Canon Solutions America, Inc. has announced that its Solutions Support Center has passed a renewal audit for the HDI Certified Support Center accreditation. Part of B2B intelligence, research, and events company Informa Tech, HDI is the global professional association for technical service and support professionals and the certification body for the industry. This certification, valid for two years, was first achieved by the Solutions Support Center in 2015 and the Center successfully qualified for recertification in 2017 and 2019.
The HDI Certification is attained when more than 70 criteria are met, across each of eight domains: leadership; strategy and policy; staff management; resources; process and procedures; staff satisfaction; customer satisfaction; and performance. Canon Solutions America was found to have met or exceeded the standards for operational efficiencies, services delivery results, staff development, and competitive advantages.
To verify the Solutions Support Center’s compliance with the HDI Certified Support Center Standard, and to validate the Center’s performance, Canon Solutions America successfully underwent a thorough benchmark evaluation by MetricNet in 2017 — ranking #2 out of a peer group of 30 companies audited by the third-party expert in performance benchmarking. Driven by a core belief in continuous improvement, every support agent, supervisor, and manager in the Solutions Support Center strived to not only maintain the standards of the HDI Certification, but to exceed the results that merited the 2015 and 2017 accreditations. Notably, the 2019 HDI audit indicated improvement in the areas of Leadership, Strategy and Policy, Process and Procedure, and Performance Results.
“We are pleased to present Canon Solutions America with the prestigious HDI Support Center Certification once again,” said Fancy Mills, director of Training and Content, HDI. “The mission of HDI is to advance the technical support industry through standards and best practices and assist organizations like Canon Solutions America in achieving operational excellence. The recertification demonstrates Canon Solutions America’s dedication to the standards for efficiency, service quality, and performance set by the HDI Certification Standards.”
“Service and solutions support for our customers are top priorities for us,” said Peter Kowalczuk, president, Canon Solutions America. “This certification demonstrates our commitment to the highest levels of service delivery. We appreciate the opportunity to show the measurable impact our teams have in supporting our customers.”
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