Canon Wins BLI 2024-2025 Pacesetter Award for Serviceability, Recognized for Exceptional Support and Innovation

The award acknowledges Canon's outstanding serviceability strategy, tools, and resources, as highlighted in Keypoint Intelligence’s recent Serviceability Market Insights report.

Canon  has been honored with the Buyers Lab (BLI) 2024-2025 Pacesetter Award in Serviceability, a prestigious accolade from Keypoint Intelligence. The award acknowledges Canon's outstanding serviceability strategy, tools, and resources, as highlighted in Keypoint Intelligence’s recent Serviceability Market Insights report.

The report, which assessed leading print vendors in Western Europe and North America, praised Canon for its exceptional service and support strategy. Canon’s innovative approach to enhancing device serviceability was noted, including its simplified device design, modern tools, predictive analytics, and comprehensive training programs. These elements collectively contribute to reduced downtime and expedited issue resolution for customers.

Deborah Hawkins, Group Director of Keypoint Intelligence’s Workplace Team, commented, “Printers and MFPs are central to many business processes, making it crucial to minimize downtime caused by inadequate support. Canon’s forward-thinking and effective service offerings make them a deserving recipient of the BLI 2024-2025 Pacesetter Award in Serviceability, empowering organizations to maintain productivity.”

The report also highlighted Canon's commitment to sustainable practices, which were rated highest among competitors. Canon’s strategy for remanufacturing, reusing, and repairing devices, spare parts, and supplies was recognized for its importance to customers. The imageRUNNER ADVANCE ES range, in particular, was cited as a leading example of 'as new' remanufactured offerings that enhance circularity.

Marc Bory, Vice President of Marketing and Innovation, Digital Printing & Solutions at Canon Europe, and CEO of IRIS, expressed his enthusiasm: “Our dedication to exceptional customer service has been a central focus for us, and receiving the BLI 2024-2025 Pacesetter Award in Serviceability reflects our commitment to our customers and partners. We strive to deliver the best outcomes and minimize downtime, and this recognition underscores our efforts.”

Bory further emphasized Canon’s commitment to high-quality, sustainable products and exceptional customer service: “Our focus on providing reliable products and excellent service, coupled with our sustainable options, has allowed us to offer unparalleled product reliability and service experience.”

Canon's industry-leading ranking is also attributed to other significant factors:

Direct Service Workforce: Canon boasts one of the largest direct service workforces in the industry, with a strong emphasis on continuous learning and tailored approaches for both direct and indirect channels.

Design and Hardware: The company’s simplified design, high-quality hardware, and platform commonality support increased service profitability and reduced repair times.

Remote Resolution: Canon is advancing remote resolution capabilities through helpdesks and remote tools like AVA Augmented Video Assistance. The deployment of the ServiceNow platform by the end of 2024 will further enhance incident, problem, and change management processes.

Continuous Feedback from Channel Partners: Local channel partner forums facilitate the exchange of best practices and feedback, driving Canon’s continuous improvement and alignment with market needs.

Canon’s achievement of the BLI 2024-2025 Pacesetter Award in Serviceability underscores its leadership in delivering exceptional service and support in the print technology sector.