One Vendor Recognized by Keypoint Intelligence with the Buyers Lab PaceSetter Award in Serviceability & Support for North America

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Keypoint Intelligence today announced that Canon U.S.A., Inc., is the winner of the Buyers Lab (BLI) PaceSetter award 2020–2021 in Serviceability & Support.

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This award recognizes the OEM that has the best-designed tools, programs, and training to enhance the serviceability of its devices.

Keypoint Intelligence, the world’s leading independent evaluator of document imaging hardware, software, and services, today announced that Canon U.S.A., Inc., is the winner of the Buyers Lab (BLI) PaceSetter award 2020–2021 in Serviceability & Support. Based on research conducted in the North American market, this award recognizes the OEM that has the best-designed tools, programs, and training to enhance the serviceability of its devices.

To determine which OEMs lead the market, analysts at Keypoint Intelligence conducted an in-depth study on serviceability and support. Key areas of evaluation included company vision, in-field support, environment, and tools and training provided to service technicians across direct and indirect channels. The study also had a special section on adjustments for the COVID-19 pandemic, with device design considerations, service administration, and reliability assessed through in-house testing of workgroup devices.

“Service and support provide the backbone to satisfied customers,” said Deborah Hawkins, Director of Keypoint Intelligence’s Office Group. “Organizations understand how critical the MFP is to business processes and they cannot risk downtime caused by poor support. OEMs have recognized this and are constantly investing in extending the services provided whether through innovative tools, online and virtual training, use of predicative analytics, or improved device design.”

In the evaluation, Canon stood out for the service- and support-related resources it has provided the channel during the pandemic, including a special resource page on e-support, a bulletin on tools and best practices, and a technical publication detailing proper device cleaning procedures. To support return-to-work activities, Canon has advised technicians on troubleshooting issues associated with long-time idle devices and is producing replaceable MFP control panel covers for customers concerned with cleanliness. The company has also equipped its technical support center agents for working remotely (e.g., through virtual presence tools to help resolve issues from afar). Other impressive achievements have been the delivery of 719 seminars for dealers in six months (5,170 technicians have attended) and virtual education formats spanning assisted e-learning, technology events, and customized training.

Canon has also been recognized for its continued investment in updating its service toolbox, including its virtual training and presence capabilities. The virtual presence tool actually uses merged reality to blend two real-time video streams (one of a remote expert and one of an onsite technician) into a collaborative environment in which field issues are resolved more efficiently. Another distinguishing characteristic of Canon’s serviceability package is its extensive MFP security portfolio, which features integrated measures to protect the integrity of firmware and software during installation, startup, and runtime through its proprietary technologies, McAfee partnership, and compatibility with third-party security systems. A device that is highly secured is much less likely to fall victim to a breach that puts the machine out of operation.



For almost 60 years, clients in the digital imaging industry have relied on Keypoint Intelligence for independent hands-on testing, lab data, and extensive market research to drive their product and sales success. Keypoint Intelligence has been recognized as the industry’s most trusted resource for unbiased information, analysis, and awards due to decades of analyst experience. Customers have harnessed this mission-critical knowledge for strategic decision-making, daily sales enablement, and operational excellence—improving business goals and increasing bottom lines. With a central focus on clients, Keypoint Intelligence continues to evolve as the industry changes by expanding offerings and updating methods, while intimately understanding and serving manufacturers’, channels’, and their customers’ transformation in the digital printing and imaging sector.

Based on exhaustive questionnaires, in-depth interviews, and a proprietary rating scale, Buyers Lab PaceSetter awards recognize document imaging OEMs that have shown market leadership in a variety of categories, including with technologies, services, and key vertical markets.

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Deanna Flanick
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