As technology products become smarter and more connected, customer service is emerging as a key differentiator for brands. In this exclusive conversation with Rajeev Ranjan, Editor, Digital Terminal, Rahul Goel, Senior Director of Service & Engineering Centre, Canon India, shares how Canon is expanding its nationwide service network, leveraging AI-driven diagnostics, strengthening engineering capabilities, and building a future-ready support ecosystem focused on reliability, speed, and long-term customer trust.
Rajeev: Canon has significantly expanded its service capabilities over the years. How has the company’s service infrastructure evolved to meet changing customer expectations and growing product adoption across India?
Rahul: The evolution of customer expectations has transformed service from a support function into a key driver of customer experience. Guided by our corporate philosophy of Kyosei, living and working together for the common good, and our commitment to customer delight, Canon has continuously expanded and modernised its service infrastructure across India, building a more connected, technology-enabled, and future-ready ecosystem.
Today, Canon’s service network includes
Over 350+ Authorised Service Centres for printers, covering 95% of PIN codes
These are supported by six Master Service Centres and 15 repair centres for cameras in key cities
Alongside, we have 349+ collection points extending to 19,000+ PIN codes across 632 towns
This pan-India presence has enabled Canon to support growing product adoption while making service more accessible to customers across metros, non-metros, and emerging markets. Further, we continue to strengthen our service capabilities through innovations such as Canon Connected Architecture (CCA) for real-time machine connectivity and self-help tools for faster issue resolution.
Complementing this ecosystem, Canon has integrated advanced technologies, including AI-powered e-Smart Services such as e-Predictive diagnostics, e-Meter Reading, Online Condition Monitoring (OCM), and omni-channel access through apps, WhatsApp, and customer portals.
Together, these initiatives enable us to deliver a more proactive, efficient, and future-ready service experience across India.
Rajeev: Customer experience has become a key differentiator today. How does Canon ensure consistency in service quality and customer satisfaction across diverse regions and product categories?
Rahul: Canon India delivers consistent service quality through standardised processes, a trained service workforce, and advanced digital systems working in tandem.
By continually setting new benchmarks across our diverse portfolio of imaging, printing, and business solutions, we have built a service ecosystem grounded in world-class infrastructure, cutting-edge technology, and deep operational expertise.
In cameras, this heritage-driven precision is reflected in six company-owned Master Service Centres in major metros, featuring world-class diagnostic infrastructure and specialised large-format dark rooms for compact cameras, DSLRs, mirrorless cameras, lenses, and cinema and optical systems, complemented by partner-operated quick repair centres and hundreds of collection points that ensure both precision and convenience across India.
Across our wider portfolio, Canon combines direct expertise with partner-led scale to match each category's needs:
Business Imaging Solutions (BIS) – such as copiers, multifunction devices, document scanners, and software, supported by direct Canon teams and 400+ partners extending reach to non-metros, government, and enterprise customers;
Personal Systems & Devices (PSD) - including inkjet printers, laser printers, and scanners, are backed by 350+ Authorised Service Partners delivering onsite support across nearly all PIN codes;
Commercial Industrial Printing (CIP) - printers for cut-sheet and continuous-feed production are handled by Canon's own engineers to ensure uptime for mission-critical environments;
Wide Format Imaging Devices (WFID) - large-format printers for CAD, graphics, and display are delivered through a blend of direct and partner capabilities for both expertise and reach.
Rajeev: Canon recently established its largest Camera Service facility in Noida. What strategic impact will this integrated service center have on repair efficiency, turnaround time, and overall customer experience?
Rahul: In the camera category, service is increasingly becoming as important as the product itself. Professional photographers, content creators, and enthusiasts today expect not only technical expertise, but also faster resolutions, greater transparency, and a seamless service experience.
As a result, customers are increasingly valuing service ecosystems that can keep their equipment performing at their best with minimal downtime.
