Tampa, FL December 7, 2016
New Mize release transforming customer service interactions to enable better product uptime, enhanced service experience, and more efficient service delivery.
Mize today released the next generation of its Connected Customer Experience platform and software for Warranty, Support, Service, Parts, and Knowledge. Mize is transforming customer service interactions to enable better product uptime, enhanced service experience, and more efficient service delivery.
All major components of the Connected Customer Experience platform are being upgraded to make service interactions simpler and smarter. With this new release, the platform and Smart Blox are taking mobility and connectivity to a new level to enable manufacturers, dealer networks and their field service technicians to deliver the service experience that today’s customers expect.
Mize Channel Connect app enables Service Technicians to access knowledge, support, parts, inspection forms and work orders from any mobile device with optimal native experience online or offline. Mize further integrated support and knowledge capabilities with Smart Assist capability to recommend relevant solutions to help field service technicians to resolve issues faster.
AGCO Corporation (NYSE: AGCO), a world-leading manufacturer and distributor of agricultural equipment, rolled out Tech Connect powered by Mize solution to thousands of technicians worldwide. AGCO Tech Connect empowers technicians to perform pre-delivery inspections, submit support requests, and access all Knowledge objects.
Charles Dowdell, Director, Global Technical Service Information at AGCO Corporation shared that “The limiting factor to a technician’s productivity is ready access to specific technical product information and knowledge. These days, there is so much information from so many different sources. We must gather, manage, and organize these information resources for the benefit of our service people and ultimately our customers.”
AGCO has rolled out Tech Connect web and mobile application to the technicians across all regions and brands. Mr Dowdell said “ Tech Connect empowers our users. A single user can easily leverage knowledge from multiple experts to focus on a single service incident without lag times. Tech Connect facilitates the spread of knowledge across and between our dealers as well as linking different information types together to form a complete service-picture for our technicians. This comprehensive service-picture provides more comprehensive, proactive solutions to problems as well as boosts straight-up customer productivity.
Through the ready-access to technical service information, Tech Connect improves our customer's service experience. The service experience may be warranty or non-warranty. Ultimately, this information tool reduces downtime and effectively keeps the customer productive. “
In a March 2016 Gartner Report entitled “The Five CRM Customer Engagement Technologies to Focus On Through 2020”, predicts that “ By 2017, 35% of all customer support will take place on a mobile device — an increase of 300% over 2014.”
Technicians or Customers can access the solution via web or iOS and Android mobile devices from anywhere in the field. Mize Customer Central can then manage the support requests or feed into another enterprise case management system such Salesforce.com Service Cloud.
The push notifications capabilities keep service personnel updated instantly when new When a support request is submitted. Whenever an update is provided on Case or resolution is added, the technician is notified via a push notification on their mobile device. The solution is available in multiple languages to enable global customer support.
"Customers expect the technicians to be more knowledgeable and resolve the problems quickly and correctly. The technicians need the right tools to deliver on those customer expectations" said Ashok Kartham, CEO of Mize "Mize cloud-based connected customer experience solution enables Technicians with a unified Web and Mobile app to save time and focus on getting the products repaired and working for customers.”
Mize solution is available in Cloud model powered by Amazon Web Services (AWS) cloud infrastructure for reliability, scalability, and performance. Mize solution can be deployed quickly and cost effectively using per user or an enterprise subscription model.
"It is difficult to have all the knowledge of complex products they service." Eric Marlan, Sr Product Manager with Mize, said "Mize solution is like a genie that can provide answers and help solve technician problems whenever and wherever they need. By providing packaged software solution in SaaS model, we are accelerating how companies can enable their field service techs."
Mize enables companies to optimize key post-sale customer interaction events such as product registration, warranty, service plans, parts, support, service, and maintenance to increase customer satisfaction and retention. Mize connected customer experience platform and Smart Blox elevate customer experience and engagement with the customers, build more knowledge about the customers and products, and increase revenue from the existing customer install base. Mize harnesses the web, mobile, cloud, IoT, and analytics technologies to maximize customer lifetime value. Please visit www.mize.com for more information.