As Products are getting more complex and product cycles are getting shorter, the service technicians cannot be expected to know all aspects of servicing your products. It is not practical to expect these technicians have the required training ahead of time.
Connected Customer Experience
A Service Technician can affect your Warranty costs more than you think. The decisions and actions by a Service Technician (Tech) have a very significant impact the cost of warranty repairs. To reduce warranty costs, warranty and Service departments need to pay more attention to enabling the Tech to make right decisions, capture accurate information, and perform the repairs efficiently.