Smart eServices - Canon Malaysia
Smarter Maintenance
Smart eServices is a suite of IoT-empowered support services aim at transforming field service from traditional break-fix to data-driven smart maintenance.
Leveraging on new technologies such as artificial intelligence (AI), merged reality, condition-monitoring and machine learning, maintenance is becoming increasingly intelligent. The real time data is constantly monitored by our remote monitoring teams so we could schedule maintenance, diagnose device issue, replace spare parts, and generate useful analytics for our customers. This leads to fewer breakdowns, less downtime and increased efficiency.
Smart eServices represents our latest end-to-end support capabilities powered by IoT. It reaffirms Canon’s commitment to delivering innovative field service for our customers in South and Southeast Asia region.
Canon Regional Service and Support leader shares how Smart eServices help streamlined device maintenance and enhance customer experience.
Watch Smart eServices Explainer Video
Device Lifecycle
ONBOARD
Quicker Onboarding
Installation Support Services (ISS)
Switching devices can mean downtime and a lag in productivity when users have to wait for new devices to be up and running.
With ISS, office devices are pre-configured from pre-supplied customer network information, and fully tested before delivery, resulting in speedy installation and minimize disruptions at customer’s premise.
MAINTAIN
Early Detection and Prevention
Predictive Scheduled Maintenance
Predictive Scheduled Maintenance (PSM) uses the connected device information received and notifies Canon service team when the selected consumable parts reach the LIFE/Remaining Days. With the “remaining days” information, backend can accurately schedule engineer to perform the parts replacement without disrupting customer print job.
MAINTAIN
Accurate Diagnosis
Fault Diagnosis
The Fault Diagnosis functions by continuously monitoring and analyzing device data and localize the fault to the lowest component. Failure alerts will be sent to Canon engineer so timely maintenance and intervention can take place, bringing about a shorter resolution time.
TROUBLESHOOT
Remote Troubleshooting
Virtual ASSIST
Using Merged Reality technology, Virtual ASSIST enables remote experts to work virtually side-by-side with engineers needing help. Whenever the engineers face complex issues, they can now initiate a Virtual ASSIST call and be visually guided by remote support specialists to resolve the problem accurately and efficiently.
TROUBLESHOOT
Quicker Resolution
Remote Helpdesk
With this service, Canon and its Service Team are able to view and, upon your further permission, access your multi-function device remotely, for the limited purpose of providing live assistance to address your inquiry so that your device can return to normal operations as soon as possible.
REVIEW
Customer Self-help
eBusiness Portal
Designed exclusively for our valued customers, eBusiness Portal is a one-stop solution platform for our corporate clients to perform transactions such as ordering of consumables, review device performance, retrieve invoices, submit meter counts and log a service request, all at the click of a few buttons.
Security Standard
Certification
ISO/IEC 27001: 2013/
ISO/IEC 27001: 2013/
JIS Q 27001: 2014
Canon Inc. Digital Printing Digital System Development Centre, Kawasaki Office has acquired ISO/IEC 27001:2013/JIS Q 27001: 2014 certification on 16 March 2023.
Scope of Certification:
Development, operation and maintenance of online support services for multifunction devices and printers
Certification
ISO/IEC 27017
ISO/IEC 27017
JIP-ISMS517-1.0
Canon Inc. Digital Printing Digital System Development Centre, Kawasaki Office has acquired ISO/IEC 27017 on 16 March 2023.
Scope of Certification:
ISMS Cloud Security Management System regarding provision of Monitoring Service for multifunction devices and printers as a cloud service provider, and use of public cloud services (IaaS &PaaS) as a cloud service customer.
Be Digital Ready
Competency
Service Meister Challenge
Upskilling is great for team morale and staff retention. The Service Meister Challenge is a regional technical skills competition designed to giving service engineers the opportunity to develop and grow professionally.
Competency
Digital/Hybrid Engineer Transition
Qualified hardware engineers are trained to undergo a hybrid engineer career path for the purpose of developing strong understanding of hardware, applications, IT infrastructures and networking knowledge.
Efficiency
Adoption of Merged Reality in Field Service
Merged Reality service solution connects a remote expert in the same room as the field engineer, allowing both to diagnose and troubleshoot device issues effectively and efficiently.
Efficiency
Data-driven Field Service Solution
Our engineers are equipped with mobile devices which allow them to set aside their day-to-day activity, keep track of task performed, maintenance history, parts availability and delivery, in real time and on the go.
Competency
Online Technical Knowledge Assessment
Service engineers are required to undergo annual online technical knowledge assessment to identify gaps in their hardware troubleshooting, solutions support and digital capabilities.
Customer Centricity
Post Service Customer Experience Survey
Keeping a real-time check on the evolving customer expectations is the key in understanding how frontline engineers deliver our promise. Often, the insights gathered from our survey is also used to power a vast amount of service innovations.
- Availability of Smart eServices is limited to Singapore, Malaysia, Thailand, India, Hong Kong, Philippines and Taiwan markets only.
- Specifications and terms of offers may change without notice.