Why remote-service as a default must be outlined at the pre-contract stage of a service agreement

The #FSN20 is Field Service News’ annual celebration of excellence, innovation and leadership within the global field service sector. One of this year’s members is Senior Consultant, BEU, Konica Minolta.


Prior to taking his role in the central European team helping to shape the service vision of the future for Konica Minolta, Cranny had a long and successful career with the company culminating with his leadership of the UK field service operations.


In that time Cranny was at the spearhead of understanding the significant changes that were coming not just to the print industry, but to field service at large. He was also a huge and earlier advocate of understanding just how important data would be in our industry moving forwards.


Now in his more strategic role with Konica Minolta, he has been a central advisor to a number of important developments the company has undertaken including their embrace of a remote-service-first as a default approach to service delivery.


As part of our coverage of the #FSN20 Cranny joined Chris Hird on the Field Service News Digital Symposium and as always the long-form format of the conversation allowed space for us to drill into some of the key experiences and insights Cranny had to offer in a frank, open and honest discussion that all field service leaders will take something from.


In this excerpt from the full interview from that session, Cranny outlines why it is essential that the value proposition of remote service is fully and explicitly mapped out for the customer at the pre-contract stage as it is a significant departure from traditional value perception of the field service industry.


#FSN20 is an annual celebration of excellence, innovation and leadership shaping the global field service sector. This content is proudly sponsored by Salesforce.