Konica Minolta Information Measures to Control Impact of Coronavirus on Availability of Products and Services

London, UK, 20 May 2020

CORONAVIRUS – Customer Communication
 
As the UK Government sets out its plans for moving to the next phase of its response to the virus and turns its focus to rebuilding and recovering, we too are preparing a roadmap for how we will recover and how we can continue to offer you the best service we can, whilst also looking after our people and minimising the spread of the virus.
This will be a phased approach over the coming months, but we want to address any concerns customers may have about how the latest UK Government update impacts our services and support.
What are we doing?
Our task force continues to meet weekly to specifically monitor and manage the business implications and response to Covid-19.
We remain focused on two priorities:
  1. To continue to safeguard the health and safety of our employees, customers and their families; and
  2. To continue to provide our product and services to our customers.
Safeguarding the health and safety of our employees, customers and their families
All employees that can work from home will continue to so do so. Those employees that must work outside of the home- such as our workshop and warehouse employees and field service engineers, continue to undertake their duties but with careful consideration for their safety and social distancing measures. Wherever possible, we are working with customers to fix any challenges remotely.
All employees working at our sites are observing the safety guidelines provided by the WHO and the UK Government. Consideration has been given to their safety and that of our customers, with new measures in place to ensure a 2-metre distance being always adhered to.
When a problem cannot be fixed remotely, we have instructed all employees who attend customer sites to follow the customer's site instructions and phone ahead to ensure methods are in place that adhere to necessary distancing guidelines.
Our commitment to delivering the best possible service to our customers remains, but all customer engagements and partner meetings will remain virtual for the time being.
All employees have been advised that if they experience any symptoms of COVID-19, they must notify our HR Operations team, who are recording this in a central tracker which is reviewed daily. 
To date, in the UK, we have a small number of colleagues who have displayed potential symptoms and have been in isolation. We review this daily and are not seeing a concerning increase- numbers have stayed relatively static. We have also confirmed employees at risk as per Government guidelines, and they too are in isolation. Exact numbers are available if required but may change daily.
Like many businesses, we took the decision to furlough some employees and we continue to monitor our business and customer requirements carefully to ensure we have the people available to support where required.
Continuity of our product and services:
Operations in our production facilities and warehouses in China have resumed to a stabilised output level. Other Konica Minolta Group Operations including our European warehouses have gone back to regular operations to ensure we can fully meet the needs of our customers.
Our toner plant in France has ramped up production in the second half of April and is now running three shifts per day and with this is back to normal operation level. The toner deliveries from Japan, which were to make up some of the backlog due to the plant closure in France, also arrived in the second half of April so all customer demands can be met.
Our factories have been working closely with each supplier for the procurement of parts necessary for production.
Most of the Konica Minolta products are designed as IOT devices, platforms or applications that allow remote connectivity. Our first response is to resolve customer issues remotely without intervention onsite and are working hard to extend the services, support and capabilities of our remote service toolset to support our customer's business continuity. Only if we need to ensure connectivity or replace hardware, will a service engineer visit you.
We are currently monitoring the UK Government guidelines to review our operations and ensuring we can meet the needs of our customers. We are confident that our policies and procedures are in full compliance with the Government's risk assessments and guidance and will continue to keep you updated should anything change.
For any further information, please contact your relevant Konica Minolta contact, or refer to Konica Minolta Business Solutions (UK) Limited's website; https://www.konicaminolta.co.uk/en-gb



 

FAQs Coronavirus

London, UK, 20 May 2020


Konica Minolta Customer FAQ’s
Measures to Control Impact of Coronavirus on Availability of Products and Services
In response to the latest government guidelines, we would like to provide an update based on the latest information available to us and to keep you up to date about the effect of the coronavirus on our production and (service) delivery capabilities, as well as addressing some of the questions you may have.
  1. What is the most efficient way to keep machines clean?
Clean all affected areas regularly such as:
  • The panel (screen and keys)
  • The document feeder or the document glass
  • Handles of paper trays
Use a soft cloth dampened with IPA (isopropyl alcohol) or ethanol for disinfection. Be sure to wear vinyl gloves when cleaning or wash your hands thoroughly after cleaning. Make sure you DO NOT use sprays containing solvents.
  1. Are you still able to provide products and services to customers? 
We are still able to provide products and services to customers whilst working within the latest government guidelines.
 
We are a global organisation and through our trusted partners we continue to deliver our valuable services and solutions, however we are having to continually review how we are working due to the current situation. We are working with our partners to offer a 7-day delivery window to our customers, from the point the stock is allocated.
 
