MELVILLE, N.Y., Oct. 8, 2020 /PRNewswire/ -- As it is
imperative businesses are equipped with solutions backed by amazing
service, especially during these unprecedented times, Canon
U.S.A., Inc., a leader in digital
solutions, is proud to be 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 an in-depth 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 careful 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.
In-Field Support
Canon uses advanced 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.
Testing
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.
Security Portfolio
Due to its extensive device security
solutions portfolio helping to protect firmware
and software through proprietary and partner
technology1, 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
enabled2, and compatibility with various
third-party security systems on applicable
devices.1
Vision
The company's vision, further expanded, focuses
on personalized and differentiated customer experience
for both end customers and resellers. Aligning with its
vision, Canon is also recognized for its continued investment in
updating its service toolbox, as seen through its virtual training
and presence capabilities. In order to work smarter and
efficiently, humans and technology should work together, which the
company's Business Information Communications Group (BICG) defines
as – That's Techmanity from Canon. With this in mind, Canon's
Customer Solutions Center continues to expand its virtual presence
assets to its field and engineering technicians in order to
effectively service and connect with its authorized dealers and
customers – even in dispersed locations. Leveraging augmented
reality, this technology can allow Canon's Support Specialist
experts to virtually reach out and touch what the field technician
is working on through their mobile device, designed for faster
solutions and improved device uptime through a more efficient and
productive support experience.
Training
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.
Adapting to Change
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."
For more information, please visit www.usa.canon.com.
About Keypoint Intelligence
For almost 60 years, clients in the digital imaging industry
have relied on Keypoint Intelligence for independent
hands-on testing, lab data, and extensive market research to drive
their product and sales success. Keypoint Intelligence has been
recognized as the industry's most trusted resource for unbiased
information, analysis, and awards due to decades of analyst
experience. Customers have harnessed this mission-critical
knowledge for strategic decision-making, daily sales enablement,
and operational excellence—improving business goals and increasing
bottom lines. With a central focus on clients, Keypoint
Intelligence continues to evolve as the industry changes by
expanding offerings and updating methods, while intimately
understanding and serving manufacturers', channels', and their
customers' transformation in the digital printing and imaging
sector.
About Buyers Lab PaceSetter Awards
Based on exhaustive questionnaires, in-depth interviews, and a
proprietary rating scale, Buyers Lab PaceSetter awards recognize
document imaging OEMs that have shown market leadership in a
variety of categories, including with technologies, services, and
key vertical markets.
About Canon U.S.A.,
Inc.
Canon U.S.A., Inc., is a
leading provider of consumer, business-to-business, and industrial
digital imaging solutions to the United
States and to Latin America
and the Caribbean markets. With
approximately $33 billion in global
revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third
overall in U.S. patents granted in 2019† and is one
of Fortune Magazine's World's Most Admired Companies in
2020. Canon U.S.A. is dedicated to
its Kyosei philosophy of social and environmental
responsibility. To keep apprised of the latest news from Canon
U.S.A., sign up for the Company's
RSS news feed by visiting www.usa.canon.com/rss and follow us on
Twitter @CanonUSA.
†Based on weekly patent counts issued by United
States Patent and Trademark Office.
1Canon products offer certain security features, yet
many variables can impact the security of your devices and data.
Canon does not warrant that use of its features will prevent
security issues. Some security features may impact
functionality/performance; you may want to test these settings in
your environment. Nothing herein should be construed as legal or
regulatory advice concerning applicable laws; customers must have
their own qualified counsel determine the feasibility of a solution
as it relates to regulatory and statutory compliance.
2 This feature is off by default and must be turned
on by the user. Warm up times are affected once turned on.
Availability and specifications are subject to change without
notice.
All referenced product names, and other marks, are trademarks of
their respective owners.
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SOURCE Canon U.S.A., Inc.