Commitment to Service: The Key to Delighting Customers Always

Kazutada Kobayashi
President & CEO, Canon India

Customer service has been an important aspect of any company’s sustained and long term growth. Canon India works in collaboration and for the upliftment of our customers, partners, employees and the community at large. Two core ingredients of the company’s success are ‘Innovation’ and ‘Customer Delight’. Owing to these, Canon leads the helm of innovation, with its expansive portfolio catering to the imaging industry. The company is renowned amongst the top patent holders, across the world.

Innovation has always been core to its DNA, which is explicit from the two decades of its legacy in the country. If we look back, unlike most of the other companies in Asia, Canon India started its journey with B2B and then built B2C over it, which now constitutes as much of a significant share to its business.

Customer delight being the foremost objective for Canon India, the company understands its customers and provides them tailor made solutions that are in line with technological advancements in the industry. Canon lays great emphasis on establishing lifetime relationship with the customers. They believe that while it is good to grow the customer base and achieve sales target, what helps a company’s growth is it’s connect and relationship with its customers that evolves over a period of time. Hence, Canon’s success is also driven by factors that influence the dynamics of a company’s relationship with customers. 

At Canon India, regional penetration is the backbone of business expansion. Canon is committed towards regional penetration into tier 2, tier 3 and tier 4 cities by reaching out to every interested customer through its offline segment. 

Canon’s Service Strength

From input of images to output, Canon takes pride in taking care of the entire 360 degree offerings, starting with the camera, then image processing to printing of pictures. The commitment, skill and innovation to offer a complete solutions portfolio backed with a robust after sales and servicing network is what makes Canon’s offerings unique and leading in the market. Canon is committed to delivering delight with an intention of multiplying smiles, and thereby continues to expand and excel in its services outreach to customers across the nation.

The company has 201 direct and indirect service networks in the country for its B2B division. In addition to guaranteeing a TAT for 2 hours for B2B customers, Canon boasts of conducting on-site home servicing for BIS (Business Imaging Solutions) consumers. In fact, the company secured a long term relationship with 82% of the BIS customers due to its effective after sales service.

Canon India has a helpdesk for its BIS division which is redefining quick fix solutions with instant support reach with just a call away. They also offer engineer and machine related support. While the 24*7 service Support is available in 3 locations, Canon offers Resident Engineers in 9 locations and machine operators in 16 locations.

 
Currently Canon’s service reach extends to over 600 towns covering 17,905 PIN codes across India - which comprises of 300 Camera collection points, 16 Camera repair centres, 241 Printer repair centers, 262 Copier, Scanner and Large Format Printer Sales & Service dealers.

Canon’s Retail Presence

Canon has retail stores across the country, widely known as the ‘Canon Image Square’ that provide a perfect amalgamation of our cutting edge technology and customer centric service. Advancing its Imaging stores to the third version, Canon has stepped into the new era of retail evolution.

The idea behind launching Version 3.0 of Canon Image Squares is to transform retail outlets into a destination, attracting customers to experience a whole new imaging revolution. The objective is to familiarize them with cameras and help them indulge in an extraordinary click to-print experience with Canon’s new-age technologies and software. Moving beyond just being a product store, the CIS Version 3.0 are ‘imaging stores,’ that would allow consumers to make memories and be allured by the magic of photography. Currently, Canon has 251 stores across 120 cities and envisions to expand to 300 stores by the end of 2018 to focus on promoting the culture of imaging in India.