During these challenging times, customers can benefit from our remote service tools and capabilities to support their business continuity.
  1. Will the delivery of Spare parts, toner and consumables continue?
Operations in our production facilities and warehouses in China have resumed to a stabilised output level. Other Konica Minolta Group Operations including our European warehouses have gone back to regular operations to ensure we can fully meet the needs of our customers.
Our toner plant in France has ramped up production in the second half of April and is now running three shifts per day and with this is back to normal operation level. The toner deliveries from Japan, which were to make up some of the backlog due to the plant closure in France, also arrived in the second half of April so all customer demands can be met.
Our factories have been working closely with each supplier for the procurement of parts necessary for production.
  1. Will my machines be serviced?
We are operating within Government guidelines to service our customer’s machines where our remote capabilities are unable to resolve the issue.
Using our remote capabilities, we will aim to resolve our customer issues and we will fix as much as possible using our existing remote fix capabilities. If required on site, our engineers will observe the recommended safeguards and will look to postpone any non-urgent visits.
We are working with our suppliers to continue to deliver goods to support customers.
  1. Will my new machine be delivered?
Konica Minolta Group Operations including our European warehouses have gone back to regular operations to ensure we can fully meet the needs of our customers. Manufacturing in China is back on track, we are currently receiving replenishment from our European distribution centres when required.
We are working with our partners to deliver products and hardware to support our customers. Our UK Warehouse is currently open and through our partners are able to fulfil customer deliveries. We are working with our partners to offer a 7-day delivery window to our customers, from the point the stock is allocated.
  1. What should I do if my site remains shut?
If your site is shut and you were expecting a Field Service Engineer to call to maintain your machines, or if you were expecting delivery of a new machine from us, please let us know as soon as possible by getting in touch with your main point of contact within Konica Minolta.
We will not charge for cancellations under these circumstances, provided you inform us 24 hours beforehand.*
We would recommend that customers leave their machines plugged in but switched off should your site shut. For any billing enquiries please get in touch with BillingTeam@konicaminolta.co.uk – you can also request your account to be updated to PDF billing for all future invoicing.

 
  1. How can I access the customer portal to monitor my account online?
Ebiz is fully accessible to all Konica Minolta customers. The portal enables customers to find up-to-date news and information about their products, keep track of systems and easily manage service notifications and record counts. Customers can access reports about selected systems and see consumable orders as well as keep track of their status.
 
As soon as your user account is activated, or you have already registered with the correct details you can log in to Ebiz at
https://ecommerce.konicaminolta.co.uk To register please contact your account manager.
 
  1. Do I need to provide meter readings?
If your machine is not remotely enabled, and you normally provide us with meter readings, then please continue to do so.
If your site is now shut, customers can provide meter readings via our Ebiz online portal, or by emailing to
BillingTeam@konicaminolta.co.uk. If customers can’t access the machines to obtain meter readings, then we are able to estimate these for March, based on historic average usage to ensure accurate billing. If this is your preference please let us know on BillingTeam@konicaminolta.co.uk We will work with customers to understand their specific requirements.
  1. Are products and services available through Konica Minolta channel partners?
For customers who work with our channel partners, our products and consumables are available as usual from either Konica Minolta directly or our Distribution Partner Westcoast.
We continue to follow Government advice to ensure the safety and wellbeing of our employees and we remain committed to supporting our Partners and customers through this difficult time. We will continue to monitor the situation daily and will update customers and partners of any changes to products, consumables or service delivery if required.
  1. Will engineers continue to provide a service?
The availability of our services is heavily dependent on Konica Minolta’s own field service team. We currently have a slightly reduced number of engineers working across Europe. These engineers ensure the maintenance of products and execution of services. Since our workforce travels from client to client, our service model currently poses a potential risk for our clients as well as our employees. We have therefore implement changes to our services model by applying remote services wherever possible: Since most of the Konica Minolta products are designed as IOT devices, platforms or applications that allow remote connectivity. Where possible, we will work with our customers to connect devices to the Konica Minolta backend systems. Any occurring incident would have the possibility of being solved remotely without intervention onsite. Only if we need to ensure connectivity or replace hardware, would a service engineer visit you.
  1. What are Konica Minolta doing to ensure the safety of their employees?
We take the safety of our employees very seriously and need to do all we can to support government measures. Employees who are feeling unwell are requested to self-isolate and seek professional medical advice after 7 days, as per government guidance. All employees, where possible, are working from home, other than a reduced number of Service Engineers and Warehouse Operatives. Where we have employees, who are unable to work from home, they are following the strict government guidelines and health and safety rules in place.
We carry out weekly calls with our teams to review the situation and to support the health and wellbeing of our employees as well as sharing daily updates with all employees.
  1. Will Konica Minolta be able to offer customers extended payment terms?
Whilst we appreciate the current conditions are very hard, they are also very hard for Konica Minolta and we cannot cashflow our customers, even our many longstanding customers.
It is because all UK businesses are in the same difficult position that the UK government is offering funding to businesses to help with their cash flows.
We recommend that you access this funding to pay us. If you will not pay us, with regret we will have to place you on stop as we have to ensure our own cash flows are adequate for us to continue trading.
Please see the
government website for further advice and support during this time.
For any other finance enquiries, Genpact- who manage our customer queries and are based in India will continue to provide our customers with support.

 
  1. Are we able to receive remote support without an engineer attending the site?
Since most of the Konica Minolta products are designed as IOT devices, platforms or applications that allow remote connectivity, where possible, we will work with our customers to connect devices to the Konica Minolta backend systems. Your Konica Minolta products could then be enabled to receive remote services. Any occurring incident would have the possibility of being solved remotely without intervention onsite.
The main benefit of remote services are they can be activated remotely – one cloud and one server based.  Working with your IT team we will be able to set you up and once this is done potentially 70%+ of the incidents will not need an engineer as we can remotely fix and issues. This includes things like firmware updates, admin password changes, address books which can be scheduled to be “pushed” to the machines overnight so there is no impact to the business and we always do this in line with any IT requirements and policies.
For any further information, please contact your relevant account manager or refer to Konica
Minolta Business Solutions (UK) Limited’s website;
https://www.konicaminolta.co.uk/en-gb

 

If you require assistance with registration please use the contact details below.
Email: CustomerSupportTeam@konicaminolta.co.uk
URL: www.konicaminolta.co.uk
Tel: 0871 574 7200