Konica Minolta Business Solutions Europe GmbH | Europe

Optimising Customer Support Service with White Labelled Remote Desktop Application Self-Hosted in Private Cloud

www.konicaminolta.eu

Challenge #1

To find reliable and highly secure remote support software and introduce it into all National Operating Companies (NOC) of Konica Minolta Business Solutions Europe GmbH (Konica Minolta).

Solution #1

ISL Online’s Private Cloud. It offers an unlimited number of users, workstations and simultaneous active connections, and is selfhosted by Konica Minolta in their German data centre.

Challenge #2

White label a remote support solution and streamline the customer support process to reflect the Konica Minolta image.

Solution #2

ISL Online. It provides full (OEM) customisation of remote desktop control software (ISL Light 4) and web portal, joining support sessions to comply with Konica Minolta’s graphic design comprehensively.

Challenge #3

Centralise user management across Konica Minolta’s subsidiaries.

Solution #3

ISL Online’s Private Cloud. It is connected with Konica Minolta’s user management system (Microsoft Active Directory).

Key Features

  • White labelling (OEM Customization)
  • Secure remote desktop
  • Multiple language support
  • External Authentication (Microsoft Active Directory)
  • Branded access point
  • Cross-platform support
  • Private cloud

Benefits

  • One remote support software for all help desk operators across Europe
  • Decreased administration operations
  • 80% of all technical issues solved through ISL Light
  • Less travel costs
  • Integration with existing business software
  • Full independence and control over the system
  • Consistent brand image provides legitimacy and trust

Konica Minolta Business Solutions Europe GmbH, based in Langenhagen, Germany, is a wholly-owned subsidiary of Konica Minolta Business Technologies, Inc., Tokyo, Japan. As one of the leading IT services providers, the company delivers services and distributes products, systems and solutions that fulfil all the requirements of office and production printing over the entire document life cycle. Konica Minolta Business Solutions Europe is represented by subsidiaries and distributors in more than 70 countries in Europe, Central Asia, the Middle East and Africa.

SAME REMOTE SUPPORT SOFTWARE FOR ALL SUPPORTERS ON ALL LEVELS

The Corporate License does not limit the number of users, workstations or simultaneous active connections. This is of great importance as we can use the same remote support software for all supporters on all levels.

Joerg Sitzlack, System Manager,
Konica Minolta Business Solutions Europe GmbH

Challenge #1

In the past, software specialists from different regions used to be using different remote support software, which resulted in incoherent support procedures and security measures as well as high support software costs as the company purchased licenses from various remote desktop providers. With ever increasing incidents solved via remote control and stringent security requirements the Head Support Division decided to search for a unique remote support tool that would be gradually deployed into each Konica Minolta NOC support team from the lowest level of help desk to the highest and would satisfy the highest security demand.

Finally, the Konica Minolta European Headquarter chose ISL Online, leaving behind two other well renowned providers. The decision makers were convinced by ISL Online's multi-platform support, localization in multiple languages, high security measures and the fact that the software doesn't demand any administrative effort at the client side.

Solution #1

A big company like Konica Minolta needed a solution that would fit their multiple support team environment. The best option was ISL Online Corporate Server Licence. "The Corporate License does not limit the number of users, workstations or simultaneous active connections. This is of great importance as we can use the same remote support software on all levels, e.g. we do not trouble sales colleagues with a different application and a different graphical user interface," explains Joerg Sitzlack, System Manager at Konica Minolta, and continues: "Each supporter has his/her own user account and can access ISL Online services from anywhere anytime."

COMPLETE RE-BRANDING

With the complete re-design of our Website and re-branding we are able to enhance the already good acceptance of our remote support capabilities.

Joerg Sitzlack, System Manager,
Konica Minolta Business Solutions Europe GmbH

Challenge #2

Konica Minolta had used ISL Online standardised remote desktop support tool for all offices across Europe since 2010. In order to improve the user experience even further, it was important for Konica Minolta and ISL Online to find a solution that would unite the whole graphic design and correspond with its corporate identity.

The other challenge was to redesign Konica Minolta’s web support portal to simplify the process of joining a session for end-users.

Solution #2

Since Konica Minolta`s corporate identity is a reflection of their culture, which inspires trust with their customers, partners and employees, Konica Minolta has decided to collaborate with ISL Online in making a coherent graphic design.

ISL Online has been able to provide full customisation of remote desktop control software (ISL Light 4) to comply with Konica Minolta’s graphic design comprehensively. “ISL Online could meet the high requirements we’re expecting from our IT partners,” says Jörg Sitzlack, System Manager, Konica Minolta. “With the complete re-design of our Website and re-branding we are able to enhance the already good acceptance of our remote support capabilities.”

In order to be even more user friendly to end-users, the web support portal of Konica Minolta has also been adapted and simplified.

Konica Minolta is now using ISL Light rebranded as Konica Minolta Remote Support, which fits into their graphic design. Some other ISL Online products used by Konica Minolta that have been rebranded are also ISL AlwaysOn (now Konica Minolta Remote Admin) and ISL Groop (now Konica Minolta Meeting).

Challenge #3

Since Konica Minolta has subsidiaries and distributors in several countries across the world, centralised management of all users is of great importance. ISL Online supports external authentication through central directories such as Microsoft Active Directory, NetIQ eDirectory, OpenLDAP or RADIUS.

A large and trustworthy organisation such as Konica Minolta needs full independence and control over their system due to privacy and security requirements. To that end, ISL Online`s Private Cloud solution has been chosen, which is self-hosted in Konica Minolta’s data centre in Germany.

Solution #3

Konica Minolta uses an ISL Online`s Private Cloud solution that combines appealing cloud benefits with a higher level of privacy, independence and scalability. By connecting their three self-hosted servers together, they have achieved great performance, stability and robustness. In addition, ISL Online Private Cloud also provides a faster connection, almost 100% fault tolerance, active backup and a seamless continuation of the services in case one server crashes.

ISL Online’s Private Cloud is connected with Konica Minolta’s user management system (Microsoft Active Directory), thus simplifying and improving user management across all subsidiaries and distributors.

Benefits

Today, Konica Minolta has a standardized remote desktop support tool for all offices across Europe, which has resulted in optimizing support costs and saving money and time on administration process. From the users' point of view, it brings the same look and feel for both supporters and clients.

Joerg Sitzlack describes: "It's a simple custom-made website, a perfect starting point for most of our remote sessions. Clients cannot miss the session code field." ISL Online software, translated in 30 world languages, works well for a multilingual Konica Minolta support team, which on average solves around 80% of all technical issues through ISL Light.

Operators from different European offices were quick to adopt the new remote support tool and in comparison with past solutions they reported more stable connections and less connectivity issues when trying to remotely access Windows, Mac or Linux computers. They point out the possibility to send and receive files during a remote session as a very useful feature. Last, but not least, the ISL Online support team has won the Konica Minolta’s trust with their fast reaction time and highly efficient support.

Konica Minolta’s graphical design is a representation of their corporate image, value and trust. The new consistent branding image of remote support solution has helped to establish an even better relationship with customers and partners.

Konica Minolta is running the ISL Online system in their Private Cloud (3 Corporate Server Licenses installed on 3 servers in their own data centre in Germany). By installing ISL Online on Konica Minolta`s servers, all remote connections are established through the corporate network, keeping all data such as user information or session history in a closed corporate environment. This has led to Konica Minolta`s full independence and control over the system and their data.