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      3 min read

      Connect Technicians to Knowledge and Parts at the Point of Service

       

      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.


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      1 min read

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

      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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      3 min read

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

      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...

      Achieving a high first-time fix rate and completing service visits in a timely manner represents the Holy Grail for many Field Service Organizations (FSOs). Unfortunately, many FSOs face stumbling blocks to achieving this outcome. At issue, their technicians may lack the knowledge required to effectively resolve service issues in a timely manner.


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      14 min read

      Deliver Better CX Through Best In Class Field Service Management Apps

      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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      3 min read

      Prescription for Automotive Industry: Optimize Supplier Warranty Management

      Are you frustrated with your access to warranty information? 

      Is EXCEL your “go to” tool for warranty analysis?

      Do you have a “warranty management process” or are you just chasing OEM provided numbers? 

      If you don’t like the way you had to answer any of these questions, you’ll want to join us for this informational webinar! 


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      3 min read

      Walk Before You Can Run

      A Blueprint for Creating an IoT Enabled Field Service Organization

      Despite the enormous benefits of IoT, field service leaders face many challenges to implementing IoT platforms. First, many of these leaders have not defined a clear outcome for IoT projects. In other words, they haven’t created solid use case or achieved clarity around what types of actions, decisions, or benefits they can obtain from IoT. The possibilities are endless and often overwhelming. Second, these leaders need to create a clear road map with respect to when, how, and where they will implement IoT. Questions often exist as to whether they should implement IoT on their existing installed base or roll-out with new product releases. Applying IoT to an existing installed base may seem like a time-consuming and arduous task. However, the benefits that a FSO can achieve when a large segment of their installed base is IoT enabled is significant. Third, IoT produces a vast volume of data. FSOs are often not sure how they will make sense of all the data or how they will ensure that actionable and measurable results will be achieved from this information. Fourth and most importantly, many field service leaders are concerned that they must overhaul their entire service delivery processes prior to taking advantage of IoT. This seems like an impossible order when they may have millions of dollars invested in the current ways of doing things.


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      2 min read

      Will Digital Transformation Through Augmented Reality Lead To A Zero-Sum Game For Field Service Organizations?

      Augmented Reality (AR) and Virtual Reality (VR) are one of the hottest technologies hitting the field service industry today. This technology provides field service organizations with the ability to remotely solve customer problems through a collaborative video platform that superimposes a computer-generated image (e.g., annotation, technical instruction) onto a user's view of the real world, thus providing a composite view. 


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      3 min read

      Optimize Supplier Warranty Management Through Improved Collaboration and Communication

      According a recent study by Warranty Week, warranty claims in the U.S. Automotive Industry have remained relatively stable over the last 15 years.    Among Power Train Suppliers, Warranty and Accrual rates have averaged less than 1% of sales during this time frame.   Apart from outlier years due to the Great Recession and a large-scale recall by one manufacturer, Warranty and Accrual rates have averaged between 2.5% and 2.2%, respectively, for manufacturers of Truck and Large Vehicles.


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      3 min read

      Webinar: Enabling Service Technicians to Deliver Better Customer Experience

      Customer Experience is a critical factor driving customer loyalty and retention.  It is important for companies to focus on these Key Performance Indicator (KPIs) because it takes 5 times as much to attract a new customer as it does to keep an existing customer satisfied. Maintaining high levels of customer loyalty and retention can also have a huge financial payoff. Benchmark studies show that just a 5% increase in retention can yield profit increases in the range of 25% to 95%.


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      3 min read

      Winning Service Strategies to Unlock the Value of the Install Base

      Servitization is one of the most critical disruptive forces facing the manufacturing industry.  What exactly is Servitization? It is the transformational journey that a manufacturer undergoes to develop services and solutions to supplement their traditional product offerings.  Ultimately, for equipment manufacturers, it’s about generating additional and profitable revenue streams from the provision of services.


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      Mize Inc.

      Our company blog authors are among the best in the industry. By using our product and customer experts as sources we are able to share the latest trends and tips.