Canon Deutschland shifts service focus to strategic value creation in production printing

Canon Deutschland is restructuring its production printing service approach, transitioning from a focus on operational uptime to a more strategic role in creating customer value. The company is aiming to bolster its clients' competitiveness by leveraging production data and strategic guidance to optimize workflows.

While high availability has long been a standard in production printing, Canon notes it no longer provides a competitive edge on its own. The firm suggests that true differentiation now comes from actively managing production, analyzing performance, and fostering continuous process improvement. Consequently, the company's service offerings are evolving from merely stabilizing operations to becoming strategic levers for productivity, investment security, and growth.

Digital service concepts, including continuous monitoring, automated error analysis, and proactive maintenance, are key to ensuring stable production environments. Canon reports handling over 135,000 service tickets annually in Germany and conducting more than 85,000 service interventions, overseeing systems that process approximately 17 billion A4 pages per year. This scale facilitates predictability, but Canon emphasizes that the real added value arises when service translates production data into actionable insights for decision-making.

Canon is integrating its operational, digital, and consulting services into a unified model. The company stresses that data alone does not increase productivity; it requires interpretation and conversion into concrete actions. Digital services like eMaintenance and On-Remote Services (ORS) enable 24/7 monitoring and resolve over 35% of service cases remotely. Furthermore, specialized teams analyze production performance beyond mere technical aspects, identifying inefficiencies and improvement opportunities across the entire workflow and resource utilization.