Canon Production Printing Australia placed the customer experience at the centre of their transformation. After a detailed analysis of the marketplace, they chose Salesforce and Aware Services as digital transformation partners.
It was key for Canon Production Printing Australia that their future technology strategy would:
- Connect customer data in a single source of truth
- Connect device data
- Streamline field service
- Integrate into backend (finance and logistics) systems
- Scale as the business grows
Canon Production Printing Australia had an ambitious timeline to deliver the project – over a period of just 12 months. To meet this deadline and deliver the project to the highest possible standard, the team at Aware worked closely and quickly with Canon Production Printing Australia using an Agile Delivery method. Aspects of the project were delivered regularly, in two week sprints, allowing the project to be completed in rapid blocks, all within the timeframe.
The system is delivering instant value to the business as it has increased transparency and broken down silo’s by making customer data easily visible across our business. Whilst delivering immediate benefits, we continue to work closely with Aware on our transformation journey and leverage the power of SFDC to support future growth in our business
The Sales team now has access to all customer data in the Salesforce mobile app. As well as massively increasing productivity and streamlining the visit reporting process, this is empowering the team to respond to customer queries in the field – reducing the need for time consuming follow up post visit.
The Field Service team have benefited from having a single view of the customer – as they can now view customer data and device data in one place. This has streamlined their work flows and allowed them to provide a more cohesive customer experience.
The Customer Service team are finding that the simplified ordering process is giving them more time to focus on the customer. There have been additional time savings with the use of Email to Case as the majority of case creation is automated.
Canon Production Printing Australia’s clients have also been empowered to take more control over their chosen products and services, with self-service functionality now enabled by the new system.