Canon is not the first brand that PTS approached for similar services. Having established itself in 1985, the company has had several different vendors over the years. However, services have not always been satisfactory. "For example, routine servicing was either late or completed in a shoddy fashion," recalled, Ming Quan, adding that the PTS had also had vendors whose technical support was either unhelpful or non-existent.
That was not the case when Canon came on board. When PTS wanted to upgrade its Canon's Therefore DMS 2011 Business Edition, senior technical consultant James Lim was there to ensure smooth transition. Aside from transferring existing database from the old software to the new, James remained at the office for long hours - sometimes deep into the night - in order to complete deployment as soon as possible.
In 2014, PTS' main server unexpectedly had a critical hardware failure, threatening the company's entire document database and disrupting critical work processes. Fortunately, James provided assistance over the phone - despite the fact that he was notified late at night - and even dropped by PTS' office over the weekend to reinstall a back-up server and reload the Therefore database. By Monday, everything was back on track with minimal disruption to office operations, and zero loss of data.
At the end of the day, Canon believes that it is more than just the quality of our products. Service, too, is critical to give customers a well-round experience. ‘Delighting You Always' is not just a marketing tagline - it is a belief that Canon holds on to at every step of the way.
"With Canon's archiving software, operation and workflow issues, such as data retention and information flow problems, were resolved. [This] allows us to easily virtualise, store and retrieve information in a secure manner." Ming Quan, Assistant laboratory manager at PTS