Continually elevating its end-to-end service and support capabilities in today’s connected world, Canon U.S.A., a leader in digital imaging solutions, a Platinum Award Winner in the 2017 ‘ASTORS’ Homeland Security Awards Program, and a strong competitor in the 2018 ‘ASTORS’ Program, has received the first Keypoint Intelligence – Buyers Lab (BLI) PaceSetter Award for Outstanding Serviceability 2018-2019.
This award recognizes the Canon U.S.A. as the OEM that, according to BLI, has the best-designed tools, programs, and training for office technology for enterprises to enhance the serviceability of their solutions in the United States.
“Service and support are pivotal to today’s customers,” says Randy Dazo, director of Keypoint Intelligence’s Office Technology & Services Group.
“Organizations cannot risk downtime caused by poor support in today’s hyper intensive work environments.”
“OEMs recognize this and in an effort to evolve with enterprises are now considering how to enhance serviceability through design, training tools, or new smart technology capabilities like predictive maintenance.”
(Learn More. Business Solutions from Canon focus on overcoming common workflow challenges encountered in day-to-day operations. See how Canon’s solutions can help your organization access and share information, automate processes, control print-related costs, and increase overall efficiency and productivity. Courtesy of Canon U.S.A. and YouTube. Posted on May 3, 2017.)
To determine which OEMs lead the market, analysts at Keypoint Intelligence conducted an in-depth study on serviceability.
Key areas of evaluation included company vision, in-field support, environmental considerations, tools and training provided to service technicians, and device design.
Keypoint Intelligence also considered primary research from U.S. dealers regarding service programs provided by OEMs.
Keypoint Intelligence distinguishes Canon’s Customer Solutions Center (CSC) as a pillar supporting its stellar service reputation due to its collaborative environment and ability to emulate customer environments, provide free dealer support with extended hours, and provide coverage for all U.S. time zones.
“We recently introduced our Customer Solutions Center to the Melville headquarters to push the boundaries of what is possible in providing our channel partners and customers a best-in-class, end-to-end customer support experience,” says Shinichi Yoshida, Executive Vice President and General Manager, Canon U.S.A. Inc.
Further, Canon developed a predictive service model and the Canon smART service system, which includes a suite of tools to remotely and proactively interface with devices, as well as train customers on device usage, enable certain error codes to contact dealers directly, and plan service calls with greater efficiency.
“The goal was to take real-time diagnostics and predictive maintenance to a whole new level, and we’re proud to say that we are accomplishing that,” Yoshida continues.
Keypoint Intelligence further scored Canon exceptionally high for its SnapShot and e-Support tools.
SnapShot offers a dynamic snapshot of devices in the field with usage visualizations and statistics, while e-Support features a mobile knowledge base, service manuals with video and images, a direct “click to call” the Technical Support Center, and the GRID, an e-community for technicians and Canon to support one another.
Lastly, Keypoint Intelligence noted Canon’s outstanding serviceability cannot be tied to one area and that this commitment to service is evident across the service organization and its offerings.
Included in this are the diverse and expansive service training options that offer flexible modes of education without sacrificing quality.
Canon U.S.A. in the 2018 ‘ASTORS’ Homeland Security Awards Program
AST focuses on Homeland Security and Public Safety Breaking News, the Newest Initiatives and Hottest Technologies in Physical & IT Security, essential to meeting today’s growing security challenges.
The 2018 ‘ASTORS’ Homeland Security Awards Program, is organized to recognize the most distinguished vendors of Physical, IT, Port Security, Law Enforcement, Border Security, First Responders, (Fire, EMT, Military, Support Services Vets, SBA, Medical Tech) as well as the Federal, State, County and Municipal Government Agencies – to acknowledge their outstanding efforts to ‘Keep our Nation Secure, One City at a Time.’
As an ‘ASTORS’ competitor, Canon U.S.A. will be competing against the industry’s leading providers of Innovative Access Control & Authentication and Data Storage Solutions.
To Learn More about the ‘ASTORS’ Homeland Security Awards Program, see 2017 ‘ASTORS’ Homeland Security Award Winners Honored at ISC East.
Over 100 distinguished guests from National, State and Local Governments, and Industry Leading Corporate Executives from companies allied to Government, gathered from across North America and the Middle East to be honored from disciplines across the Security Industry in their respective fields which included representatives from:
- The Department of Homeland Security (DHS) Science and Technology Directorate (S&T)
- U.S. Customs and Border Protection
- The Department of Justice
- The Security Exchange Commission
- State and Municipal Law Enforcement Agencies
- The Royal Canadian Mounted Police
- Leaders in Private Security
Good luck to Canon U.S.A. on becoming a Winner of the 2018 American Security Today’s Homeland Security Awards Program!
The highlight of the 2018 AST Homeland Security Awards Season will be the 2018 ‘ASTORS’ Awards Presentation Luncheon to honor Nominees, Finalists and Winners on November 14, 2018 at ISC East 2018 at the Jacob Javits Exhibition Center.
To Learn More about Canon U.S.A., Inc., a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States, please visit the companies website at https://www.usa.canon.com/internet/portal/us/home.
Join us in Recognizing these Industry-Leading Firms for their Outstanding Product Development Achievements, Exciting New Technologies and Innovative Education Programs to address the growing Homeland Security Threats our Nation is facing.
Take advantage of this exclusive luncheon opportunity to Invite your Guests, Clients and Show Visitors to a lovely & affordable plated meal event in the heart of New York City, for a Fabulous Networking Opportunity!
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