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 user 2005-09-08 at 12:59:00 pm Views: 62
  • #12407

    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

    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

    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