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      2 min read

      In the Rearview Mirror: A Leading Automobile Warranty and Service Conference Recap

       
      A recap of MAPconnected, A Vehicle Service & Warranty Lifecycle Conference

      I had the privilege of moderating the recent MAPConnected Vehicle Lifecycle and Warranty Conference. Being the conference moderator offered several distinct advantages. I observed audience attention and participation during the presentations, plus I had the opportunity to ask the tough questions on everyone’s minds. Here is a short recap of my experience.


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      2 min read

      Quality Redefined: How End-to-End Service Delivery is Transforming the Customer Experience

      Recent events such as the coronavirus pandemic have made one thing abundantly clear: Disruption will continue to play a starring role in the “next normal.” When the world went into lockdown, some companies went under while others sought new ways to do business. As a result, durable goods manufacturers and service organizations have had to rethink their operations and offer customers a service experience that meets their increasingly high expectations.


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      2 min read

      Syncron and Mize Join Forces to Bring Service Lifecycle Management Capabilities to Market

      Guest blog by Michael Blumberg, Blumberg Advisory Group

      Syncron, a leading provider of Service Parts Planning, Pricing, and Uptime Management Solutions, has announced a merger with Mize, a leading provider of Field Service Management (FSM) and Warranty Chain Management (WCM) solutions. The merger creates the world’s largest privately-owned provider of Connected Service Experience (CSX) and  Service Lifecycle Management (SLM) solutions for manufacturers, distributors, and service ecosystem partners. The new entity brings together two well-recognized leaders in their respective cloud solutions markets.


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      2 min read

      WBR Insights Report: New Field Service Tech Delivers Better Customer Support and Consistent Uptime

      Organizations of all stripes—from consumer-facing companies to B2B enterprises—must navigate an array of ever-changing market conditions and shifting customer expectations to stay ahead of the proverbial curve. Most companies rely on new technologies to help solve these business challenges, and field service organizations are no exception.


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      2 min read

      Turn Your Post-Sale Services and Warranty Management into a Profit Center: Best Practices from Experienced Global Leaders

      The ability to deliver a customer-centric experience has quickly become a prerequisite for competing in the global marketplace across most industries, including durable goods manufacturing. Your customers have an ever-growing list of vendors to choose from, and their loyalty to your brand rises and falls with the experience you provide. In fact, according to PwC, 32% of customers will stop doing business with a brand they love after only one negative experience.


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      4 min read

      Service Lifecycle Management 101

      Aligning People, Processes, and Technology to Improve Post-Sale Durable Goods Customer Experiences and Revenue

      Aftermarket has taken a backseat to other company-wide digitization initiatives for durable goods manufacturers for far too long. While we collectively recognize the value of post-sale revenue, it has been difficult—and nearly impossible—to align the people, processes, and technology required to optimize the approach.


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      2 min read

      3 Ways Depot Repair Management Can Help Manufacturers of Consumer Durables Build Strong Customer Relationships

      Repairs are frustrating but a necessary evil in the consumer durables manufacturing world. When a customer's product requires repair, they expect it done quickly and efficiently—anything less can negatively affect the customer experience and lead to a higher churn rate.

      Depot Repair Management (DRM) software provides technicians and teams with the tools they need to do their job better, creating a more efficient repair process that reduces customer downtime and leads to happier customers.


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      2 min read

      Solve Technician Inefficiencies with a Field Service Management Solution

      Field service technicians face a near impossible challenge – they need to keep productivity high, costs low, and tackle administrative tasks that eat away at their time. Empowering the workforce now depends on more than just training; a connected field service management solution is the best way to make technicians more efficient, empower them to solve the problem correctly the first time, and control costs that can easily spiral without the right solution in place.


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      2 min read

      Improve Technician Efficiency and Productivity with Service Parts Management

      When a part breaks or wears down, providing a quick and efficient replacement is crucial for keeping customers’ operations running smoothly. Offering reliable repairs improves the buying experience, leading to repeat part sales and happy long-term customer relationships. It’s a win-win for everyone—but it’s almost impossible to achieve without an effective service parts management process.


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      3 min read

      Modernizing Warranty Management Systems: IT Department's Role in Building a Streamlined Service Lifecycle

      As manufacturers focus on the benefits of modernization and the competitive advantage it creates, the IT department has gained an increasingly important seat at the table when it comes to the organization’s strategy and direction. If anyone is focused on the digital future, it’s the people tasked with keeping IT systems going, troubleshooting and heading off problems before they become catastrophes, and ensuring that customers—both internal and external—are satisfied.


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      Connected Customer Experience

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