[Music]
[Leroy:] The Canon Service and Support mission
is focused on providing the best possible end-to-end solutions
support for our service partners and end customers.
It's about aligning and integrating
the latest technologies and service automation,
as well as our team of experts to be
able to support our customers' productivity and experience
with Canon solutions.
[Matthew:] Canon's corporate philosophy of Kyosei
means, "harmoniously living and working together
into the future."
In the spirit of Kyosei, Canon places a strong emphasis
on customer support.
[Wayne speaking on phone]
My job is to solve as many problems as possible
in the shortest time frame as possible.
We do that through various means: telephone,
WebEx, and collaboration with other team members.
For 17 years, I was a field service technician.
I was on the front lines, just like our callers are today.
I know what it's like when you need help
and you're stuck in front of the customer.
If the machine is down, time is money.
[Music]
Our service partners … they are our customers, in essence.
We're supporting the customers who purchased our products,
but they actually purchased the products
from their service partner.
The service partner is providing first-level support.
[Matthew:] Canon service partners go through a rigorous training
program covering online, in-house, and virtual training
so that they're ready to provide customers excellent support.
The tools that we provide our partners in the field
starts, really, with our e-support center.
That's sort of a self-service type of tool
where they can go search knowledge-based articles,
use some collaborative tools called "the grid," where they
can actually ask and answer questions
with other partners in the field.
These self-service options should provide the dealer
with a number of solutions to real world issues,
but if they're unable to find a solution for the customer's
issue, they can contact the state-of-the-art
Customer Solutions Center.
[Music]
The Customer Solutions Center is a differentiator,
and it sets a new standard in customer
support in the industry.
[Michael:] The Customer Solutions Center is a
state-of-the-art, new facility where we're bringing together experts
on hardware, software, engineering, field …
all under one roof in a highly collaborative environment.
We have just about every product model
and Canon software here running.
So while we're on the phone, we're
able to quickly test here/duplicate problems.
[Pauline speaking on phone]
Our hardware and software engineering departments
are always available right in the lab.
[Christian:] We have multiple models of different machines
so that we can have multiple people troubleshooting
different issues at the same time.
[Fordel:] We're closely working together.
Everyone is asking each other questions.
[Michael:] Collaboration fosters learning, progress, and faster
solutions for our customers.
What would take us a day to resolve in the past
might take us just minutes now.
We want to achieve maximum customer satisfaction.
[Music]
[Bertram:] Canon gives the best service in the industry.
There's no other that can compete with us.
For us, resolution has to be our goal and nothing less.
We have received the Benchmark Portal Center of Excellence Award
And we're very proud of it.
[Fordel:] I definitely get a satisfaction out of
resolving customer issues.
It's the reason why I come to work every day.
[Wayne:] When a partner tells you, "Thank you,
I wouldn't have been able to do this without you,"
it's a good feeling.
We're turning customers into repeat customers, which is
the most important objective.
I'm very proud of how all the teams have come together
to really collaborate and and develop the new
Customer Solutions Center.
[Michael:] Best products. Best technology. Best people. Best service …
["That's wonderful! So success on that one."]
Best-in-Class.
[Music]
For more infomation >> Autoboy Blackbox : Dashcam App - 2019-01-09 10:44:29 2 S Prospect Ave, Bergenfield, NJ 07621, USA - Duration: 1:36. 
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