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Connected Customer Experience

A Peer’s View: Unifying Warranty Management through Customer Self Service

Author Tim Nissen on Jun-18-2020

Jun-19-blog-2020

Manufacturers are saddled with multiple legacy systems that seem like they’ve been with the company from its concept. Some may have…

Product warranty structures have become increasingly complex over the years. The processes and networks engaging have expanded, outgrowing infrastructure that may have gotten the company by in previous times as the costs for warranty management continue to rise, with potential revenue from this channel often going uncaptured. The culprit: lack of visibility – from both company and customer vantages – due to these system’s disparate, disconnected status. That’s costly. So too are the employee costs associated with every step of warranty service processing. These days, customers are growing increasingly comfortable with self-service. Why not integrate portals that allow them this ability?

Drobo, a manufacturer of data storage products for SMB organizations, found themselves in this state. What caught their attention to this problem was an in-house systems audit that identified multiple CRM systems for their call center, registration, warranty entitlements, and Return Material Authorization (RMA) operations. ​Innocently enough, these accumulated over the years, though these legacy systems lacked efficiency (and visibility), resulting in higher costs​ reoccurring.

Among their difficulties included RMAs requiring too much manual entry​, and duplicate records being updated and maintained separately in both CRM and RMA systems. Additionally, all required system fields having to be keyed to process correctly, even if they weren’t relevant. Drobo’s staff had to have a hand in every step of each process; no customer self-help portal was available. Ultimately, their business rules had grown too complex to manage and update for ongoing efficiency.

After an industry search for a single solution system to automate end-to-end warranty program management, Drobo selected Mize.

The Mize solution focused on a Connected Customer Experience, enabling Drobo’s global customer service and technical support teams to collaborate, and deliver a superior owner experience. ​

Components of Mize’s custom configuration for Drobo’s specific environment includes:

  • Customer Portal: Allowing customers to initiate support​ directly, without costly service department interactions
  • KnowledgeCustomers can DIY their issues quickly through this comprehensive information repository, ending time and frustration, while reducing call center demand
  • RegistrationThe on-ramp to smarter customer engagement, this function brings all warranty parties together, to register plans, notify customers and alert insurance underwriter​s
  • Plansautomating the offering of a variety of innovative service plans, significantly increasing service revenue ​
  • SupportAllows customers to manage their support requests, routing, tracking, and resolution​, all from their desktop and mobile devices.

This strategic Mize move by Drobo is proving beneficial, streamlining all customer support and service processes. The results: reducing call time and Call Center costs, increasing service productivity ​with faster resolution time (much of this is resulting from automation of customer self-service capabilities). The revenue advantage: improving Service Contract Attachment and Renewal Rates, increasing service revenue, and higher profit margins in what was once a cost center.

Mobilize Service Knowledge to improve Technician productivity and first-time fix rates

Author Eric Marlan on Oct-18-2017

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. 

One way to ensure technicians have the right knowledge at the point of service is to mobilize all knowledge resources to enable the technician to easily and quickly find the solutions at any time, anywhere and on any device.

Knowledge-1.jpg

You can take these three steps to deliver on-demand knowledge to your technicians: 

1. Mobilize and simplify access to all knowledge resources

Most companies have the knowledge scattered across different sources, formats, and applications. Technicians cannot waste valuable time looking for solution information silos. Enable Technicians with a mobile app that provides access to all knowledge with a simple Google-like search to find the relevant solutions faster.

The contextual information can be filtered by scanning a barcode or QR code for a product model or serial #. The mobile app also should provide offline access to select knowledge topics when Technician is expected at a field location without WiFi or mobile data connectivity.

Service-Knowledge-1.jpg2. Mobilize access to Technical support

When Technician is not able to find the solution form the knowledge resources, Technician should be able to easily initiate a support request with the information and any pictures or video recording of the problem.

The technical experts at the company now have better information to help diagnose and resolve the problem rapidly. Contact center agents having access to same knowledge resources will help improve the productivity and find a more accurate solution. 

The support request can further be augmented with a video chat when necessary to walk through the problem and resolution quickly. 

Service-Knowledge-2.jpg3. Mobilize Parts Catalogs, Orders, and Service history

In addition to service knowledge, Technicians need mobile Parts catalogs to identify right parts required for the repair, easily navigate through electronic or hydraulic schematics, and find product service history.

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Mobilizing access to all the resources enables the technicians to complete the service tasks accurately improving productivity, utilization, and first-time fix rates.

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Mize provides the most cost-effective and easy-to-use Knowledge Management solution that can be deployed in the cloud and accessible on any browser or any iOS or Android mobile device online or offline in any language globally. 

Request a Demo now to learn how Mize Mobile Technician App empowers your field service technicians with the knowledge to deliver better service to your customers.

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