Customer Success Ensures You Receive the Help You Need When You Need It

We deliver on your expectations for exceptional service and industry leaders have taken notice. Canon Medical was again recently recognized as a Certified Support Staff Excellence Center by the Technology Services Industry Association (TSIA) at the 2018 Technology & Services World conference in Las Vegas.

TSIA, together with Miller Heiman Group, conducted a rigorous in-depth audit of all aspects of Canon Medical’s customer support operations, evaluating the company against more than 290 best-practice criteria. TSIA noted strengths in executive support for service excellence, appropriate metrics, support call responsiveness and follow-up, among many others.

This is the fourth time that Canon Medical has been honored with this distinction. In 2009, we became the first and only advanced visualization provider to achieve certification for Excellence in Service Operations by the TSIA.

Customer Support is Staffed by a Team of Clinical and Technical Experts

Whether you have a problem, a question or need advice, our hotline is at the ready and staffed by a dedicated team of technical and clinical experts.

We’ve recently updated our hotline experience to provide even more dedicated resources and personalized support, allowing us to better understand and support your unique needs. When you call in, you can quickly get in touch with the right engineer, with the right skills, at the right time. Computer remote access also allows us to directly troubleshoot and assist you.

To reach our support hotline, call 1-800-208-3005, or visit our contact us page for local options. Support requests can also be submitted online at portal.myvitrea.com or email support@mi.medical.canon.

As a customer with a current maintenance and support agreement, you are entitled to receive all software updates to the products you have purchased. For your convenience, Canon Medical can provide you with upgrade services in most cases.

To learn more about Canon Medical’s product lifecycle management, please visit the Product Lifecycle page.

A dedicated Customer Success Manager (CSM) is your proactive and ongoing contact for managing your relationship with Canon Medical. The Canon Medical CSM team is chartered with ensuring our customers are achieving value on their investment and ensuring a high level of customer satisfaction with Canon Medical products and services. The assigned CSM works with customers on product adoption and utilization, software version upgrades and education, account review meetings and other communication methods to keep customers updated on Canon Medical product capabilities and benefits.

Our customer support staff can access your software remotely to quickly troubleshoot problems, offering personalized assessment and resolution wherever you work.

Canon Medical’s ongoing service plan offers flexible annual auto-renewal or multi-year renewal contracts available at the time of sale, allowing you to lock in your costs for years to come. There are no service interruptions when you renew. Speak to a Canon Medical support representative for more information: 1.800.208.3005.

Give your team options when it comes to education and training. Whether it’s in our education center, at your facility, or online – our team of experts is here to provide customers with a variety of learning opportunities. Take advantage of dozens of educational content, interactive tools, and downloadable guides to keep you and your team on the cutting-edge with our software. Visit our Education and Training page to learn more.

To speak with someone from our support line, please call 1-800-208-3005, visit our contact us page for local options or email support@mi.medical.canon.