Print


SMART SERVICES, SHARPER BONDS


Smart, data driven services are reshaping how print partners support and


retain their customers. Stuart Miller, Partner Channel Director at Canon UK & Ireland, explains why the next competitive edge lies in deeper insight, proactive service, and a more collaborative partner ecosystem.


U


K organisations are operating in increasingly connected environments. In fact, around 28% of UK workers continue to operate in remote and hybrid working arrangements,


with many engaging in flexible working patterns. With devices distributed across hybrid workforces and print


infrastructure oſten spread across multiple locations, this can mean that IT teams frequently lack full visibility over device performance. When issues occur, repairs can disrupt workflows, slow productivity and require time-consuming engineer visits to diagnose problems that could potentially have been identified earlier. In the backdrop of increasing cyber-attacks, organisations are


also under pressure to ensure they have visibility and control over increasingly complex device networks. Recent research highlights the scale of this challenge, with 56% of organisations reporting a print-related data breach in 2024-2025. Tere is a clear need for smarter service models that combine


intelligent monitoring, predictive insights and AI-powered support to help partners maintain performance, reliability and efficiency across increasingly complex print environments.


Shifting services from reactive to proactive Historically, service success was oſten measured by how quickly someone could arrive on-site to resolve an issue, with engineers responding when faults are reported and once disruption has already occurred. In today’s digital age – with 56% of UK businesses adopting at


least one new technology in recent years, rising to 80% among large organisations - continuity is key. Customers expect issues to be resolved quickly, with minimal disruption, and with confidence that every connected device is properly managed. Traditional service models built around reactive intervention are


increasingly struggling to keep pace with how organisations now operate. Instead, long-term value depends on proactive service models that keep print ecosystems running efficiently.


40 | March/April 2026


What partners are seeing in practice Importantly, proactive Smart Services are not about removing engineers entirely from the process. What we’ve noticed at Canon is that for partners, condition


monitoring and remote access are allowing service teams to assess whether issues can be resolved remotely before allocating resources. Te results are improved first-time fix outcomes, operational


efficiency with increased uptime, and reduced carbon footprint through fewer onsite visits. For partners, this is enabling a shiſt from interrogating the


customer to interrogating the device, ensuring partner-customer relationships are maintained, and engineers have the time to focus on resolving more complex issues and delivering effective long-term support.


Supporting partners beyond the device Across the channel, value is increasingly being proven through services. Te strength of a partner relationship is not defined by technology alone, but by the trust and expertise that support it over time. As AI moves from experimentation to application, the real


opportunity lies in practical deployment. Te focus shiſts from headline innovation to operational value that helps partners support customers more effectively. Smarter service models are intended to sit within that space.


Not as a silver bullet, and not as a standalone answer, but as a structured approach to making device support more intelligent, more connected and more aligned with how businesses now operate. In a market that is becoming more connected and more


demanding by default, evolving the service model is not optional. It is central to maintaining relevance and strengthening long- term partner relationships.


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