Will remote-first as a default become the prevalent means of delivering service?

Konica Minolta’s Ged Cranny, Zdenek Vrbka and Laszlo Szilas-Neff join Field Service News Editor-in-Chief, Kris Oldland to discuss their remote-service journey and explain why they developed their own internal remote-service delivery solution AIRe Link.


The discussion was a wide-ranging one that mapped out the journey that Konica Minolta has taken as they move towards a remote-as-a-default approach to service delivery which has included developing their own remote assistance tool AIRe Link which has been so successful when deployed internally that they have now developed it as a standalone commercial offering.


There were a number of important facets to the discussion, the full version of which is available exclusively to fieldservicenews.com subscribers free of charge on the button below included:


  • Why Konica Minolta forged their own path forward with remote-first as a default,
  • How their remote-service journey began long before the pandemic 
  • Why they see this as the means to meet customer demands and drive down the cost of service
  • The fundamental principles that must be applied to driving remote service adoption
  • The key criterion for which engineers can make the transition to remote service delivery
  • If remote-first will become the prevalent means of delivering service in the future.


In this excerpt from the full-length discussion, Laszlo Szilas-Neff reflects on whether the shift to a remote-first approach as default will become the dominant approach to service delivery in the future.

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