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Business Solutions
Service and Support
At Canon, customer satisfaction is at the core of everything we do. Our award-winning service team sets the industry standard, helping to ensure maximum uptime of your devices and solutions to keep your organization running smoothly. Whether it’s proactive maintenance, expert technical assistance, or the utilization of genuine Canon parts and supplies, we employ the latest technologies to help you move business forward—whenever and wherever you need us.
OUR MISSION
Our Mission is to Serve You
It’s no surprise that 94 percent of our customers would recommend our service to a friend or colleague.* As a recognized leader in service, with top ratings in areas like customer satisfaction, response time, and repair quality, Canon has the accolades to back it up.
Our team has earned BenchmarkPortal’s “Center of Excellence” certification for 16 consecutive years for our tireless commitment to providing best-in-class service and support. We are also the recipient of the 2024-2025 Buyers Lab International (BLI’s) Pacesetter Award in Serviceability for our dedication to improving the customer service experience through innovative strategies and continuous investment.
* Confirmit, average for 2024
Our Mission is to Serve You
It’s no surprise that 94 percent of our customers would recommend our service to a friend or colleague.* As a recognized leader in service, with top ratings in areas like customer satisfaction, response time, and repair quality, Canon has the accolades to back it up.
Our team has earned BenchmarkPortal’s “Center of Excellence” certification for 16 consecutive years for our tireless commitment to providing best-in-class service and support. We are also the recipient of the 2024-2025 Buyers Lab International (BLI’s) Pacesetter Award in Serviceability for our dedication to improving the customer service experience through innovative strategies and continuous investment.
* Confirmit, average for 2024
USA Today's 2025 America's Best Customer Service
For its dedication to consistently providing customer's with high levels of support, Canon U.S.A. was recognized by USA Today and Plant-A Insights Group as one of the best customer service providers in the country. Earning 4 1/2 out of 5 stars in the Hardware, Electronics, and Automobile industry category, Canon U.S.A. stands out for its excellence in areas like professionalism, accessibility, responsiveness, and reliability.
OUR SERVICE AND SUPPORT OFFERINGS
Certified Technicians, Nationwide Service, and a Comprehensive Dealer Network: Our expert service professionals are factory-trained in Canon hardware, software, and network systems. With service coverage at the local, regional, and national levels, our support extends across the country. Our network of Canon U.S.A. Authorized Dealers throughout the nation are trained by Canon and can provide you with the same high level of service and support, and our Professional Services team can help your staff with implementation services and education.
Helping Hands You can Trust: We provide the highest quality of service and support to ensure your ultimate satisfaction, measuring our actions based on four specific key performance indicators (KPIs), which are actively benchmarked against industry standards. These are:
- Response Time
- Restore Time
- First Call Fix Rate
- Uptime
Advanced Remote Diagnostics: We benchmark, track, and analyze the performance of your device using advanced technology to help minimize downtime and enhance efficiency.
Genuine Canon Parts and Supplies: Our team provides you with parts and supplies designed exclusively for your device to help promote peak performance and longevity.
Dedicated Service Call Center and Help Desk Support: Our Solutions Support Centers handle thousands of customer interactions per year, helping our vast network of direct and non-direct sales channels to swiftly resolve issues remotely. This consultative assistance is fast, efficient, and here to support your every step of the way.
Proactive Maintenance and Automatic Parts Replenishment: To ensure your devices are running smoothly, we take a proactive approach to service. Our automatic parts replenishment system helps support our technicians by having the right parts in place at the right time.
A Strong Commitment to Your Organization
When you commit to doing business with Canon, you can count on our relentless support. Canon’s service team is dedicated to providing you with the best possible experience as you operate your device(s) and solution(s).
All of our technicians take part in extensive training, certification programs, and ongoing developmental guidance to stay ahead of industry advancements, allowing them to expertly support the products and software they service. With five nationwide training facilities that offer hands-on product experience and rolling virtual training and technical seminars, we are driven to assist you with service excellence.
SERVICE EDUCATION & TRAINING
Providing knowledge, expertise and best-in-class support to help your business succeed.
Continuous learning is the centerpiece for maximizing experience and providing end-to-end support to our customers. Canon's service education and training is focused on building the skills and confidence technicians need to thrive in the field. Through e-learning courses, instructor-led virtual sessions, and hands-on guidance at our Canon Regional Training Centers across the country, support professionals receive practical, in-depth education on the latest Canon innovations. With experienced instructors and cutting-edge facilities, we provide a learning experience that is interactive, efficient, and can be put to use immediately - all with the common goal of delivering the highest level of satisfaction to our customers.
PERFORMANCE-DRIVEN TOOLS
Our cutting-edge device management systems enable us to benchmark, track, and analyze device performance to promote your productivity and predict potential issues before they happen. Additionally, our advanced remote service tools are designed to optimize the performance of your device(s), and our virtual presence support leverages augmented reality to swiftly correct any issues you’re experiencing. With a continuous eye toward the future, we make significant investments in logistic systems, regional parts warehouses, and computer modeled technician inventories to supply you with the highest quality of service and support.
Automated firmware updates are available to help optimize uptime and minimize on-site service visits. As new firmware is released, your device can be configured to automatically update during off-peak hours. As with the updates that you are already familiar with for your smartphones, PCs, or tablets, these updates help keep your device in optimal condition.
Smart Services to Support Ultimate Uptime
Canon Smart Services are designed to help support Canon hardware throughout the device management cycle. These customer-focused services are in place to save you time. They enable our technicians to respond to issues quickly, while delivering a high level of device performance to your organization. Smart Services allow for many processes to be automated so that you can dedicate your resources to more strategic tasks that facilitate business success.
SMART SERVICES OFFERINGS
Provides a streamlined, centralized point of control for all devices installed across your enterprise.
Helps to reduce device replacement time and easily migrate information from one device to another.
Ensures users are always using the latest versions of firmware.
DEDICATED SUPPORT
A Convenient Way to Manage Your Account
Canon also ensures your satisfaction by offering quick and easy online access to everything you need to manage your account through the MyCanon Business platform, our complimentary 24/7 account management portal for Canon direct customers.
The Right Parts in Place
To help ensure high quality output and maximum performance of your Canon technology, our technicians only use genuine Canon parts and supplies designed for your device(s). This helps to support longer machine life, higher yields, excellent output, and protection against equipment damage and voided warranties from third-party parts. Additionally, Canon drives its sustainability initiatives by utilizing environmentally friendly revitalized parts when and where appropriate. Backed by a talented team of top-notch internal engineers and processed in the U.S., we confidently fulfill your service needs with sustainable parts that exceed today’s unique standards.
We’re Always Just a Phone Call Away
When your device isn’t operating properly or you’ve experienced a roadblock in your printer’s efficiency, Canon’s advanced service call center is here to provide you with fast, efficient, and consultative support. With live, U.S.-based technical support agents at the ready, and a Help Desk staffed with software engineers and proactive call routing and resolution tracking to quickly troubleshoot, we can help get you back up and running quickly. These capabilities extend to virtual presence technology that allow us to find a resolution for your problem remotely and in real time.
Preemptive Maintenance to Enhance Machine Efficiency
At Canon, we enjoy going the extra mile. Our service team takes a proactive approach to detecting potential issues with your device before they even have a chance to interrupt your workflow by performing preventative maintenance at every service visit. To support this, we operate three regional parts warehouses and more than 60 local parts centers to ensure ongoing availability of Canon genuine parts. Additionally, our automatic parts replenishment system enables our team to have the right parts in hand the moment you need them.