Canon U.S.A., Inc. has been named the recipient of the 2020–2021 Buyers Lab (BLI) PaceSetter award in Serviceability & Support. The company has also received this recognition previously for 2018-2019. Based on research in the North American market, this award recognizes original equipment manufacturers (OEMs) who offer tools, programs, and training to enhance the serviceability of its devices.
“Canon’s excellence in serviceability and support spans the majority of the areas we compared in this study, from in-field support, adjustments for COVID-19, training and device testing,” said Deborah Hawkins, director, Keypoint Intelligence Office Group. “The backbone of the annuity stream is supported at all levels, and Canon showcases its vision by updating tools and addressing current market needs.”
Keypoint Intelligence conducted a study on serviceability and support to determine which OEMs lead the market. In their research, analysts examine key areas such as company vision, in-field support, environment, tools and training provided to service technicians across direct and indirect channels, as well as a special section this year on adjustments for the COVID-19 pandemic.
After evaluation, Canon U.S.A., Inc.’s service and support-related resources have been recognized by Keypoint Intelligence’s team of analysts due to the company’s in-field support, testing, security portfolio, vision, training, and ability to adapt to change.
Canon uses technology, such as predictive analytics and virtual presence, to support customers and devices in the field. Through predictive analytics, Canon’s technicians can help limit potential issues before they even arise, and refill supplies when they are about to run low, which is especially important during these current times.
Canon has been able to receive the highest level in BLI lab testing as a result of the company’s IT administration tools, such as setup and utilities, overall reliability, remote panel operation functionality, and streamlined set-up process. The company also stands out for its detailed, accurate feedback on device and supplies status as it can play a key role for administrators.
Due to its device security solutions portfolio helping to protect firmware and software through proprietary and partner technology, Canon U.S.A., Inc. stands out to Keypoint Intelligence’s team of analysts. This portfolio features integrated measures to help protect the integrity of firmware and software during installation, startup, and runtime through its proprietary technologies, McAfee relationship, which allows Canon customers to receive McAfee® Embedded Control as an additional standard security feature1 on third generation imageRUNNER ADVANCE 3rd edition MFPs once enabled, and compatibility with various third-party security systems on applicable devices.
As an added measure of its support, Canon is currently offering virtual technology sessions to supplement training, with an emphasis on cloud security solutions, leveraging technology and collaboration in the future of work, and diversifying and expanding business offerings. The company has also delivered virtual education formats, including assisted e-learning, technology events and customized training, to support requirements needed to meet product authorization. An example of the company’s successful training includes its ability to deliver over 700 seminars for authorized dealers since March.
Canon U.S.A., Inc.’s service and support-related resources offered to support customers during the pandemic, such as a special page on e-support, a bulletin on tools and best practices, and a technical publication detailing device cleaning procedures, specifically stood out to Keypoint Intelligence’s team of analysts. Advanced technologies, including artificial intelligence, remote diagnostics, virtual communication, proactive and predictive maintenance, as well as an escalation to its virtual presence tools, allowed the company’s technicians to quickly assist with service and support.
Additionally, to support return-to-work activities, Canon U.S.A., Inc., has advised its technicians on troubleshooting issues associated with long-time idle devices. Through a combination of its talented team of technicians and virtual presence tools, Canon’s Customer Solutions Center is equipped to support customers and authorized dealers working remotely as these tools are designed to help resolve issues from afar.
“Reflecting the company’s customer-first mindset, Canon is here to support its customers and channel partners, especially during these unprecedented times,” said Shinichi Yoshida, executive vice president and general manager, Canon U.S.A., Inc. “We are honored to receive this recognition from Keypoint Intelligence, and look forward to continue developing solutions and services that align with current customer and industry needs.”
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