In an interview with TimesTech, Rahul Goel, Senior Director, Service & Engineering Center at Canon India, discusses how the company has built a future-ready, customer-centric service ecosystem. He explains how predictive diagnostics, omni-channel support, and integrated service facilities are enhancing turnaround time, consistency, and operational efficiency across Canon’s diverse imaging and printing portfolio nationwide.
Read the full interview here:
TimesTech: With nearly three decades at Canon India, how have you ensured a consistently customer-centric approach in service and engineering operations as customer expectations and technologies have evolved?
Rahul: At Canon, our service philosophy is rooted in a deep commitment to the customer experience. By continually adapting to evolving service expectations and industry dynamics, we have developed a future-ready, technology-driven service ecosystem designed to support reliability, continuity, and long-term customer satisfaction. We have continuously prioritised proactive care, leveraging tools like e-Toner, e-Meter Reading, and e-Proactive for automated forecasting and remote monitoring across our vast portfolio, from multifunction copiers to cinematic imaging products. This predictive approach, powered by skilled engineers and virtual and self-help support, has cut downtime dramatically while ensuring operational continuity for enterprise and consumer clients nationwide.
Complementing this, our omni-channel framework, spanning Canon’s app, WhatsApp, e-business portal, email, and 24/7 Contact Centre, lets customers connect effortlessly via their preferred touchpoint. Beyond repairs, we act as long-term partners with training, workflow optimisation, and transparent processes. Bringing together this commitment to quality, transparency, and innovation, we aim to carry this trust forward with a blend of human expertise and technology that puts Canon ahead, fostering trust and satisfaction in India’s dynamic market.
TimesTech: Canon India recently inaugurated its largest Camera Service Facility in Noida. How does consolidating camera repair services under one roof enhance service consistency, turnaround time, and overall customer experience?
Rahul: Camera users today expect faster resolutions and deeper engagement with technical experts, and not fragmented service journeys. The decision to consolidate camera services into a single integrated facility was driven by our vision to deliver clarity, speed, and consistency in every interaction. By bringing the front office and repair operations together, we have created a unified and enhanced service experience for Canon customers with easy communication throughout the repair lifecycle. Designed as a one-stop solution for product inquiries, diagnostics, and repairs, the new facility aims to strengthen Canon’s high-end service promise by reducing turnaround times and offering customers visibility into their product’s condition and care.
The Noida facility also serves as a benchmark for standardised processes and quality controls, ensuring that every repair adheres to the same high standards. Supported by our collection centres, including the latest in Delhi’s Nehru Place, with an added drop-off location, this model makes Canon’s professional repair services easier to access.
TimesTech: Can you walk us through the evolution of Canon India’s service infrastructure over the years and how it supports seamless customer service across diverse regions in India?
Rahul: At Canon, our aim has always been to keep customer satisfaction at the core. Through the years, we have seamlessly blended expansive physical networks and cutting-edge technology to reach every corner of this diverse nation. With regards to Canon’s current service network, we operate with over 300 Authorised Service Centres for printers, covering 95% of PIN codes. Additionally, there are 6 Master Service Centres and 15 repair centres for cameras in key cities, with 349+ collection points extending to 19,000+ PIN codes across 632 towns, backed by nationwide call centres and on-site engineers for hands-on support.
At the heart of this network is the Canon Technical Excellence Centre, which drives both technical expertise and soft-skill development, ensuring high-quality customer engagement. We continue to evolve with innovations like Canon Connected Architecture (CCA) for real-time machine connectivity and self-help tools for faster issue resolution. Through our Data Solution Farm, we enable predictive maintenance, detecting initial failure signals before they impact the customer.
Working parallel to these centres, Canon has also strengthened its portfolio by integrating advanced technologies, including AI-powered e-Smart Services like e-Predictive diagnostics, e-Meter Reading, Online Condition Monitoring (OCM) and omni-channel access via apps, WhatsApp, and portals, to enhance efficiency, innovation and customer experience across its offerings.
We will continue to expand strategic partnerships and fresh integrated facilities to further strengthen this ecosystem, delivering quicker and more efficient service expertise.
TimesTech: What are the key components—people, processes, and technology—that make Canon’s service network robust and capable of supporting both B2B and B2C customers nationwide?
Rahul: Canon’s nationwide service network is built on a strong foundation of people, well-defined processes, and advanced technology, enabling consistent support for both B2B and B2C customers.
A skilled service workforce operating through 6 Master Service Centres and 9 authorised camera franchises underpins Canon’s service delivery, contributing to a sustained 9.9/10 B2B satisfaction score over the past two years. Capability building is driven by the Technical Excellence Centre in Noida, which provides advanced technical training and hands-on product expertise.
Further, Canon’s omni-channel service model ensures seamless customer access via WhatsApp, eBusiness Portal, email, and contact centres. Standardised workflows, rapid installation protocols, and self-service options enable consistent, efficient service delivery at scale.
Our technology such as Smart eServices integrates remote monitoring, predictive maintenance, merged reality collaboration, performance analytics, and automated e-Maintenance. These capabilities deliver real-time insights, proactive issue resolution, and reduced downtime across the service network.
Together, these elements create a resilient, scalable service ecosystem that consistently delivers high customer satisfaction nationwide.
TimesTech: Given Canon’s wide product portfolio—from imaging and printing to cinematic and large-format solutions—how do you maintain high service quality standards across such diverse product categories?
Rahul: At Canon, our core objective is to deliver consistent, customer-centric service across our diverse portfolio. In line with Canon’s years of expertise, our service ecosystem has evolved into smarter & seamless systems, enhancing the customer journey across imaging, printing, cinematic, and large-format solutions.
Over the years, we have maintained high-quality services through a comprehensive, tech-enabled service ecosystem that addresses the evolving demands of our consumers. Through our Smart eServices platform, supported by advanced tools such as e-Toner, e-Meter Reading, and e-Proactive, we enable predictive maintenance, automated forecasting, remote monitoring, and performance analytics, allowing us to foresee and resolve issues swiftly. In line with ouradvancements in automated forecasting, this approach significantly reduces manual monitoring efforts, maximises uptime, and equips customers with intuitive self-service tools for real-time visibility and control.
Through our 24/7 omnichannel support, dedicated Contact Centres enable effortless connections across consumer-preferred touchpoints, supported by an integrated and empathetic service approach led by skilled engineers, reinforcing Canon’s consumer-first philosophy. Beyond technical maintenance, Canon acts as a long-term service partner, delivering continuous engagement, training, and workflow support to help customers maximise value across their operations.
Further, we aim to position our service as a strategic differentiator, carrying forward Canon’s legacy of quality, transparency, and trust into future innovations and opportunities.
TimesTech: What recent innovations or process improvements in service delivery have had the most significant impact on customer satisfaction and operational efficiency at Canon India?
Rahul: One of the most impactful shifts has been our move toward predictive and digitally enabled service models. By leveraging remote diagnostics, automated monitoring, and intelligent forecasting, we have been able to address potential issues before they affect customer operations.
Equally important has been simplifying customer access through integrated digital channels and unified service centres, which reduces effort and improves transparency. The introduction of integrated facilities like the Noida service centre further strengthens engagement by connecting customers directly with technical expertise.
Collectively, these improvements have enhanced responsiveness, reduced repeat visits, and delivered more consistent outcomes, leading to both customer satisfaction and operational efficiency.
