*NEWS*CANON’S NEW SRVC STRATEGY FOR INDIA

[Anonymous]

Canon Announces New Service Strategy

Mumbai, Sep, 2005

Printing major Canon
India announced a new service strategy, under which it launched the
Canon Care Centre and MOSS – Mobile On Site Support.
A release from Canon cited a customer research which said 65 percent of
customers look for service competency of a company before making a
purchase decision. It has a higher value than even quality and
reliability of the product.

Canon’s new service strategy revolves around speed, accuracy and
reliability, and includes setting up of exclusive Canon service centers
in 32 cities across the country, launching the mobile on site service
van and providing a new identity to Canon service.

Canon Care Centre will be providing single-point access to customers
for all their service needs for any product. The centers would be
branded with the new identity logo for service and would be equipped
with trained service engineer in Canon uniform to handle repairs and
queries.

These centers will provide single point of contact for Canon consumer
products (printers, scanners) and would also be front ending for the
Canon camera products. These centers would also sell consumables and
accessories.

The first Canon Care Centre was inaugurated in Delhi on July 14, 2005.
32 more locations, including metros and other cities such as Udaipur,
Chandigarh, Indore, Surat, Kochi, Hyderabad, Patna, Bhubaneswar and
Ranchi, have been identified as locations for setting up Canon Care
Centres by December 2005.

The Mobile On Site Support van will be available on call to collect the
machine for repair and would return the product back at the customer’s
doorstep. Canon Care Centres at Delhi, Mumbai, Kolkata, Chennai,
Bangalore and Hyderabad will be supported with the MOSS van.

Commenting on the new strategy, Alok Bharadwaj, vice president, Canon
India, said, “Canon has long been known for product quality and
reliability, and with these initiatives we want to deliver even higher
business value to our customers and partners.”

He further added, “This is the start of a new journey on transition from Customer Satisfaction (CS) to Customer Delight (CD).”

“This is an exciting development for the entire industry. The aim of
the initiative is to accelerate service being provided to the
consumers. This initiative will build on the trust that Canon consumers
already have on the brand,” said Rajesh Sahni, assistant
director-market engineering, Canon India.

Currently, Canon India has two well-established service channels
including one for its printer and scanner channel with a network of 100
service centers across the country and the other for its camera
products.

[Author]

September 8, 2005 at 1:00 PM