CONSUMER DURABLES
By offering extended warranties and other services such as preventative maintenance programs and subscription services, manufacturers extend the customer relationship and generate additional revenues.
Registrations also reduce customer support costs by reducing average support call handling times by as much as 50%. The customer’s product, including model number, serial number, name, and address, is in the system before making contact.
Improving the accuracy of product diagnostics with the right Knowledge and ensuring service parts are with the assigned field service technician during a service call, first call completion rates increase by nearly 70%.
Whenever parts need to be researched or ordered, Parts Connect provides technicians with fast and easy access to their preferred parts distributors or internal company parts stocking locations right from their mobile device.
The Internet of Things (IoT) has enabled residential smart appliances to self-monitor so that manufacturers can determine if devices are operating within expected performance parameters. Using that information, manufacturers can proactively contact their customers, schedule service calls or orders, and send consumer replaceable items such as hardware.
When in-home repair service becomes necessary, Mize provides a unified Field Service Management software platform to efficiently organize, optimize, and manage employed and third-party workforce service delivery. Further, it is customizable, brandable, and scalable for any manufacturer of residential consumer products. Service Eco-System partners, including authorized service providers and factory technicians, are connected via the Cloud to accept job work orders and manage all aspects of service events in real-time using Channel Connect, a unified mobile app.
Mize also offers specialized web portals and mobile apps that increase customer convenience. Service customers can view service provider calendars, see technician availability, schedule, reschedule, or cancel onsite service visits easier than before. In turn, the portal management software sends customers automatic reminders about appointments and updates about technician status by email, text, or phone.
In summary, Mize enables companies to optimize key post-sale customer interaction events, including product registration, warranty, service plans, parts, support, service, and maintenance to enhance customer satisfaction, retention, and loyalty. The Mize Connected Customer Experience platform and Smart Blox elevates the customer experience, builds more knowledge about the customers and products, and increases revenue from the existing customer install base. Mize enables manufacturers to harness web, mobile, cloud, IoT, and analytics technologies to Maximize Customer Lifetime Value.
