SAP Innovation Awards 2024 - 4351 - Konica Minolta
The Insight Hub is Konica Minolta’s first step in a customer experience-led transformation. The Insight Hub stands as a unified platform, offering valuable capabilities. It ensures real-time monitoring, two-way communication, and complete visibility for IT service tickets. It streamlines processes, functioning as an extension of your own IT team. Download the DocumentPUBLIC
Entry Pitch Deck
Konica Minolta
Antoniette De Marco
Electronics
Insight Hub – Customer Experience-led
Transformation
Entry Pitch Deck
Konica Minolta
Antoniette De Marco
Electronics
Insight Hub – Customer Experience-led
Transformation
COMPANY NAME:
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company Information
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 2
Konica Minolta
Tokyo
Electronics
https://www.konicaminolta.com.au/
10,000+
“The Creation of New Value,” is the reason Konica Minolta exists. A
renowned multinational technology company, Konica Minolta is known for
its innovative solutions in the fields of imaging and printing.
The company’s vision articulates where they are heading in the future.
The Brand proposition ‘Giving Shape to Ideas’ is their pledge to
customers. Konica Minolta is focused on staying relevant and current in
the present digital age with more investment in robotics, IT Solutions and
AI.
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company Information
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 2
Konica Minolta
Tokyo
Electronics
https://www.konicaminolta.com.au/
10,000+
“The Creation of New Value,” is the reason Konica Minolta exists. A
renowned multinational technology company, Konica Minolta is known for
its innovative solutions in the fields of imaging and printing.
The company’s vision articulates where they are heading in the future.
The Brand proposition ‘Giving Shape to Ideas’ is their pledge to
customers. Konica Minolta is focused on staying relevant and current in
the present digital age with more investment in robotics, IT Solutions and
AI.
CHALLENGE: SOLUTION: OUTCOME:
Insight Hub Unified Platform
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 3
Transformation of more than 10 Business
Processes to provide a 360-degree view of
the customer
Data Insights at your fingertips, offering self
service capability, reducing customer
touchpoints from annually to fortnightly
Self service to reduce customer support
queries by 10% for Phase 1
10+
Konica Minolta
CX Insights 10%
Konica Minolta had a vision to provide new product and technology
service offerings to existing customers.
Challenges identified included:
• Isolated engagement with customers
• Manual EOI process resulting in lost opportunities
• Difficult to get a deep understanding of Customer sentiment/ CSM
• 95% of clients are not aware of other products
• Fragmented communication of Customer meeting requirements
• Lack of understanding of current billing status
• Poor performance and negative feedback from customers
• Lack of powerful customer insights
• Together, Konica Minolta and Bourne Digital (part of
Accenture) developed a responsive, mobile first
react.js application. The application provides
customers with self-service opportunities whilst
enabling the CX Team (CX Leads and CSMs) to drive
deeper relationships with their customers and create
more cross & up-sell opportunities.
• The application pulls product and service data from
Kentico, leveraging a customer UI5 app for
cataloguing to display on the frontend.
• The application integrates with CRM for:
▪ Customers and account details
▪ Visitor information and notes
▪ Contracts and billing
Bourne Digital (part of Accenture) partnered with Konica
Minolta to provide a seamless application that offers
customers self-service capabilities.
The mobile application means Konica Minolta is now
facilitating the customer at the core, offering a 360-degree
view of the customer. The application is simple, scalable,
standard and provides insight, making it easier than ever to
deal with Konica Minolta directly.
Konica Minolta is driven heavily by KPI’s, with 450
employees and over 60,000 machines in the field. The app
is designed to drive roadmaps, transforming into the digital
age.
Insight Hub Unified Platform
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 3
Transformation of more than 10 Business
Processes to provide a 360-degree view of
the customer
Data Insights at your fingertips, offering self
service capability, reducing customer
touchpoints from annually to fortnightly
Self service to reduce customer support
queries by 10% for Phase 1
10+
Konica Minolta
CX Insights 10%
Konica Minolta had a vision to provide new product and technology
service offerings to existing customers.
Challenges identified included:
• Isolated engagement with customers
• Manual EOI process resulting in lost opportunities
• Difficult to get a deep understanding of Customer sentiment/ CSM
• 95% of clients are not aware of other products
• Fragmented communication of Customer meeting requirements
• Lack of understanding of current billing status
• Poor performance and negative feedback from customers
• Lack of powerful customer insights
• Together, Konica Minolta and Bourne Digital (part of
Accenture) developed a responsive, mobile first
react.js application. The application provides
customers with self-service opportunities whilst
enabling the CX Team (CX Leads and CSMs) to drive
deeper relationships with their customers and create
more cross & up-sell opportunities.
