- Canon India has built a strong service infrastructure over the years. Can you share how Canon’s service network has evolved to meet the growing demands of its diverse consumer base?
At Canon India, staying true to our principle of ‘Delighting you always,’ we have been committed to offering a robust service infrastructure for our diverse range of product and solution segments to ensure post-purchase convenience to customers. In the last 25 years of Canon operating in India, we have remained nimble to keep pace with the rapidly evolving industries and customer needs. We have adopted a digital-first approach, which allows us to provide faster, more efficient service while maintaining the highest standards of customer care. By leveraging innovative technology, we’ve been able to anticipate and address customer needs with greater precision and agility.
In line with this, we have introduced various digital solutions, such as predictive maintenance, remote/virtual/self-help support, and e-maintenance, which allow us to deliver seamless, convenient, and personalized experiences. Further, these advancements not only enhance operational efficiency but also ensure that we are consistently meeting our customers’ expectations. Through this digital transformation and continuous focus on innovation, Canon India remains dedicated to delivering exceptional service that adapts to the evolving demands of our customers.
- How does Canon ensure a customer-centric approach in its service and engineering operations? Can you highlight any key initiatives that have been implemented to enhance customer satisfaction and support?
With a focus on enhancing the customer journey, we at Canon India are continuously scaling new levels of performance across the business. One of the ways we ensure consumer satisfaction is through seamless product maintenance and user-friendly digital experiences, all within a comprehensive service environment. We have implemented several innovative technologies to make this possible, such as our automated forecasting services, which include e-Toner, e-Meter Reading, and e-Proactive. These tools allow for predictive and proactive actions, reducing the time our customers spend on monitoring machines and other related tasks.
In addition, our virtual/remote/self-help support service offers remote assistance from our skilled engineers, allowing our customers to operate efficiently, even in challenging circumstances. Recognizing the importance of connectivity in today’s digital world, Canon India ensures ease of communication through various omni-channel platforms like our website, WhatsApp, e-business portal and app, email, and our dedicated Canon Contact Centre. Each of these channels works together to provide a comprehensive and satisfying customer experience and make sure that through such initiatives we remain dedicated to continuously evolving to meet our customers’ needs.
- What are the key components that contribute to the robustness of Canon’s service network? How do these elements work together to ensure smooth and efficient service delivery, and the company maintain consistently high service quality standards?
As a leading brand in imaging solutions, Canon India is continuously evaluating market shifts and staying ahead of key industry trends. We understand that a strong service network is built on high-quality training and a skilled workforce, which are critical to maintaining the excellence we are known for. Our service infrastructure is robust and strategically located. We operate 6 Master Service Centres in key cities including Delhi, Mumbai, Chennai, Bengaluru, Cochin, and Kolkata. In addition, we have 9 authorized service franchises, 235 camera collection centres, and cover 95% of the country’s geographical pin codes.
With 200125 direct locations, this extensive network forms a powerful task force that ensures smooth and efficient service delivery across the nation. At the heart of this network is the Canon Technical Excellence Centre, a symbol of our long-term commitment to keep our customers’ satisfaction benchmarks as best in the industry. This state-of-the-art facility houses highly sophisticated tools, providing an environment for product servicing and training. It is designed to offer a comprehensive learning experience, focusing not only on technical expertise but also on the soft skills development of our workforce. Through this centre, we continue to invest in technology-driven skills and innovative approaches to deliver top-tier service.
- What recent innovations or improvements have been made to enhance Canon’s service delivery? How is the company leveraging technology to make service faster, more reliable, and more efficient?
At Canon, we are committed to continuously improving our service delivery by reducing machine downtime and minimizing disruptions to our customers’ daily operations. To achieve this, we closely monitor industry trends and adapt to meet customer needs across India. We are also focused on enhancing the technical skills of our engineers through sustainable development initiatives. Recently, Canon India expanded its Apprenticeship Training Program in partnership with the Japan-India Institute for Manufacturing (JIM), aligning with the Government’s Skill India mission. In addition, we offer product and on-the-job training to support the hybrid engineer concept, provide a unified tech support desk for engineers, conduct cybersecurity awareness sessions, and organize skill challenge or Tech showdown with knowledge certification programs.
