4 min read
Service Lifecycle Management 101
Aligning People, Processes, and Technology to Improve Post-Sale Durable Goods Customer Experiences and Revenue
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SMART BLOX™
KNOWLEDGE
Simplify Access To all Knowledge Resources
Overview
The Mize Knowledge Smart Blox allows manufacturers to publish and deliver various service content types on the web and mobile using any device.
The service content that can be made available includes:
Easier and Faster Access to Comprehensive Product Knowledge
All the technical content is indexed and can be accessed with a simple free form search. Data can be further filtered based on brand, product category, model, and other criteria.
Customer Self-Service
Brands can foster self-service by providing access to resources that customers need, without requiring assistance from an agent in a call center.
Using My Customer Portal, brands can deliver rich content, documentation, and tools, making it easy of for customers to find relevant and helpful information. By making installation, training and support resources available online, customers can get help and service products on their own.
Improve Contact Center Effectiveness
Contact Centers are inundated with calls that could have been easily solved by simple access to relevant knowledge topics. Even when customers reach contact centers, they are frustrated by the support agents' lack of knowledge to answer their questions.
Mize Support provides a Smart Panel with contextually relevant Knowledge for customers, field service techs, and contact center agents. The most relevant topics are suggested by the powerful knowledge search engine using the product, Service BOM, and issue description filters to help find resolutions faster.
Improve Productivity and Utilization of Service Technicians
As products become more complex, having the relevant knowledge available at the point of service is critical for the technician to accurately diagnose and repair the products.
Improve the percentage of the work orders completed during the first visit by enabling the technician to access operator manuals, service manuals, interactive schematics, illustrated parts catalogs, and work instructions that guide diagnosis and service task completion.
By making the service knowledge easily accessible and available to Field Service Technicians, companies can realize many immediate benefits:
- Increase first-time fix rates
- Improve Technician Productivity
- Onboard new Technicians faster
- Reduce Publishing and Training costs
- Reduce calls to Technical Assistance Centers
- Improve SLA Compliance
- Improve Product uptime
- Increase Customer Retention
Easy and Automated Publishing
Any existing HTML, XML, PDF, or other formats can easily be uploaded or published in the Knowledge Manager. The publishing process can be automated from existing publishing and document management systems reducing the efforts and costs involved in making the latest content available to the users.
Cost-Effective and Faster to Deploy
Mize provides a simple cloud-based subscription model (SaaS) to publish and access all knowledge resources, including Service Manuals, Service Bulletins, Parts Catalogs, Schematics, and other Knowledge assets in real-time.
You can get going with your Knowledge solution with the responsive web and native mobile access within days with low upfront costs and a cost-effective monthly subscription fee.
Multi-language Support
Mize Knowledge solution supports content delivery in multiple languages. Some of the major languages supported include English, Danish, Dutch, Finnish, French, German, Italian, Polish, Portuguese, Norwegian, Russian, Spanish, Swedish, and Turkish.
Unlock the Value of Your Knowledge Assets with Mize Knowledge
Mize Knowledge unlocks the potential of knowledge assets by simplifying access to all knowledge for all stakeholders.
Mize provides the most cost-effective and easy-to-use Knowledge Management solution that can be deployed in the cloud within days and accessible on any browser or any iOS or Android mobile device online or offline in any language globally.
Knowledge Datasheet
Mize Service Knowledge Management Software and Solution simplifies access to all knowledge resources for Customers, Service Centers, Technicians, and Support teams. Mize enables companies to deliver knowledge globally in any language and on any device of choice to enhance customer experience and resolve service issues faster.
Questions? Contact us.
We're here to help.
The Mize team brings decades of experience in Service Lifecycle Management. Ask us how we can improve your processes.
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