The Challenge

Canon Production Printing Australia, a subsidiary of Canon Inc, overcame outdated technology obstacles by modernizing their infrastructure. With legacy systems that couldn't integrate, they faced manual processes and isolated customer information. Partnering with experts, they now provide seamless experiences and gain a comprehensive understanding of their customers.

Solution

Canon Production Printing Australia prioritized the customer experience as the focal point of their transformation. Through a thorough market analysis, they selected Salesforce and Merkle as their digital transformation partners to achieve their future technology strategy. This strategy aimed to:

• Connect customer data in a single source of truth.
• Connect device data to enhance insights and improve service.
• Streamline field service operations for increased efficiency.
• Integrate with backend systems such as finance and logistics.
• Scale seamlessly as the business grows.

Canon Production Printing Australia faced challenges with outdated technology and sought modernization. They implemented Salesforce with the help of Merkle to streamline operations and enhance the customer experience. Their future technology strategy includes connecting customer and device data, streamlining field service, and integrating with backend systems

Results

Canon Production Printing Australia faced challenges with outdated technology and sought modernization. They implemented Salesforce with the help of Merkle to streamline operations and enhance the customer experience. Their future technology strategy includes connecting customer and device data, streamlining field service, and integrating with backend systems.

The project was completed within 12 months using Agile Delivery methodology. Benefits include:

• Streamlined processes
• Decreased data requests
• Reduced costs