Canon India has also made significant strides in leveraging technology to improve service efficiency. Our Smart eServices platform is a suite of value-added services designed to enhance the customer experience throughout the entire lifecycle of their devices. Key features of Smart eServices include:
- Rapid Installation
- Remote Monitoring
- Predictive Maintenance
- Remote Collaboration through Merged Reality
- Performance Analytics
These capabilities streamline device setup, monitor consumable usage, predict and prevent potential issues, and facilitate remote collaboration, enabling customers to access self-service options when needed. With these innovations, we have maintained a customer satisfaction score of 9.9/10 in the B2B sector over the past two years and continue to strive for excellence across all areas of our business.
- Canon India is focusing on ‘Henkaku‘ or transformation as its core strategy in 2024. Can you share how this transformation strategy is influencing Canon’s service infrastructure and overall customer experience?
Canon India embarked on a transformative journey towards accelerating growth in India with the implementation of ‘Henkaku’ last year. Focusing on three key pillars including product and service offerings, corporate infrastructure and workflow, and organizational structure, we took giant strides in further solidifying our leadership in the industry. This multi-dimensional approach ensures we are not only elevating operational efficiency but also delivering superior customer experiences. Further, we are focusing on penetrating new markets and strengthening our presence in existing ones by incorporating innovations in our product development and operational processes.
- How has the service infrastructure adapted to cater to the needs of these new segments, particularly in areas like B2B, SMEs, and Government? What are some of the key challenges Canon faces in maintaining a high standard of service delivery, and how is the company addressing these challenges?
At Canon India, we have strategically diversified our service infrastructure to meet the unique needs of various market segments, including B2B, SMEs, and government clients. In the B2B space, we have over 250 dedicated staff across 25+ locations, providing specialized support to our corporate and professional customers. Our extensive partner network of nearly 200 associates ensures that we can offer seamless service to over 1,000 locations nationwide, enabling us to maintain a strong presence and meet the demands of our growing customer base. To further enhance customer experience, we are expanding our service support by increasing the number of product collection points and deepening our reach in different geographies, making it easier for customers to access our services. As industries evolve, we continuously monitor sales trends across all product lines to adapt our service offerings accordingly.
One of the key challenges we face in maintaining a high standard of service delivery is balancing operational efficiency with sustainability. As industries place increasing emphasis on eco-friendly practices, Canon is committed to integrating sustainability into both our products and operations. This includes implementing greener practices in service delivery and product lifecycle management. While ensuring efficiency and accessibility remains a priority, we are actively working toward sustainable solutions to reduce our environmental footprint. In an ever-evolving market, we remain focused on providing exceptional service while meeting the growing demands for sustainability and operational excellence across all sectors.
- What are Canon’s key goals for its service and engineering operations in 2025 and beyond? With sustainability being a focus across industries, how does Canon India incorporate sustainability into its service operations?
As we look ahead to 2025 and beyond, Canon India focused on keeping up with the demands of today’s world along with shaping the future of service and engineering through innovation, efficiency, and sustainability. Our key goals revolve around customer-centric innovation, operational efficiency, and sustainability. We aim to provide cutting-edge solutions that are not only reliable and efficient but also tailored to meet the evolving needs of our customers. To achieve this, we are continuously investing in advanced technologies and upskilling our teams to ensure our service operations are seamless and responsive, no matter where our customers are located.
Considering sustainability as a major focus we are invested in incorporating eco-friendly practices such as energy-efficient processes, recycling programs for our products, and promoting the use of consumables that are designed keeping sustainability in mind. Through these efforts, the brand looks forward to actively align with global sustainability trends while continuing to deliver the high-quality service our customers expect.
- In today’s digital era, what role do technology, and digital tools play in enhancing the efficiency and quality of Canon’s service operations? Is Canon planning to introduce AI for service operations in the future?
We at Canon India are constantly adapting to the changing market dynamics to connect with our customers in the most efficient way possible. With the rise of advanced technologies and the growing importance of digital connectivity, we have strengthened our presence in the digital realm to maintain and enhance our customer relationships. Our online portals, social media platforms, websites, and other digital tools have enabled us to offer 24/7 support, ensuring a seamless experience for our customers. We recognize that technological advancements are not only transforming the present but will continue to be a game changer in the future. These tools will act as catalysts for even greater transformation as the world evolves, empowering India’s service ecosystem and enabling us to better serve our customers.
