Konica Minolta helped Bruker remotely serve its customers

2021: Implementation of Remote Support Service

Konica Minolta April 14, 2021 announced the introduction of a service for remote support of AIRe Link at Bruker, a global manufacturer of scientific and industrial analytical equipment. Thanks to this, the Czech team of specialists Bruker was able to provide a high level of service for its customers in Eastern Europe.

Bruker creates scientific instruments for molecular research and analysis of various materials. Its production tools help scientists around the world make scientific breakthroughs and improve people's lives. The manufacturer for April 2021 is represented by more than 90 offices on all continents and a large number of service teams, one of which operates on a site in the Czech city of Brno. It supports many customers from Eastern Europe using Bruker Daltonik devices - they are used in the field of microbiology and mass spectrometry.

In the spring of 2020, the Czech team faced restrictions: the company's specialists lost the opportunity to travel abroad and visit customers personally. The company began to look for ways to interact with customers in a remote format, so it was decided to test AIRe Link, a remote visual support tool Konica Minolta.

The AIRe Link cloud service allows a technical specialist from the supplier to observe what the client sees using the camera of his smartphone or tablet. The engineer can also use additional functions: dynamic pointer, images over the snapshot of the client environment, visual navigation during the problem analysis.

AIRe Link works on any smartphone connected to the Internet. To start work, the specialist on the part of the customer only needs to follow the link received through SMS, and the support session will open in a new browser window.

With the help of a cloud solution, the Czech team Bruker quickly solved the problem of its client in Croatia.

To visit the facility, we would have to travel about 1250 km. Therefore, we decided to first use AIRe Link to deal with the incident remotely, "said David Burian, head of service at Bruker's Czech division. - Thanks to the service, we were able to fulfill our warranty obligations without sending our service engineer to the customer's site. This brought savings of 15 hours of travel and €880. In addition, then it was AIRe Link that became the only tool capable of returning the client device to operation.

This is only one of many cases: in general, the company often solved customer problems using the service and felt savings of several thousand euros. In addition, the management noted the convenience of using AIRe Link, as well as the high quality of its video and sound. As a result of testing, the Czech Bruker team decided to integrate AIRe Link into its standard maintenance and support processes.

Often, with the help of AIRe Link, we can not only identify difficulties, but also completely cope with them remotely. The customer gets a solution to the problem, and we reduce travel costs and reduce carbon emissions. It also increases customer satisfaction and ensures employee loyalty, "adds David Burian.

As of April 2021, Konica Minolta introduced a productive version of the AIRe Link solution after annual beta testing. During it, more than 1200 specialists from external companies created an account in the service. And according to its results, the company's customers were able to achieve a reduction in maintenance costs to €10 thousand per year for each user.