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      2 min read

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

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      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.

      Here are three ways Depot Repair Management software can help you improve relationships with your customers:

      1. Improve repair times with a more efficient end-to-end repair process

        DRM software helps improve repair times by connecting and automating the repair process steps, allowing customers to get their products repaired quickly and easily. Stakeholders, including the inventory manager, depot manager, and repair technician, can orchestrate a repair response that mitigates hurdles that might lead to complications and higher costs.

        Mize DRM also ensures technicians have the resources, service manuals, and knowledge base materials they need to complete a repair the first time. Technicians have access to customer history from any device and mobile capabilities for capturing product defects. DRM software integrates with carriers and third-party logistics companies to streamline reverse logistics and product shipments.

        When your team and technicians can be more productive, they can provide timely solutions that keep customers happy.

      2. Reduce customer costs by streamlining inventory, shipping, and return processes

        When mistakes are made in the inventory process, it can further delay repairs or lead to unnecessary costs. DRM software creates a better user experience for both customers and inventory managers, moving the repair process along as cost-effectively as possible.

        Within the platform, inventory managers can create a Return Material Authorization and shipping label for the customer to return the defective product and generate an inspection order to identify what repairs need to be done. They can then quickly check the parts inventory to ensure the technician has what they need to get the job done correctly. Customers get the parts they need the first time around, eliminating mistakes that result in re-orders and re-shipments.

        Mize DRM software also makes it easy to check a product against entitlements from standard warranties or service contracts. When warranties are properly managed alongside repairs, you can prevent frustrating occurrences of accidentally billing customers when a repair should be covered under their warranty.

        When your team and technicians can be more productive, they can provide timely solutions that keep customers happy.

      3. Boost customer communication to improve service delivery

        As a customer, it’s frustrating to constantly follow up for repair status. Mize Depot Repair Management makes it easy to keep customers informed of their repair status through the Customer Connect portal or via email and text messages. Depot managers can stay proactive about communication to prevent frustrated customers from wondering the status of a return or where a new part is.

        Integrations with ERP and CRM systems also mean you can use DRM to maintain a customer portfolio that makes future repairs easier. When your team and technicians can easily view past complications, repairs, or orders, they can provide better service in the future.

      Depot Repair Management done right gives consumers and technicians the tools they need to reduce repair times. An efficient process reduces downtime and improves profitability and customer satisfaction.

      If you’re ready to empower your repair center team, request a demo of the Mize Depot Repair Management solution.

      BLOG AUTHOR

      Michael Johnson

      Michael Johnson, Product Manager for Field Service Management at Mize, has 10 years experience managing diverse IT helpdesk and network infrastructure teams in Field Service Management. Drawing on his IT management experience leading teams in repair, implementation, configuration, and monitoring, he applies that knowledge to designing and managing service software solutions for field service and depot repair.