When a service technician needs to change a part to repair one of your products, how many systems does it take to ensure that right part is available at the right place and time?
For most companies, the service parts process may touch seven or more systems for Repair Order, Parts Catalog, Parts Order, Parts Distribution, Parts Support, Supplier Parts Order, Inventory Management, Parts Return, and Shipping. In addition, there may be a different mobile app to support field service technicians, a reporting system to track parts sales, and a parts pricing system. Some manufacturers still rely on PDF files and spreadsheets for service parts management.
In many cases, these disparate systems are not connected resulting in errors, inefficiency and poor customer experience.
Companies can reduce the number of systems required to just two - one for dealer or customer facing parts portal or app and one for back-office parts distribution.
Connecting and Consolidating the systems will help you to:
- Increase Parts Sales
- Streamline Parts order process
- Reduce inventory costs
- Enhance Customer Experience
Companies can also save costs from consolidated parts system by reducing the cost of development, support, maintenance, and integration of numerous systems. Unifying the following dealer or customer facing functions into one web and mobile application helps to simplify and streamline spare parts processes.
- Parts Catalog: Find the right part for the product and service task
- Parts Pricing and Availability: Provide parts pricing and availability
- Parts Order: Ability to easily order parts for stock or emergency needs
- Parts Support: Get help and assistance to answer questions and resolve issues
- Part Return: Return parts with an issue or for stock adjustment
The integration of customer facing application with back-office Parts distribution functions, Parts Warehouse management, and Shipping will lead to faster order fulfillment, reduced errors, and efficient processes.
The convergence of Web, Mobile, Cloud, and IoT enables easier access from any device from anywhere or even proactively order parts based on alerts from connected products. Service Parts are a significant source of revenue and profits for your company. The connected customer experience is all about making it easier to do business with you, resulting in higher customer satisfaction and increased profitability.
Mize provides Connected Customer Experience platform and software for the own cycle to unify Parts, Warranty, Service, and Support systems. Request a demo to learn how you can enhance Service Parts Experience by simplifying and streamlining Service Parts Processes.
Eric Marlan, a Senior Product Manager with Mize, manages the product roadmap for the Mize Connected Customer Experience platform and Smart Blox modules focused on the areas of Registration, Warranty, Parts, Service Plans, Support, Field Service, and Knowledge.