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Connected Customer Experience

Enlisting your Service Technician in Proactive Business Growth

Author Michael R Blumberg on Sep-9-2019

This article is guest post from Jim Baston. He is President of BBA Consulting Group Inc. and Author of the book: Beyond GREAT SERVICE-The Technician's Role in Proactive Business Growth

There is a lot of time and resources spent today on trying to engage field service technicians in generating new business from existing customers, and for good reasons.  Field service technicians are in a unique position in that they have insight to the needs of their customers which is unmatched by anyone else in the organization.  They know the technology, understand their company’s capabilities and know the equipment the customer is using and what they are trying to achieve with it.  They also generally have the trust of the customer.  Who is better at identifying products and/or services that the customer can use to make improvements to their facilities and operations?

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Connect Technicians to the Right Knowledge, Help, and Part at the Point of Service

Author Michael R Blumberg on Sep-3-2019

This blog post is based on an interactive workshop and presentation by Mize and Electrolux at Field Service Amelia Island 2019 on August 19th to August 21st, 2019 at the Ritz-Carlton in Amelia Island, Florida.  The workshop was presented by Michael Blumberg, CMO and Andrew Thomas, FSM Product Manager from Mize, and Danny Dailey, Senior Technical Manager of Electrolux.

Download Workshop Presentation from Field Service Amelia Island 2019

Download Workshop Presentation

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Does your Technician have the right parts to complete the service job?

Author Michael R Blumberg on Aug-8-2019

It is not uncommon for companies in the Consumer Durables Industry to lose control of the customers’ experiences during the product ownership cycle after the sale. This is because a customer may interact with many different groups or channels after the sale including Contact Centers, Dealers or Service Centers, Third Party Administrators, Parts Departments, or Field Service partners as part of the relationship with a company.   At issue, these groups may act as a series of unconnected departments or individuals.  However, customers expect these groups to act as one unified entity. 

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Service Knowledge: The Ultimate Key to Enabling a Higher First Time Fix

Author Michael R Blumberg on Aug-8-2019

This article first appeared in the Jul 25, 2019 edition of Field Service News

First time fix rates have always been and likely always will be the number one KPI that Field Service Companies focus on, but it is an elusive number to hit, Michael Blumberg gives his expert advice...

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Deliver Better CX Through Best In Class Field Service Management Apps

Author Michael R Blumberg on Jul-26-2019

This article first appeared in the May 27, 2019 edition of Field Service News

It seems that customer experience is the number one metric that Field Service Organisations are seeking to improve in today’s business environment, but it is an uphill task if your field service technicians don’t have access to the key details of each and every job to hand as they arrive on your customer’s site. The answer writes Michael Blumberg is investment...

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Revolutionize Customer Experience and Transform Service Performance

Author Marc Guthrie on Jun-20-2019

This article is guest post from from Marc Guthrie.  He is COO at Help Lightning

It was a Saturday morning early last Summer, and I was on the phone with John. John was at his daughter’s birthday party and had stepped out to help me with a problem with my A/C. John has been providing service on my HVAC equipment for me for more than a dozen years. He’s been here several times and knows all the stuff very well. He had a good idea what the problem was and was trying to walk me through the procedure to fix it. It was going to be a brutally hot weekend, and after 10 minutes of effort John said, “Hang on Marc, I’ve got my truck with me. I’ll head on over and get it done.” Hearing the disappointment in his voice, I told him to wait a minute, “I think I’ve got a way for you to do this and still sing ‘Happy Birthday’”…

How many times have you been in this situation? You have expertise and knowledge that you know will be helpful to someone. Maybe it is something relatively simple, but you just can’t clearly get the information you want across. You may have heard someone on your customer service team trying to solve a problem and are frustrated by the awkward descriptive language they are attempting to use. If you are frustrated, imagine how your customer feels! But what if you could take the knowledge of your company’s experts and place it in the hands of your field service engineers? Or, perhaps, even in the hands of your customers! What if your experts could be the eyes, ears, AND hands of the customer as they are working on an equipment problem? Well, that is exactly what Augmented Reality/Merged Reality (AR/MR) capability allows you to do.

Science Indicates its value:

Every research project performed in this area finds that adding hand gestures and visual cues to verbal communication significantly increase its cognitive power. Enabling the use of nonverbal cues, gestures, and real tools into the process improves overall communication by a factor of 10. On average, we use 2.88 gestures to explain each key point and, when we do, cognition and resolution are increased by 430%. These facts certainly  indicate that virtual presence technology will allow you to solve your customer’s problems more effectively. However, perhaps the most impactful scientific fact is this: When people can see your hands, it increases their trust in you by as much as 250%! We all know that building trust with our customers will do more for our business than any other single thing.

Our Intuition feels its value:

Imagine yourself helping a friend assemble the new grill that you had convinced her to purchase. Luckily, you had just put yours together last week, so you had intimate knowledge of the pitfalls. You wouldn’t simply stand with your hands behind your back and attempt to use simple verbal guidance as your stomach begins to growl. Instead, you would reach in and show her: “Look, you need to insert this dial here and turn it this way.” And: “I remember using this special tool on this part like this.” Helping people solve problems using our hands is so intuitively obvious, we never even think about it.

Practice Proves its value:

OK, science indicates to us that virtual presence is valuable and our intuition tells us it is valuable, but what about practical application. What do the numbers tell us? We have been analyzing the results of the usage of this unique capability, and now we know. Using merged reality solves 22% more problems than using simple video with Telestration. You don’t need to be a scientist or a psychologist to understand the massive impact this will have to your business.

…So, I sent John a text message and in 15 seconds we were involved in a powerful AR/MR session in which he guided me through several simple but intricate procedures and both of us were able to have a nice, cool weekend.

If you would like to learn how AR/MR technology fits into your Field Service Organizations’ Knowledge Tool Kit, then please join us for a live webinar hosted by Mize and Help Lightning.  During this webinar we will demonstrate the field service applications that companies can utilize to improve technician productivity, reduce resolution times, and boost customer satisfaction.  Through case studies, demos, and best practices, we will examine how advanced capabilities in the areas of Knowledge, Spare Parts, and Augmented/Merged Reality can revolutionize customer experience and transform service delivery.

Webinar Topic:  Revolutionize Customer Experience and Transform Service Performance through Augmented/Merged Reality

Date & Time:  June 27, 2019 at 1 PM EDT/12 PM CDT

Presenters: Michael R. Blumberg, CMO, Mize Inc.

    Andrew Thomas, Product Manager, CX and FSM, Mize Inc.

   Marc Guthrie, COO, Help Lightning

As special bonus for attending, you will receive a free copy of whitepaper Titled:  Benchmark Assessment of the Impact of Knowledge Tools on Service Experience

To learn more and register for our webinar click here

Watch Webinar Recording

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