Service & Support
Safety, Reliability & Affordability
Our customers experience the best service support in the industry. Our focus is on safety, reliability and affordability – from purchase to equipment end of life. Canon Medical has an enviable reputation for customer support services across Australia and New Zealand. We strive to be the leaders in customer satisfaction by listening to our customers, setting realistic expectations and delivering on our promises.
From the team on the ground to the upper levels of management it is obvious that Canon Medical’s focus is on service, with great importance placed on relationships. The team are engaged, proactive and always willing to do what’s best to do for us and our patients, a constant that we know can always be relied upon. Over years of working closely with Canon Medical we agree that they are Made for Partnerships.
On behalf of Prince of Wales Hospital, I would like to thank Canon Medical for the successful department upgrade and installation of our two new CT scanners, and highly recommend Canon Medical to supply and manage any future medical imaging projects.
Safety
Canon Medical has a consistent focus of safety for patients, customers, operators and our engineers. This is achieved through licensing to meet regulatory requirements, training and specific model competency endorsement.
- Engineers licensed to meet local regulatory requirements: WH&S, electrical and radiation
- Engineer competency endorsed on each model
- Manufacturer trained engineers
- Local and international training courses
- Site Risk Assessment reviewed annually
- SWMS reviewed at each install and annually for maintenance
- Canon engineers plan, install and service your equipment: No third party installers
I enjoy a very good working relationship with Matthew (Service) and Michelle (Applications). Matt never fails to impress me with his encyclopaedic knowledge of the ultrasound platform and his diligence in following up any situation I might have, at times solving the problem over the phone. I am amazed at his availability to organise someone to attend on site in a very timely manner.
If the scale went higher than ten, I would have appreciated that! This has been the best install of any piece of equipment I have experienced in 30 years. The machine constantly exceeds our expectations, and our radiologists and referrers are well aware of an obvious improvement in our imaging. I cannot offer any suggestions for improvements to the installation or commissioning process. Canon Medical has handled all aspects of this at a standard that should be envied by all other vendors.
I would like to take this opportunity to personally thank the Canon Medical team for the successful completion of the Westmead Aquilion Prime installation. Regular communication during the planning phase, coupled with dedication from the skilled engineers ensured that project milestones were achieved with minimal disruption to the Medical Imaging Department.
Reliability
Canon Medical’s remote diagnostic services, preventative maintenance routines and large inventory of spare parts in Australia and New Zealand allow us to maximise your equipment uptime. Tubes are held in capital cities and regional centres.
- Guaranteed uptime
- Guaranteed response time
- $18 million local spare parts inventory Including CT and Angio tubes
- InnerVision remote service support
- DirectConnect to assigned engineers: Personal service, not just a number at a call centre
- Cross-trained engineers: Supporting several modalities at your site
- Guaranteed escalation to state, national and manufacturer support engineers
- Customer satisfaction reviewed after every service visit. 99% of our customers would “recommend our service to their colleagues”
In response to the statement “I would recommend Canon Service to my colleagues”- 99% of customers “agreed” with ratings from 7-10/10
- 95% Net Promoter Score
- More than 1060 individual surveys received following service work April to September 2018
Today, the response to a problem I had of my machine was amazing…..I know it is probably pot luck that our dedicated engineer was in the area however it has occurred on two other occasions as well. Problem fixed within 90 mins of my first contact. Great service from Canon Medical.
Many thanks to Canon Medical for the outstanding turn-around-time for the Manly CT Tube replacement today. I have never in my career witnessed a same-day new CT tube installation. A big thank you to the whole Canon Medical team and all the Manly-MV staff in the delivery of the contingency plan.
We installed our first Canon Medical lab in 1987. We currently operate three labs, all with DirectConnect. DirectConnect enables our staff to contact our designated Service Engineer directly by mobile phone. We talk to the engineers who know our equipment and people – first time, without delay and without the need to go through Call Centres. This ensures that we are able to maximise uptime and provide excellent care for our patients.
Canon Medical has proven to be the leader in WA for service, with excellent response times and a willingness to go above and beyond to meet our service needs.
We, here at North Shore have had a very long and happy relationship with Canon Medical... If spare parts are needed they are couriered to Sydney post-haste and we are back up and running in no time.
Affordability
Tailoring service to your needs means that Canon Medical can help you achieve your business targets. A range of Agreement and Option types, payment periods and structures allows maximum flexibility in the service package you select.
- Seven service agreement types and 36 agreement options available
- Specific service agreements tailored to your needs
- Total cost of ownership control: Multi-year, Fixed CPI and Fixed Price Options
- Operating budget control: overtime, after hours, durables and upgrade options
- Cash flow efficiency: Invoicing annually, quarterly and monthly
- Frontline service options: Supporting your service engineers
