At the December 2023 Copperrberg Service Academy, Izzy Sanchez Jr, Director of Service and Support Systems, Konica Minolta, North America, shared how they were developing and adapting to a world of remote service, including outlining the approach they have taken, the tools they are using and how they are shifting to a remote-first approach across both their internal and third-party workforces.

In this excerpt from that full discussion, the two turn their attention to the reasons why Konica Minolta moved to a remote-first approach. Was it to improve service triage, provide greater support to the field service teams, or reduce costs? Or to improve mean-time-to-repair for the customer?