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Connected Customer Experience

Controlling and reducing the parts costs in Warranty Claims

Author Eric Marlan on Jul-17-2018

Replacement Parts cost represents 60% or more of the warranty claim expense. Studies indicate that up to 15% of the parts cost is excessive resulting from:

  • replacing good parts leading to NTF (No Trouble Found) issues
  • replacing parts when they can be repaired at a lower cost
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Field Service: A Mid Year Review

Author Michael R Blumberg on Jul-6-2018

Now that we are half way through 2018, I wanted to take some time to look at where the Field Service industry is right now.  Here are some of my thoughts on the biggest struggles facing Field Service Organizations (FSO), where some of the greatest opportunities lie, and what trends to look for in the coming months and years.

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The Impact Of Impending Labor Shortages On Field Service

Author Michael R Blumberg on Jun-27-2018

One of the most pressing concerns among field service executives is the impending shortage of skilled workers. These concerns are well-founded. The U.S. labor market is expected to face a shortage of approximately 8.2 million workers by 2027, reports Thomas Lee, head of research at Fundstrat Global Advisors.

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8 Strategies to control the cost of shipping warranty related returns

Author Eric Marlan on Jun-25-2018

WSJ article on annual logistics report finds:

  • Costs for freight have risen steeply since the middle of last year because of rising interest rates, higher price of fuel, and driver capacity constraints
  • Average freight rate per mile have risen between 20% and 30% so far this year
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Ten ways Warranty can improve Customer Satisfaction

Author Eric Marlan on May-24-2018

In a recent benchmark survey results from Strategies for Growth published by Warranty Week, 58% of Warranty professionals identified improving post-sales customer satisfaction as the main driver for higher levels of warranty performance.

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Value and Price: Understanding the Forces that Influence Service Revenue

Author Michael R Blumberg on May-18-2018

I am often asked by clients to help them implement strategies to grow their service revenue.

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