• The application pulls product and service data from
Kentico, leveraging a customer UI5 app for
cataloguing to display on the frontend.
• The application integrates with CRM for:
▪ Customers and account details
▪ Visitor information and notes
▪ Contracts and billing
Bourne Digital (part of Accenture) partnered with Konica
Minolta to provide a seamless application that offers
customers self-service capabilities.
The mobile application means Konica Minolta is now
facilitating the customer at the core, offering a 360-degree
view of the customer. The application is simple, scalable,
standard and provides insight, making it easier than ever to
deal with Konica Minolta directly.
Konica Minolta is driven heavily by KPI’s, with 450
employees and over 60,000 machines in the field. The app
is designed to drive roadmaps, transforming into the digital
age.
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 4
The methodology and collaboration at the core
of Bourne Digital (part of Accenture) is
guaranteeing success. The design thinking
workshops helped us figure out what solution
would work best. The seamless integration of the
application makes it easier than ever for
customers to get in contact with Konica Minolta,
creating a digital relationship with the customer.
Antoniette De Marco
General Manager, Technology, Konica Minolta
The methodology and collaboration at the core
of Bourne Digital (part of Accenture) is
guaranteeing success. The design thinking
workshops helped us figure out what solution
would work best. The seamless integration of the
application makes it easier than ever for
customers to get in contact with Konica Minolta,
creating a digital relationship with the customer.
Antoniette De Marco
General Manager, Technology, Konica Minolta
GLOBAL CHALLENGES BUSINESS CHALLENGES
Challenges and Objectives 1 of 2
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 5
- Staying relevant in the current technology ecosystem
- Modernizing the customer experience
- Bringing new offerings to customers
- Leveraging technology investments
- Single application for many users with many functions
The Customer Experience team had a desire to provide
new product and service offerings to their customers with a vision
to provide technology roadmaps and become the innovation
partner of choice.
The goal was to develop a mobile-first, responsive web
application which provides the CX Team with the ability to better
consult and engage customers.
Other challenges included:
• Manual EOI process resulting in lost opportunities
• Fragmented communication of Customer meeting requirements.
• Lack of powerful customer insights
Challenges and Objectives 1 of 2
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 5
- Staying relevant in the current technology ecosystem
- Modernizing the customer experience
- Bringing new offerings to customers
- Leveraging technology investments
- Single application for many users with many functions
The Customer Experience team had a desire to provide
new product and service offerings to their customers with a vision
to provide technology roadmaps and become the innovation
partner of choice.
The goal was to develop a mobile-first, responsive web
application which provides the CX Team with the ability to better
consult and engage customers.
Other challenges included:
• Manual EOI process resulting in lost opportunities
• Fragmented communication of Customer meeting requirements.
• Lack of powerful customer insights
PROJECT OBJECTIVES WHY SAP
Challenges and Objectives 2 of 2
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 6
• Provide insights to customers, customer success managers, CX
leads, and other personas.
• Create a marketplace for reselling third-party services.
• Provide visibility over logistics and tracking
• Identify opportunities
• Provide customers with a self-service functionality
• Konica Minolta has been a customer of SAP for 25+ years.
• SAP is the preferred solution by Konica Minolta globally,
offering the best of cloud technology and offering an innovation
platform (SAP Business Technology Platform) enabling Konica
Minolta to build applications with great user experiences and
seamless integration with various systems.
• Composable architecture using SAP BTP – reducing
applications in the Konica Minolta landscape
• First-class mobile capability
Challenges and Objectives 2 of 2
© 2023 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 6
• Provide insights to customers, customer success managers, CX
leads, and other personas.
• Create a marketplace for reselling third-party services.
• Provide visibility over logistics and tracking
• Identify opportunities
• Provide customers with a self-service functionality
• Konica Minolta has been a customer of SAP for 25+ years.
• SAP is the preferred solution by Konica Minolta globally,
offering the best of cloud technology and offering an innovation
platform (SAP Business Technology Platform) enabling Konica
Minolta to build applications with great user experiences and
seamless integration with various systems.
• Composable architecture using SAP BTP – reducing
applications in the Konica Minolta landscape
• First-class mobile capability