams already use traditional Remote Support tools, including Remote Desktop, a new type of solution – Instant Remote Visual Support – emerged recently.
The technology behind Konica Minolta’s solution for Instant Remote Visual Support – AIRe Link – is using the camera on a smartphone, tablet or external camera to stream the video showing the end-user scene to a remote service engineer, complemented by audio communications. Advanced tools for visual navigation, e.g. live pointer in the video or graphical annotation within a snapshot, are used to guide the end-user visually through the process.
The usage of WebRTC protocol enables the Instant Remote Visual Support session to run in the browser for most modern smartphones, so the end-user does not need to install any application or create a user account. He/she only needs to click on the invitation link, typically shared via an SMS. Literary any person in the world can be supported instantly through this innovative Remote Visual Support solution
Customer reports an issue to the machine vendor through established communication channels, typically by phone call or ticketing system. Technical support then offers to run an AIRe Link audio-visual session to investigate the issue remotely.
Technical support sends the invitation to the audio-visual session to the customer via sms or e-mail. Customer then joins the session by clicking the link on a smartphone or tablet and approving access to camera and microphone. No application is needed, just a compatible web browser.
Technical support can see what the customer sees and is able to navigate them through problem identification and resolution. The session can include audio, visuals, live pointer, snapshot annotations and even document sharing for clear and efficient communication.
If the problem can be fixed remotely then session is closed, and information may optionally be stored. This information may be used to build and share knowledge and experience. If a remote diagnosis concludes that site visit is essential, then the information acquired helps the technician be prepared to achieve the fix first-time.
AIRe Link helped solve 60%¹ of end-user issues remotely. Service technicians have confirmed numerous times they like the application, especially due to its ease of use. End users are open to use AIRe Link and are impressed with the innovative solution to help solve their problems.
Minimize unnecessary on-site visits Do you travel to your customer site to fix simple issues or even worse find you do not have the tools and spare parts required to fix the issue? With AIRe Link, you can remotely see the customer issue, and clearly guide them to a first-time fix if it is a simple issue, or obtain valuable information so that you are ready fix the issue first time when you are onsite.
Decrease cost and increase satisfaction Do you have a growing number of machines in remote locations, lack of resources and stretched budget for customer support? AIRe Link will enable your team to improve the rate of first-time fixes remotely, whilst ensuring you meet customer expectations and exceed service level agreements.
Eliminate stress and increase production Do you have a problem with the machine, which requires consultancy or service action from the vendor? Use AIRe Link to resolve the issue remotely or to share all the details with the service technician before their visit, so you get the production up and running, faster.
AIRe Link is a cloud solution, with no-app installation for the service team or on the end-user side. To run an AIRe Link session, both parties need to be connected to the internet and use modern browsers on their devices. While the end user is in most cases already holding smartphone in their hand when calling for assistance, the visual support session can be established within few seconds.
No app needed. Just a WebRTC compatible browser.
No initial investment. Running on a smartphone.
One click to start the remote assistance session.
Stable and secure. Scalable to handle any load.
Assistant and client must be connected to the internet.
Connection over mobile network (3G, 4G, LTE) is possible.
Average data consumption 20MB/minute.
Average bandwidth for 1280 x 720 video is 300KB/s.
Automated quality adjustment based on internet connectivity.
Feedback from Kevin Archer, Regional Technical Specialist, Konica Minolta Business Solutions (UK) Ltd.
"AIRe Link helped me to solve a real issue with an office printer by guiding the customer’s administrator. The audio and video quality was very good."
Iván Barquero Majuelos
Technical Support, Konica Minolta Spain
"Our experience with AIRe Link is very positive. We are going to use it in our service and ITS departments."
Rytis Grigaravicius
IT manager, Konica Minolta Baltics
"AIRe Link solution is easy to use and provides excellent quality of video and audio. It helps us to solve issues remotely."
David Burian
Head of Service, Bruker
"Thanks to AIRe Link, we are providing fast and high-quality remote service of our high-tech vertical packaging machines to our customers worldwide."
Tomáš Valla
Service Manager, VELTEKO s.r.o.
"AIRe Link enabled me to guide remotely our field engineer to fix cyan image issue on the customer’s production printer."
Kevin Archer
Technical Product Specialist, Konica Minolta Business Solutions UK Ltd
"AIRe Link is easy to use, user friendly and powerful."
Giovanni Fiorino
Data Analyst, Konica Minolta B.S. Italia Spa
"AIRe Link supported me a lot when checking some defects during kitting procedure.”
Andreas Feldkaemper
Services Manager, Konica Minolta Business Solutions Europe GmbH
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