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Connected Customer Experience

Michael R Blumberg

Recent Posts

Prescription for Automotive Industry: Improve Quality & Optimize Supplier Warranty Management with State of The Art Solution

Author Michael R Blumberg on Jun-10-2019

Are you frustrated with your access to warranty information? 

Is EXCEL your “go to” tool for warranty analysis?

Do you have a “warranty management process” or are you just chasing OEM provided numbers? 

If you don’t like the way you had to answer any of these questions, you’ll want to join us for this informational webinar! 

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Walk Before You Can Run

Author Michael R Blumberg on May-10-2019

A Blueprint for Creating an IoT Enabled Field Service Organization

Despite the enormous benefits of IoT, field service leaders face many challenges to implementing IoT platforms. First, many of these leaders have not defined a clear outcome for IoT projects. In other words, they haven’t created solid use case or achieved clarity around what types of actions, decisions, or benefits they can obtain from IoT. The possibilities are endless and often overwhelming. Second, these leaders need to create a clear road map with respect to when, how, and where they will implement IoT. Questions often exist as to whether they should implement IoT on their existing installed base or roll-out with new product releases. Applying IoT to an existing installed base may seem like a time-consuming and arduous task. However, the benefits that a FSO can achieve when a large segment of their installed base is IoT enabled is significant. Third, IoT produces a vast volume of data. FSOs are often not sure how they will make sense of all the data or how they will ensure that actionable and measurable results will be achieved from this information. Fourth and most importantly, many field service leaders are concerned that they must overhaul their entire service delivery processes prior to taking advantage of IoT. This seems like an impossible order when they may have millions of dollars invested in the current ways of doing things.

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Will Digital Transformation Through Augmented Reality Lead To A Zero-Sum Game For Field Service Organizations?

Author Michael R Blumberg on May-2-2019

This post originally appeared in the August 2017 issue of Field Technologies Online.

Augmented Reality (AR) and Virtual Reality (VR) are one of the hottest technologies hitting the field service industry today. This technology provides field service organizations with the ability to remotely solve customer problems through a collaborative video platform that superimposes a computer-generated image (e.g., annotation, technical instruction) onto a user's view of the real world, thus providing a composite view. 

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Optimize Supplier Warranty Management Through Improved Collaboration and Communication

Author Michael R Blumberg on Apr-29-2019

According a recent study by Warranty Week, warranty claims in the U.S. Automotive Industry have remained relatively stable over the last 15 years.    Among Power Train Suppliers, Warranty and Accrual rates have averaged less than 1% of sales during this time frame.   Apart from outlier years due to the Great Recession and a large-scale recall by one manufacturer, Warranty and Accrual rates have averaged between 2.5% and 2.2%, respectively, for manufacturers of Truck and Large Vehicles.

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Webinar: Enabling Service Technicians to Deliver Better Customer Experience

Author Michael R Blumberg on Mar-22-2019

Customer Experience is a critical factor driving customer loyalty and retention.  It is important for companies to focus on these Key Performance Indicator (KPIs) because it takes 5 times as much to attract a new customer as it does to keep an existing customer satisfied. Maintaining high levels of customer loyalty and retention can also have a huge financial payoff. Benchmark studies show that just a 5% increase in retention can yield profit increases in the range of 25% to 95%.
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Winning Service Strategies to Unlock the Value of the Install Base

Author Michael R Blumberg on Feb-20-2019

Servitization is one of the most critical disruptive forces facing the manufacturing industry.  What exactly is Servitization? It is the transformational journey that a manufacturer undergoes to develop services and solutions to supplement their traditional product offerings.  Ultimately, for equipment manufacturers, it’s about generating additional and profitable revenue streams from the provision of services.

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