If you really want to know about the ins and outs of a new technology, don’t just talk to the sales and marketing people, talk to someone who has to keep the device up and running or fix it when it breaks. We caught up with Brian Gallipeau, Vice President, Field Service with Canon Solutions Americas to talk about the distinguishing features of inkjet service plans and the measures to consider when evaluating plans. He hits on one of the key features that I always ask about “how are service engineers incented? Is it customer-centric or profit-centric.”
Fun fact: while shooting this video the lights went out 3 times and the battery in the camera died once. Brian stuck with it and kept smiling.
Want to hear more about Canon’s approach to servicing their solutions? Check out Ed Jansen on Inkjet Software and Services.