Canon has launched an automatic fault reporting service, which sends incident reports from its customers’ printers to its Japanese headquarters.
Called eMaintenance, the service is designed to ensure efficient repairs.
eMaintenance continually tracks the performance of each device within customers’ sites by automatically monitoring printers and multi-functional printers via the local network, and sending incident reports to both Canon service providers and the customer.
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Unlike other online device maintenance services, Canon’s eMaintenance sends device-specific detailed reports by dialling out – alerting both the customer and service centre via e-mail if there are any problems. Canon said it means IT directors should not need to open up external access to their company’s network in order to use the service.
The system also minimises call outs, for instance, by booking services after a predetermined number of paper jams or a certain amount of copies have been logged.
Each device is connected to a central server in Japan called the Universal Gateway. Once a device dials out to report a fault, the message is received by this server, which decodes it and attaches specific customer information as well as an analysis about device performance in recent months.
This report is then forwarded to the appropriate support centre so the fault can be rectified as quickly as possible. A support centre can be either the main Canon UK office, a Canon Business Centre or a Canon dealer.