Konica Minolta transforms support and project delivery

Konica Minolta replaces a complex, legacy IT management tool with a fit-for-purpose solution and new processes. With ServiceNow, the company delivered a flexible and agile solution—improving service quality to customers. 

Supporting half a million customers

Konica Minolta Business Solutions Europe is a leading services provider, delivering enterprise-level IT solutions to help half a million customers optimize processes. It also provides document management services and multifunctional peripherals to businesses.

Modernizing IT management

The company needed to modernize its IT management tool, which was a complex, highly customized tool that lacked flexibility and couldn’t be upgraded to meet changing business requirements.

“We needed a solution to help 459 service desk agents and 580 consultants provide better customer support and streamline project delivery to improve the customer experience,” says Jan Kolar, ITSM Program Manager for European IT at Konica Minolta Business Solutions Europe.

Implementing leaner processes 

The team decided to implement ServiceNow Customer Service Management to consolidate support into a single user interface for the service desk, and ServiceNow IT Service Management to speed up time to market. It’s also currently rolling out Strategic Portfolio Management, which will be integrated with the ERP, CRM, and other IT systems to streamline information flow and eliminate human touchpoints.

Leveraging out-of-the box functionality

One of the key lessons learned from the incumbent solution was that heavy customization can slow down innovation, so ServiceNow’s strong out-of-the-box features were key to ensuring ongoing agility. The team prioritized the ‘must have’ features from the ‘nice to have’ and used an agile approach to roll out the solution. “With new releases coming out all the time, ServiceNow gives us new features and greater functionality that we can adopt seamlessly,” explains Joanna Ergaz, ITSM Project Manager for Southern Europe, Konica Minolta Business Solutions France.

However, the shift to a new approach meant a change of mindset, and the company chose its French branch to pilot the new solution and lead the way for other regions. “The French team had the enthusiasm and vision we needed to make the project a success,” Jan adds.

Happy staff and happy customers

By centralizing operations on ServiceNow, Konica Minolta has empowered staff to be more efficient, while standardized processes streamline end-to-end project management. The company has shortened time-to-market and improved efficiency, contributing to an overall improvement in the customer experience. “Better visibility means we can respond to customer queries faster and have more meaningful interactions. Building good relationships is a key part of being a market leader in our industry,” concludes Jan.

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