How Canon Medical Systems ANZ transformed service management with Zoho Creator

The company

Canon Medical Systems ANZ is a leading healthcare technology organization focused on delivering high-quality medical imaging solutions and services. As part of its commitment to customer excellence, the organization continuously evaluates how technology can enhance service delivery, transparency, and operational efficiency for healthcare providers across Australia and New Zealand.

With growing customer expectations and an increasingly competitive market, Canon Medical Systems ANZ identified the need to modernize how customers engage with its service engineering team—moving beyond traditional, manual service request processes to a more digital, customer-centric experience.

The problem

Canon Medical Systems ANZ manages service operations across a wide customer base, supporting medical imaging assets through a dedicated service engineering team. Customers raise service requests when issues arise, which are then logged, assessed, and assigned to engineers based on asset details, location, and service requirements.

Service appointments may involve multiple engineers and visits, depending on the complexity of the issue and parts availability. Throughout this process, coordination between customers, service coordinators, and engineers is critical to ensure timely resolution and minimal disruption to healthcare operations. Accurate tracking of service requests, asset information, and ongoing updates plays a central role in maintaining service quality and customer trust.

Customers raised service requests via phone to the call center or local engineers. Service coordinators manually captured issue details and asset information before creating cases and service appointments in Salesforce. Progress updates were shared through phone or email, requiring repeated manual follow-ups. This approach increased administrative effort and offered limited real-time visibility for customers.

Over time, Canon Medical Systems ANZ recognized that existing service request processes were no longer aligned with customer expectations or industry standards. Customers relied on phone calls and emails to log service issues and receive updates, resulting in limited transparency and delayed communication. This challenge became more pronounced as competitors introduced customer-facing mobile applications, raising expectations further.

Internally, the service process relied heavily on manual intervention. Any updates on service progress were shared manually by phone or email, increasing administrative overhead and limiting scalability. While enterprise platforms such as Salesforce Mobile Publisher were assessed, they proved to be significantly more expensive and less suited to rapid low-code development. The organization needed a solution that balanced enterprise-grade integration with speed, flexibility, and cost efficiency.

The solution

After evaluating multiple options, the ICT team selected Zoho Creator as the platform to build a customer-facing Customer Care mobile application. Using Zoho Creator, the ICT team rapidly built a minimum viable product (MVP) that integrated directly with Salesforce. This enabled customers to raise service requests digitally, while work orders were automatically created within existing systems.

Custom Salesforce integration

Custom API integrations with Salesforce enable service requests submitted through the application to automatically generate work orders, eliminating manual data entry and duplication while maintaining alignment with existing enterprise systems.

Real-time push notifications

Push notifications deliver real-time service updates directly to customers, replacing manual phone calls and emails with an automated, always-on communication channel that keeps customers informed at every stage of the service lifecycle.

Branded mobile and web experiences

Delivered as both a native mobile app and a progressive web application (PWA), the solution ensures broad accessibility across devices while maintaining a consistent Canon Medical-branded experience. Role-based access and secure customer portals provide the right level of visibility for every user.

For the service engineering team, this marked a long-awaited breakthrough. The platform's low-code capabilities made it easy to refine workflows, adapt to business-specific requirements, and align the application closely with real operational needs.

Benefits and ROI

By integrating directly with Salesforce and introducing real-time digital communication, Canon Medical Systems ANZ has begun to realize tangible operational and customer experience benefits. Standardized request information and real-time visibility allow the service engineering team to receive clearer inputs up front, enabling quicker triage and resolution.

• Projected 30–40% reduction in time spent on administrative tasks related to service request creation and tracking.
• Estimated 20–25% reduction in average service request turnaround time, with increased service capacity without additional resources.
• Estimated 80–90% reduction in development and licensing costs, with faster time to value and delivery in weeks instead of months.
• Estimated 25–30% reduction in inbound service-related inquiries, allowing service coordinators to focus on proactive customer engagement and service planning.

Looking forward

With Zoho Creator firmly embedded into its operations, Canon Medical Systems ANZ is focused on scaling efficiently while continuing to improve service outcomes. The organization sees the platform as a long-term enabler that supports growth without proportionally increasing resources, while maintaining a strong focus on customer experience.

As the business looks ahead, Zoho Creator plays a key role in supporting this strategic direction by enabling higher operational throughput, smarter automation, and sustained service excellence.