This award acknowledges the print vendor that demonstrates exceptional serviceability through their strategic approach, effective tools, and comprehensive resources, as identified in Keypoint Intelligence’s recent Serviceability Market Insights report.


Canon has announce that it has been honored with the Buyers Lab (BLI) 2024-2025 Pacesetter Award in Serviceability. This prestigious industry award is presented by Keypoint Intelligence, a leading market research firm and independent evaluator of print and smart technology hardware, software, and services. The award recognizes Canon's exceptional serviceability strategy, tools, and resources, as highlighted in Keypoint Intelligence's recent Serviceability Market Insights report.

The report, comparing leading print vendors in Western Europe and North America, emphasized Canon's exceptional service and support strategy, along with its innovative approach to enhancing device serviceability. Canon was commended for its simplified device design, modern tools, predictive analytics, and training programs, all of which contribute to minimizing downtime and promptly resolving issues for customers.

Deborah Hawkins, Group Director of Keypoint Intelligence's Workplace Team, remarked, "Printers and MFPs are pivotal to numerous business processes, making it imperative to minimize downtime caused by inadequate support. Our Market Insights study on Serviceability revealed Canon as the deserving recipient of the BLI 2024-2025 Pacesetter Award in Serviceability. Canon's forward-thinking and effective service offering empowers individuals and organizations to maintain productivity."

Other key elements praised in the report included Canon’s sustainable practices, which scored highest against the competitors assessed. Canon has a broad strategy for remanufacture, reuse and repair of devices, spare parts and supplies, which is of growing importance to customers. From a product perspective, the imageRUNNER ADVANCE ES range was highlighted as a leading example of the ‘as new’ remanufactured offerings available for customers looking to increase their circularity.

Marc Bory, Vice President of Marketing and Innovation, Digital Printing & Solutions at Canon Europe, and CEO of IRIS comments “Our commitment to ensuring excellent customer service has been a key focus for our business for many years and we are delighted to achieve the BLI 2024-2025 Pacesetter Award in Serviceability – as well as leadership positioning in Keypoint Intelligence’s accompanying report. This recognition reflects our ongoing commitment to our customers and partners - and the efforts that we make to work closely with them to shape and deliver the best outcomes and reduce downtime.”

“We are proud to offer customers high-quality products inclusive of sustainable options, to support businesses with their circularity goals. This coupled with our outstanding customer service has enabled us to bring the best product reliability and service experience to the market”.

The other hardware, services, and solutions that contributed to Canon’s industry-leading ranking include:

  • Direct Service Workforce: With one of the largest direct service workforces in the industry, Canon has a strong focus on continuous learning to ensure high competency levels with tailored approaches for direct and indirect channels.
  • Design and hardware: Simplified design, high-quality hardware, and platform commonality support higher service profitability and a significant reduction in repair time.
  • Remote resolution: Canon is focused on increasing remote resolution capabilities via helpdesks and remote tools such as AVA Augmented Video Assistance. Additionally, the deployment of the ServiceNow platform across the organization is set to be complete by the end of 2024, which will enhance the integration of incident, problem, and change management processes.
  • Continuous Feedback from Channel partners: Local channel partner forums provide opportunities to exchange best practices and provide feedback to ensure Canon’s continuous improvement and alignment with market needs.