Imaging giant Konica Minolta has announced the implementation of a global, client support system to improve customer problem resolution.After an international effort to find a workflow escalation system capable of managing knowledge-base and feedback requirements, Konica Minolta selected software from Onyx to replace its previous management software and an in-house developed Notes system. Brett Buckingham, Konica Minolta national services manager, said rapid response to customer problems is vital, as the multifunction devices it sells are highly technical.“Our customers demand an effective [problem] resolution system. We found [Onyx] was the tool that provided the best management options and the greatest ability to customize the process,” Buckingham said. The Onyx system connects Konica Minolta’s local sales and service operations in Australia, the United States, Japan, Germany and China to a regional center, which is linked to Tokyo headquarters. This allows service engineers, when on site at customers’ premises, to access technical information via Onyx. If necessary, a problem’s details can be sent to a regional center for evaluation and then to Japan to be distributed to relevant departments including R&D.The system uses problem reports submitted via multiple channels, including an online Onyx portal. A knowledge base containing product and support information can be accessed globally and reviewed in multiple languages. The system allows both users and engineers to access the progress of problems and receive feedback. “Onyx offers good support in Australia; however, we deal with its partner Resonate, rather than direct,” Buckingham said, adding Konica Minolta implemented the system over about 12 months. The new system is being customized so that customers can take the first step, replacing the on-site service engineer.Buckingham told Computerworld Konica Minolta Australia contributed to the customization process, while still adhering to the international standard.Konica Minolta support infrastructure manager Yutaka Ohtani said its support specialists have been able to solve customer problems faster, and service costs have reduced since going live with the new system.Konica Minolta did not reveal the cost of the implementation.-Darren Pauli, Computerworld Today (Australia) Check out our CIO News Alerts and Tech Informer pages for more updated news coverage. Related content opinion Website spoofing: risks, threats, and mitigation strategies for CIOs In this article, we take a look at how CIOs can tackle website spoofing attacks and the best ways to prevent them. By Yash Mehta Dec 01, 2023 5 mins CIO Cyberattacks Security brandpost Sponsored by Catchpoint Systems Inc. Gain full visibility across the Internet Stack with IPM (Internet Performance Monitoring) Today’s IT systems have more points of failure than ever before. Internet Performance Monitoring provides visibility over external networks and services to mitigate outages. By Neal Weinberg Dec 01, 2023 3 mins IT Operations brandpost Sponsored by Zscaler How customers can save money during periods of economic uncertainty Now is the time to overcome the challenges of perimeter-based architectures and reduce costs with zero trust. By Zscaler Dec 01, 2023 4 mins Security feature LexisNexis rises to the generative AI challenge With generative AI, the legal information services giant faces its most formidable disruptor yet. That’s why CTO Jeff Reihl is embracing and enhancing the technology swiftly to keep in front of the competition. By Paula Rooney Dec 01, 2023 6 mins Generative AI Digital Transformation Cloud Computing Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe