24 Aug 2020
— Canon Hong Kong Attained HKACE Customer Service Excellence Award
Presented Smart and Intimate Service Experience with Comprehensive e-Workflow Solutions
Canon Hongkong Co., Ltd. (Canon Hong Kong) has been actively participating in the "Customer Service Excellence Award" program organized by the Hong Kong Association of Customer Service Excellence (HKACE). In 2019, with the achievement of "Business Process Management –e-Workflow Solution", Canon Hong Kong proudly attained the “Outstanding Customer Service Program Award – Merit Award”. In particular, it is also the fifth consecutive year award in praise of the company’s caring and competent service.
The HKACE has been advocating the use of digital technologies in customer services, emphasizing the importance of integrated channels by embedding human touch elements into digital technology, so as to provide a better customer experience that fulfils their new demand. In this year’s program, themed with “Business Process Management – e-Workflow Solution” to share how Canon Hong Kong integrates digital solutions into our customer services process to enhance its services quality and keep abreast with the times, in both business and consumer areas.
All-rounded Online Service Platforms
Canon Hong Kong is committed to providing a one-stop online platform in order to satisfy the needs for consumer products’ customers. Our online platform supports all product categories, not limited to camera and lenses, but also videography solutions, various multifunction printers and scanning products. Upon completion for the online registration, customers can enjoy a series of intimate post-sales service including requesting for the product repair quotations, making online payment, arranging an appointment for door-to-door pickup and delivery services, checking repair status with SMS update in real-time, seeking assistance via online chat or customer service hotline, anytime and anywhere.
Remote and Predictive Technical Support
For corporate clients, Canon Hong Kong invests smart technologies into the services, including the provision of remote technical support (rTS) and products with cloud services to improve operating efficiency to fulfill the corporate clients’ needs. The system allows us to monitor the machine status proactively. Engineers can receive the live information through their mobile device, which shortens the repair time and provides excellent one call resolution service to clients. In other words, technology is a revolution to change our service from reactive to predictive.
Under the epidemic situation, rTS becomes more critical. Besides on-site service support, we provide diversified online support, including FAQ and demonstration videos as well as remote network connections, so that customers can enjoy more options on our services.
e-Workflow for Routine Works
For the routine daily operations in different Administrative Departments, there have been 44 digitization plans completed in four years since 2016, to simplify routine works among various departments. All of these e-workflows effectively help to reduce the workload, time and cost for our Manpower. Mobile working platforms also enable our colleagues to operate their business practice in ways beyond traditional methods. Simultaneously, the e-workflow optimizes the internal resource allocation by bringing more convenience, higher accuracy and improved overall management efficiency.
Offer Digital Transformation Support to other corporations
Not just for Canon Hong Kong’s operations, we also shared our digital transformation expertise to assist over 1000 corporate clients in developing tailor-made e-workflow solutions; so that they can also implement unique and top-notch services to their customers. Digital transformation for enterprises is imminent especially for the recent situation. One of the examples, the documents management system (e-workflow) provides a more secure and economical way to manage all information. Through the system, users can access information anywhere and are connected with one another through messaging and document sharing.
“As one of the leading imaging companies in Hong Kong, we are committed to providing innovative products, timely technical support and creating high-quality and caring services for our customers. Winning the Customer Service Excellent Award for five consecutive years is definitely huge recognition of our effort. I would like to express my gratitude for the dedication of our front-line service team in satisfying customers’ needs ranging from consumers to corporate clients. Moving forward, we will continue to develop customer value and convenience with our customer-oriented mind backed up by unique digital technologies” Mr. Shunichi Morinaga, President & CEO of Canon Hong Kong, shared his remarks.
About Hong Kong Association of Customer Service Excellence
Established in February 2000, the Hong Kong Association for Customer Service Excellence (HKACE) is a non-profit professional organization led by customer service professionals, comprising 10 founding members and 43 corporate members from different industries, with the support of the Government, community and industry leaders. By means of activities, awards and education programmes, the HKACE is dedicated in fostering customer service excellence in Hong Kong.
About HKACE Customer Service Excellence Award
In line with the mission to promote customer service excellence among members, the HKACE introduced the Customer Service Excellence Award program in 2001. Nowadays, the Customer Service Excellence Award has become annual key event of the HKACE. By presenting the Grand Award, Outstanding Customer Service Program Award, Service Appreciation Award as well as Team Award and Individual Awards for different categories, the award motivates customer service staff, promotes a customer service culture and recognizes outstanding performers.