Canon Information Technology Services, Inc. Consona Knowledge Management

A rapidly increasing family of millions of U.S. consumers with Canon digital cameras, copiers, printers, fax machines, camcorders, calculators and binoculars all call the same place with their questions and problems— Canon ITS (CITS) in Chesapeake, Va.—at the current rate of 200,000 calls, 50,000 e-mails, and 1,000 letters per month.

It’s All About Customer Support

CITS was formed in 1998 by combining the customer call centers for Canon USA and Canon Computer Systems, Inc. into a single business unit that provides support to all customers who contact Canon. A wholly owned subsidiary of Canon USA, the Chesapeake facility is now the single call center for the entire United States and provides support services for all small office and consumer products. The mission of CITS is to maximize customer satisfaction and loyalty to the Canon brand by providing industry leading support.

More than 550 people occupy the CITS 60,000 square foot facility. CITS support representatives field over 200,000 calls per month on almost 500 inbound telephone lines along with 50,000 e-mails and as many as 1,000 letters per month. In all, they handle about 3 million customer phone and e-mail contacts per year. Support provided to Canon customers includes technical support, e-mail and web-based support, service dispatch and other repair referrals, dealer referrals, accessory and supply sales, and customer relations. If a customer living in the United States purchases one of Canon’s  digital cameras, printers, or other consumer products and needs help, he or she calls CITS for assistance, where over 250 call support analysts are dedicated to providing the very best in technical support.