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 final excerpt from that full discussion, the two turn their attention to the critical question – what is the end goal for Konica Minolta in adopting this approach? As Oldland asks, where is the R.O.I.? Is it a cost-reduction opportunity? Is it possible to monetize these services? Is the intention to secure greater market share? Sanchez outlines the key drivers for the approach.