Canon USA knows that face-to-face interactions with customers have a major impact on customer satisfaction and incremental revenue. A key differentiator for Canon has been arming their 15,000 + Service Professionals in the field with a robust knowledgebase to shift to a preventative and proactive service model and become more profitable as a result.

1. Sponsored by
Canons Best Practices for Field Service: The New
Face of Customer Satisfaction
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2. Sponsored by
Today’s Presenters:
John Ragsdale Brian Wrage
VP, Technology Research Director, Technical Support &
TSIA Technology Systems
Canon USA
2

3. Canons Best Practices for Field Service:
The New Face of Customer Satisfaction
John Ragsdale
VP of Technology Research

4. Incident Costs Rising
Fully Burdened Incident Cost by Channel
$1,200
$1,011
$1,000
$800
$600
$432
$400
$246
$200 $151
$32 $1
$-
Source: TSIA 2012 Benchmark

5. How Knowledge Management Impacts
Incident Costs
• Knowledge makes every tech an expert on any product
• Access to knowledge impacts multiple core metrics:
– Increases first contact resolution
– Reduces talk time Increases customer
– Reduces resolution time satisfaction
– Reduces training time
• Mobile tools put real-time content in the
hands of field techs
– Increasing first visit fix rate
– Reducing time on site Increases customer
– Boosting appointments per shift satisfaction

6. Higher FCR Equals Higher CSAT
Average Satisfaction Score
Owned Employees, Phone Interactions
100.0% 96.9%
95.0% 92.1%
90.0%
85.0%
81.1%
80.0%
75.0%
70.0%
Top FCR Performers Average FCR Bottom FCR
Performers Performers
Source: TSIA 2012 Benchmark Survey

7. Do you plan to invest in Knowledge
Management in 2011-12?
60%
50% 50%
50% 45%
40%
30% 28%
20%
10%
0%
Education Field Service Professional Support Services
Services Services
Source: TSIA 2011 Services Technology Survey

8. Biggest Challenges Facing KM
Projects
• Capturing information
– New problem/resolution scenarios must be
captured as soon as they occur to cut
resolution time on repeat issues
• Adoption
– Employees must check the KB every time
and contribute every new problem
• Maintenance
– Dedicated staff for content maintenance
– Identifying stale and duplicate content
– Rewriting articles titles to clarify content
– Updating content with new releases

9. Revenue Generation: Mobile
Enablement Driving Onsite Sales
• TSIA data shows onsite upsell/cross-
sell effective nearly 100% of the time
• Biggest barriers to revenue generation:
– Lack of soft skills and offer
management training
• Linking offers to KB articles
promotes use and keeps offers in
context
– Inability to ‘close the deal’ onsite
• Mobile offers signature
capture, wireless printing, credit
card swipe
• Consumer leading the way, B2B slowly
following

10. TSIA 2012 Services Technology
Survey
• 7th annual survey tracking adoption, satisfaction and
planned spending across 24 categories of technology
and services
– Includes CRM, incident management, intelligent
search, knowledge management, web collaboration, and more
– Survey targets all service disciplines: support, field
service, professional services, education services
– For the first time, the 2012 survey includes APAC and EMEA
• Link: https://survey.vovici.com/se.ashx?s=7E212C5912872E80
• Everyone who completes the survey will receive a copy
of the resulting research via email in May

11. Customer Service at Canon USA
Director of Technical Support
& Technology Systems
Imaging Systems Division
Canon USA
Exceeding service
Highly competent Effective information
level benchmarks and
technical specialists technology systems
productivity metrics
Moxie Confidential 11

12. Canon National Coverage Model
Moxie Confidential 12

13. Ecosystem Shift
Product Complexity
Product Profit
Moxie Confidential 13

14. Landscape Renewal
Complexity
Time
Moxie Confidential 14

15. Sponsored by
Today’s Presenters:
John Ragsdale Brian Wrage
VP, Technology Research Director, Technical Support &
TSIA Technology Systems
Canon USA
15

16. Sponsored by
Thank you for attending.
Questions? Please ask!