This blog post is based on workshop session by Mize at ENG’s Automotive Warranty Management conference on Oct 16th & 17th in Dearborn, MI. You can download the workshop presentation or read the summary blog post about the conference.
Connected Customer Experience
The ENG’s 3rd annual Automotive Warranty Management USA, sponsored by Mize, took place on Oct 16th and 17th in Dearborn, MI. The event attracted over 110 warranty leaders from the automotive industry. This blog post summarizes the key themes, presentations, metrics, best practices, and technologies discussed during the conference.
Last year, a commercial service contract trade association was launched at the Nashville conference. This year, two half-day programs have been added to the main conference to delve into topics related to how commercial service contracts are priced, configured, and sold to businesses.
As the ninth annual edition of the Extended Warranty & Service Contract Innovations conference prepares to convene in Nashville next week, industry professionals are in for a treat. Following a day-and-a-half of regular programming about the consumer end of the industry, show producers have for the first time scheduled a day-long add-on forum about the business-to-business service contract marketplace.
Negotiating the Sales Process
To close out the proceedings on Wednesday, Ashok Kartham, the CEO of Mize Inc., will be speaking with Rob Christian, the president of OnPoint Warranty Solutions LLC, about how to streamline the quote-to-renewal process.
Kartham said close to two-thirds of the Mize customer base are on the business-to-business side of the service contract industry, such as Trimble Navigation, Takeuchi Manufacturing, and Blue Bird Corp., makers of the ubiquitous yellow school buses. OnPoint, meanwhile, is using the Mize platform to administer warranty and service contracts on both the B2B and consumer sides. “So we see this as a very important segment for us,” he said.
The market for field service management (FSM) software market is large and growing. In 2017, the market for cloud- based applications was valued at $1.2 billion by Blumberg Advisory Group, and we anticipate that the market will experience a five-year compound annual growth of 22.8 percent. In other words, it will more than double by 2022.
Michael Blumberg, President of Blumberg Advisory Group and founder of FieldServiceInsights.com discusses some of the most crucial mistakes field service companies can make when utilising contingent or seasonal labour…
Field Service Organizations (FSOs) in North America, UK, and Europe are increasingly turning toward crowdsourcing platforms and subcontractors to augment their field workforce.
This type of outsourcing strategy enables FSOs to become more agile in meeting customer demands for service. As a result, they [FSOs] are able to reduce costs and improve service productivity. In addition, crowdsourcing and contingent labour helps solve the problem of finding skilled labour on a rapid basis.
Field Service organizations have a direct impact on customer satisfaction and retention, and can help generate higher margin revenues from the loyal customer base. The field service experts from Mize have identified 5 things customer-centric field service organizations do differently to be more effective in delivering a differentiated customer experience.