Keypoint Intelligence Announces Winner of PaceSetter Award for Outstanding Serviceability
Fairfield, NJ – Keypoint Intelligence - Buyers Lab (BLI), the world’s leading independent evaluator of document imaging software, hardware, and services, today announced that Canon U.S.A, Inc., is the winner of the BLI PaceSetter award for Outstanding Serviceability 2018–2019. Based on research conducted in the U.S. market, this award recognizes the OEM that has the best-designed tools, programs, and training to enhance the serviceability of its devices.
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.
“Service and support are important to customers, it’s that simple,” said Randy Dazo, Director of Keypoint Intelligence’s Office Technology & Services Group. “Organizations understand how critical the MFP is to business processes, and they cannot risk downtime caused by poor support. OEMs have recognized this and are considering how to enhance serviceability, whether it’s in the design of the MFP, mobile tools for technicians, training programs, or the use of smart technology like artificial intelligence and predictive analytics.”
Canon’s Outstanding Support Covers All Bases
The components supporting Canon’s overall excellent service reputation are the Technical Support Center (TSC) and the Customer Solutions Center (CSC). These locations provide machine setups to emulate customer environments, free support with extended hours, and coverage for all time zones. Unique to Canon is the CSC, which exhibits a collaborative environment where TSC representatives, engineers, field personnel, and developers can partner and best solve problems. Canon scored well in all categories, but exceptionally well regarding tools. SnapShot, as the name would imply, offers a dynamic snapshot of devices in the field with usage visualizations and statistics. e-Support features a mobile knowledge base, service manuals with images and video, a direct “click to call” the TSC, and the GRID, an e-community for technicians and Canon to support one another. Canon has also developed a predictive service model and the Canon smART service system, including a suite of tools to remotely interface and intervene with devices, train customers on device usage, enable certain error codes to contact dealer directly so that the customer may never even know that there is an issue, and plan service calls with greater efficiency.
About Keypoint Intelligence - Buyers Lab
Keypoint Intelligence is a one-stop shop for the digital imaging industry. With our unparalleled tools and unmatched depth of knowledge, we cut through the noise of data to offer clients the unbiased insights and responsive tools they need in those mission-critical moments that define their products and empower their sales.
For over 50 years, Buyers Lab has been the global document imaging industry’s resource for unbiased and reliable information, test data, and competitive selling tools. What started out as a consumer-based publication about office equipment has become an all-encompassing industry resource. Buyers Lab evolves in tandem with the ever-changing landscape of document imaging solutions, constantly updating our methods, expanding our offerings, and tracking cutting-edge developments.
About Buyers Lab PaceSetter Awards
Based on exhaustive questionnaires, in-depth interviews, and a proprietary rating scale, Buyers Lab PaceSetter awards recognize those document imaging OEMs that have shown market leadership in a variety of categories, including Document Imaging Security, MFP Platforms & App Ecosystems, Mobile Print, and key vertical markets.