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Key Takeaways

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Updated process documentation, recruiting and training new CBS employees.

Improved business efficiencies and lower overall costs.

Outsourced roles across Finance and Accounting, Commercial and Analytics, Accounts Payable, and Contracts Administration.

The Challenge: Improve business efficiencies and improve costs

Canon is the world’s leading imaging organisation that actively inspires with imaginative ideas that enable people to connect, communicate and achieve more than they thought possible. 


Canon Australia wanted to improve business efficiencies, lower their overall costs, and demonstrate their confidence in Canon Business Services’ Managed Service capabilities. 

"I am so impressed with the Manila teams' initiative. Very early on they created a FAQ so that their learnings and knowledge base could be shared with others."

Jellen Adan, Logistics Manager, Canon

The Solution 

Canon Business Services (CBS) invited Canon to collaborate with us in updating their process documentation, recruiting and training the new CBS employees that would be working directly with Canon. With this strong transition framework in place, CBS could ensure the best possible outcomes for Canon. 

Canon key business stakeholders travelled to Manila for an early engagement meeting with the CBS Philippines team, to better understand the business and its culture. “Engaging business owners from day one and giving them a first-hand look at the people and the operations was absolutely critical to the success of the transition,” says CBS Program Manager, Shane Clarke.


To ensure a smooth transition from their current external service provider, Canon maintained existing open lines of communication throughout every stage of the project, and every role was tested and signed off at each stage before going live. “I’m loving the focus and ownership our CBS teammates have taken – visible in the results across all of our teams. It makes me feel proud and augurs well for our future success. Keep it Up.” says Rebecca Ullman, General Manager of Service and Operations. 

The Results


The ‘go-live’ day (mid December 2016) was a complete success; the first phase was delivered on-time and within budget, with 33 full time employees fully operational in Manila across a number of ‘order-to-cash’ order entry, collections and reconciliation processes. 

All aspects of the project were reviewed beyond just the processes themselves. We sought feedback on training, setup and induction processes from the local recruitment team in Manila, our IT team and the new employees. This feedback helps us make improvements for Canon and future client businesses.


Following this, Canon have transitioned over 5 phases and have 140 roles managed by CBS in areas such as:

  • Finance and Accounting
  • Accounts Payable
  • Commercial and Analytics
  • Contracts Administration 

Because the Canon project was an internal partnership, it has allowed CBS to build a library of resources to take to market, as well as many live examples of successful transitions. “Our ever-expanding resource library is full of really useful tools and templates to manage transitions – making it as easy as possible for any company considering doing the same,” says Shane Clarke. “I could not be happier with the approach the CBS team has taken, and all the signs are positive for further great outcomes.” 

140 roles outsourced within Canon

24/7 availability helping 130+ clients across multiple industries

95% customer satisfaction

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