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 importance of understanding the outcomes of remote service tools such as Augmented Reality and Remote monitoring rather than merely deploying the technology first and then redefining processes later. In essence, a shift-left strategy is applied to service delivery, and a shift-right strategy is applied to the technology deployment.