This shift is reflected in our largest integrated Camera Service facility in Noida, where customer support and repair operations have been unified under one roof for enhanced service experience for Canon customers with easy communication throughout the repair lifecycle. Designed as a one-stop destination for product inquiries, diagnostics, and repairs, the facility also provides customers with greater visibility into the status and care of their equipment.
Beyond faster repairs, the facility reinforces our commitment to delivering a consistent, high-quality service experience through standardized processes and robust quality controls. Backed by our expanding collection network, including our latest facility in Delhi's Nehru Place, hundreds of collection points, and an additional drop-off location, we are making Canon's trusted service expertise more accessible while ensuring the highest standards of precision, quality, and convenience for our customers.
Rajeev: Building a robust service network at scale requires operational excellence. What are the key pillars that enable Canon to maintain reliability and support standards across India?
Rahul: At Canon, our service capabilities are built to keep pace with evolving customer needs, anchored in skilled talent, streamlined processes, and technology-led systems. With technologies becoming more intelligent and connected, Canon continues to strengthen its holistic service infrastructure, combining robust physical assets with advanced digital systems and processes:
Training & Capability Building- Canon operates structured training programmes and technical centres to upskill its workforce, including Canon engineers and partner technicians, providing advanced technical training and hands-on product expertise across our service network.
o Complemented by structured capability-building initiatives that help engineers and partner technicians stay aligned with Canon’s service standards.
o Our Apprenticeship Program with JIM, launched under the Skill India initiative in collaboration with the Japan-India Institute for Manufacturing, further helps build industry-ready service talent with a focus on technical skills, product expertise, and customer service excellence, along with Japanese manufacturing and service philosophy.
Dedicated Contact Centre: Multi-channel customer engagement through call centres, email, and digital platforms enables seamless service request management and real-time support.
Service Stores & Logistics: Strategically located spare-parts depots and a strong logistics distribution network ensure the timely availability of parts and consumables.
Customer-Facing Infrastructure - Widespread network of service centres, authorised partners, and hundreds of collection points supported by our Data Solution Farm, which detects failure signals before they impact the customer.
Strengthening this ecosystem further is our omnichannel service model, including WhatsApp, the eBusiness Portal, email, and Canon Contact Centre, Smart eServices such as remote monitoring and predictive maintenance, which further enable proactive support for consumers.
Together, these pillars have helped Canon sustain a 9.9/10 B2B customer satisfaction score for two consecutive years, and continue to build a resilient, scalable service network across India.
Rajeev: As imaging technologies continue to evolve and we are now in the AI era, how is Canon preparing its service ecosystem and engineering teams to support next-generation products and customer requirements?
Rahul: As imaging technologies become increasingly AI-enabled, connected, and software-driven, Canon is evolving its service ecosystem to support the next generation of products and customer expectations. Our focus is not only on servicing advanced devices but also on building the technical capabilities and digital infrastructure needed to support them throughout their lifecycle.
A key pillar of this approach is the Canon Technical Excellence Centre in Noida, where engineers receive continuous training on emerging technologies, advanced diagnostics, cybersecurity, and connected device management. Through initiatives such as our central tech desk and Tech Showdown programme, we ensure our engineering teams stay current with evolving technologies and are equipped to resolve increasingly complex customer requirements.
Rajeev: Looking ahead, what are Canon India’s priorities in further strengthening its service and support infrastructure to deliver greater value and long-term trust among customers?
Rahul: Looking ahead, our priority is to build a smarter, more accessible, and future-ready service ecosystem that evolves alongside our customers' needs. As our portfolio expands with increasingly connected and intelligent products, we will continue investing in digital capabilities, predictive service technologies, and engineering excellence to deliver faster, more proactive support.
We also aim to strengthen our service footprint across India by expanding access through our service centres, collection network, remote diagnostics, and digital support platforms, ensuring customers receive a seamless and consistent experience regardless of location.
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