London, UK, 2nd September 2024 – Canon today announces that it has received the Buyers Lab (BLI) 2024-2025 Pacesetter Award in Serviceability - a prestigious industry award from Keypoint intelligence, the market research firm and independent evaluator of print and smart technology hardware, software and services. The award recognises the print vendor with the best serviceability strategy, tools and resources based on Keypoint Intelligence’s recent Serviceability Market Insights report.
The report, which compared the leading print vendors in Western Europe and North America, highlighted Canon’s exceptional service and support strategy, and its innovative approach to enhancing the serviceability of its devices. It also praised Canon for its simplified device design, modern tools, predictive analytics and training programmes – all of which help to reduce downtime and quickly resolve issues for its end customers.
Deborah Hawkins, Group Director of Keypoint Intelligence’s Workplace Team, comments: “Printers and MFPs are central to many business processes, and therefore its vital that downtime caused by poor support is kept to a minimum. Our Market Insights study in Serviceability showed that Canon is the deserving winner of the BLI 2024-2025 Pacesetter Award in Serviceability, with a forward-facing and effective service offering that empowers people and organizations to stay productive.”
Other key elements praised in the report included Canon’s sustainable practices, which scored highest against the competitors assessed. Canon has the broadest strategy for remanufacture, reuse and repair of devices, spare parts and supplies, which is of growing importance to customers. From a product perspective, the imageRUNNER ADVANCE ES range was highlighted as a leading example of the ‘as new’ remanufactured offerings available for customers looking to increase their circularity.
Marc Bory, Vice President of Marketing and Innovation, Digital Printing & Solutions at Canon Europe, and CEO of IRIS comments “Our commitment to ensuring excellent customer service has been a key focus for our business for many years and we are delighted to achieve the BLI 2024-2025 Pacesetter Award in Serviceability – as well as leadership positioning in Keypoint Intelligence’s accompanying report. This recognition reflects our ongoing commitment to our customers and partners - and the efforts that we make to work closely with them to shape and deliver the best outcomes and reduce downtime.”
“We are proud to offer customers high-quality products inclusive of sustainable options, to support businesses with their circularity goals. This coupled with our outstanding customer service has enabled us to bring the best product reliability and service experience to the market”.
The other hardware, services, and solutions that contributed to Canon’s industry-leading ranking include:
• Direct Service Workforce: With one of the largest direct service workforces in the industry, Canon has a strong focus on continuous learning to ensure high competency levels with tailored approaches for direct and indirect channels.
• Design and hardware: Simplified design, high-quality hardware, and platform commonality support higher service profitability and a significant reduction in repair time.
• Remote resolution: Canon is focused on increasing remote resolution capabilities via helpdesks and remote tools such as AVA Augmented Video Assistance. Additionally, the deployment of the ServiceNow platform across the organization is set to be complete by the end of 2024, which will enhance the integration of incident, problem, and change management processes.
• Continuous Feedback from Channel partners: Local channel partner forums provide opportunities to exchange best practices and provide feedback to ensure Canon’s continuous improvement and alignment with market needs.
About BLI Pacesetter Awards
Based on exhaustive questionnaires, in-depth interviews, and a proprietary rating scale, Buyers Lab Pacesetter Awards from Keypoint Intelligence recognize those document imaging OEMs that have shown market leadership in a variety of categories, including technologies, services, and key vertical markets.