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       CASE STUDY

      ELECTROLUX

      Electrolux Reduces Technician Support Costs and Improves Speed of Service with Mize  

       

      Electrolux is a leading global appliance company helping shape better living by reinventing taste, care, and well-being experiences. The company was in search of a Knowledge Management solution to provide a better service solution for all stakeholders including customers, service technicians, and channel partners.

       

      Background

      The company was in search of a Knowledge Management solution to provide a better service solution for all stakeholders including customers, service technicians, and channel partners.
       

      Challenges

      Prior to implementing Mize, Electrolux was utilizing a legacy system to provide information to Technicians in the field. The previous system wasn’t mobile friendly. It was outdated and not searchable. Service information and knowledge were located inside Electrolux’s firewall and there was no offline functionality.
       

      Due to these shortcomings, service related information was difficult to access. Service Technicians spent an inordinate amount of time retrieving information. In addition, they would often contact the Electrolux Technical Support Line for help, placing an increased burden on the Support Line personnel. Productivity suffered as technicians experienced longer hold times for support. Repair times and first time fix rates were negatively impacted having negative consequences on Customer Experience.

       

      Solution

      Electrolux turned to Mize to enhance their service experience with a native, mobile application that empowered internal and external Electrolux service providers. The solution involved a responsive web application with native iOS and Android capabilities.

      The Mize solution provides Electrolux with the ability to manage and self-publish service-related content. Extensive online and offline Google-like search capabilities provide technicians with access to a vast array of content in PDFs, manuals, service tips, news flashes, bulletins, etc., accessible in the browser platform and mobile devices. Technicians can also use barcode and QR scanning features within the Mize platform to retrieve their mobile devices' knowledge content. With Mize’s On Video chat feature, Electrolux technicians can video chat with the internal support team who assist and guide technicians on repairs.

       

      Results

      Before implementing Mize, Electrolux was utilizing a legacy system to provide information to Technicians in the field. The previous system wasn’t mobile-friendly. It was outdated and not searchable. Service information and knowledge were located inside Electrolux’s firewall, and there was no offline functionality.
       

      Due to these shortcomings, service-related information was difficult to access. Service Technicians spent an inordinate amount of time retrieving information. Also, they would often contact the Electrolux Technical Support Line for help, placing an increased burden on the Support Line personnel. Productivity suffered as technicians experienced longer hold times for support. Repair times and first-time fix rates were negatively impacted, having negative consequences on Customer Experience.

      The Mize Knowledge Management tool has really help Electrolux get our technical information into the hands of our Technicians. It has simplified access to Service Bulletins, Technical Flashes, videos and Electronic Parts Catalog. The On Video chat feature has been extremely helpful and the ability to record each session gets this information to our Quality Team much faster.
      Steven Zannos
      Sr. Director, Service Delivery, Electrolux
       

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