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, Sanchez explains the difference in approaches that have to be taken into account when applying remote service strategies to working with third-party field service teams. The two also continue to discuss the importance of consistency in service operations when it comes to delivering a service experience for the customer and how technology is bringing us closer to achieving such consistency.