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Canon Live by the Motto of ‘Delighting You Always’

By: DT News Network
October, 20, 2017

Indian ICT market is growing with great pace in recent years due to government initiatives like Digital India, Make in India, Smart Cities, Digital Money and many more. There is huge potential in the market for every player despite very tough competition between tech vendors. The best way to stay ahead in this competition is to retain existing customers and taking care of new customers. This task becomes very easy if vendors have excellent service support for customers.Catering best service in the industry may help a brand to strengthen the trust and build a good reputation in the industry. Canon, a business leader in Indian market has always believed in policy to offer robust service support to its customer. Mr. Rahul Goel, Director, Market Engineering, Canon India exclusively chats with DT on emerging trend of after sale support. 

DT: How do you see the overall change in Service industry in India especially for technology brands?

Mr. Rahul: After sales service plays a pivotal in customer satisfaction and customer retention. Strengthening the bond between the organization and customers, After Sales service generates loyal customers for the brand. In the last 10-15 years, we have seen the market evolve significantly. Customer service reach has been elevated and improvised through several channels. Internet has become an extremely powerful tool for customer interaction. Service outreach has become much faster over these years. With the emergence of social media, customers now also share their experiences of service over social media or on the website of brands.

We at Canon have a nimble Service Organisation which continuously tracks these changes in customer expectations and accordingly we deliver our services in a manner which complements our customer’s requirements. We have completed twenty years in the country this year and I am proud to share that we still have our partners and customers, with whom we had commenced this journey.

DT: How Canon is leading as an example in offering best services to its loyal customers?

Mr. Rahul: We live by the motto of ‘’Delighting You Always’’. To achieve this objective we have a robust service infrastructure consisting of both Direct &Indirect channels, catering to our entire range of B2B & B2C products across the length & breadth of our vast nation. We call this endeavour of constructive and elaborate customer outreach- “Market Engineering”. Our service organisation not only deals with repair of the product but positively influences the customer’s behaviour towards our brand and our organisation. Our relationship with our customers begins way before a product is purchased and it continues for years.

In B2B space, we provide onsite service through a vast network of Direct as well as through our partners. We not only cater to Device Management but focus on Relationship Management and Account Management. The high percentage of repeat orders are a testimony to our long term relationships with our customers.

DT: Will you please share briefly your overall service support mechanism or infrastructure which caters to PAN India customers?

Mr. Rahul: In the B2B space, we have one of the largest direct service network in the industry consisting of more than 250 direct staff operating out of more than 150 locations through which we provide service support to our corporate & professional customers. These teams use our infrastructure and technology extensively to achieve new benchmark in Service Quality. In addition, we have a vast network of 185 Partners extending support to 1000+ locations. These partners are well integrated in our service network drawing on our own systems, trainings and support to provide similar service quality as our Direct Service Organisation.

In B2C space, we provide Onsite & Carry in Service depending upon the product. For cameras, we have 18 Specialised Service Centres including7 of our owned Service Centres which are equipped with state of the art facilities and equipments capable of carrying out complex repairs and adjustments. This is complemented by a network of more than 300 Camera Collection Points across the country so that we can reach as many customer as possible.

For Printers, we operate through our vast network of more than 235 dedicated service partners who collectively cover more than 17000 pin codes across the country accounting for roughly 90% of our geography.

DT: What are your plans to boost service support and make customer experience more delightful with Canon? What is the involvement of next gen technology in this process?

Mr. Rahul: We are extending our Direct Service Support System with growing customer reach along with increasing our Indirect Service Reach by adding partners. As we are extending our reach in Tier 1, 2, 3, 4 locations, we are opening all digital channels for engagement with the customers. We are making our Brand more accessible to our customers with Omni channel(Voice, Web, Physically, Remote, and Intuitive) support.

We offer value added services to make after-sales hassle free for our customers, we are promoting Self Help to customers by our Website that helps them in online support, product installation, up gradation, warranty extension, self-call Logging, among other facilities.

Keeping pace with the technological evolvement of our customers, our engineers are now provided an appsthat enables them to reach and respond to customers effectively, even while on the move.It also enables our agencies to capture digital proofs for meter readings.

DT: Please brief us about your strategies for channel expansion. Are you working to add more partners to strengthen your reach in tier II and III cities?

Mr. Rahul: We are expanding & continue to do so in Direct & Indirect Channel as per Market requirements .We want to reach our customers to provide them with quality service at optimum costs across the country.

With emergence of digital media,we areexpanding our onlinesupport as well with help of Solution experts, Level II team for B2B customer sales to smaller locations.

As of date, we have covered 90% pin codes for Printer Services, and we are gradually expanding our outreach. Having an offline presence and an elaborate channel to reinforce sales and service can be extremely integral in gaining customer trust.

DT: Do you have any specific service offer/campaign running currently? Do you have plan to announce any service scheme for customers during the upcoming festive season?

Mr. Rahul: We have specific, customised service offerings available 365 days in a year.

We are also organising service Campsat one of India’s largest fairs, Pushkar Fair. This fair which is being organised from 23rd October to 4th of November, will witness participation of National and International Photographers. We will be available on ground to provide warranty and repair support service with our camps and highly trained engineers. 

We also have Canon Camera Protection Scheme for Overseas Travellers, called Canon Asia Traveller Protection Programme (ATPP). This would be beneficial to customers travelling this festive season.

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