Industry-leading service provider outperforms 2015 certification with higher audit scores
MELVILLE, N.Y. - Canon Solutions America, Inc., a wholly owned subsidiary of Canon U.S.A., Inc. today hosted an exclusive celebratory luncheon at the Burlington, New Jersey facility to honor its Solutions Support Centers in Burlington, NJ and Itasca, IL for successfully passing a renewal audit for the prestigious HDI Support Center Certification. HDI is a part of UBM PLC, and is the global professional association for technical service and support professionals and the premier certification body for the industry. This certification, valid for two years, was first achieved by the Solutions Support Centers in 2015.
To verify the Solutions Support Centers’ compliance with the HDI Support Center Certification Standard, Canon Solutions America successfully underwent a thorough on-site renewal audit. Driven by a core belief in continuous improvement, every support agent, supervisor, and manager in the Solutions Support Centers strived to not only maintain the standards of the HDI Certification, but to exceed the results that merited the 2015 accreditation. Notably, the recent audit did in fact indicate significant improvement in the areas of Customer Satisfaction, Process and Procedures, and Performance – an impressive 12.8% overall score increase from the previous audit.
"We are thrilled to once again present Canon Solutions America with the prestigious HDI Support Center Certification," said Todd Piccuillo, Group Services Sales Director, HDI and ICMI. "The recertification demonstrates Canon Solutions America's sincere commitment to excellence, efficiency, and service quality conveyed by the HDI Certification Standards."
During the celebratory luncheon, certification recipients shared insight on the influence the 2015 certification had on the Support Center's service practices that led to this year's extraordinary audit results. In addition, a tour of the Solutions Support Center was offered to lend an inside peek into the customer support facility and team.
"HDI Certification is a noteworthy component of Canon Solutions America's continuing commitment to our customers," said James Sharp, executive vice president, Professional Services, Canon Solutions America. "This recognition of our Solutions Support Centers is a natural complement to our technical delivery services and proves our dedication to providing best-in-class, comprehensive support to our customers."