Create, Manage and Monitor Support
Requests in Real-Time

Optimize support inquiries while reducing cost by removing manual data entry from request creation and lifecycle management, reducing response time and support cost.

Resolve Product Issues Faster

In today’s competitive market, customers demand professional support whenever and wherever they need help. Businesses also expect their support teams to work within multiple systems and quickly utilize various processes, all of which create barriers for customers to obtain support for their products and services effectively.

To combat these issues, Mize Support Smart Blox streamlines the support process by providing a single entry point for customers.  Through mobile apps and web portals, support can be provided at any time, in any situation.

The Support Smart Blox:

• Creates manages, and monitors support requests in real-time and minimize data entry by retrieving customer and product information automatically

• Mobilizes your support with iOS/Android apps so your customers can obtain help anywhere

• Automatically generates a service order or a warranty claim from support requests

• Orders parts and directly ships to the specific location where they are required

• Generates RMA (Return Material Authorization) and shipping labels from major carriers such as FedEx or UPS

• Dispatches a qualified field service technician or to a service center

• Seamlessly integrates with third-party systems

Features List

User-Configurable

Companies can configure, monitor, and optimize each aspect of their processes to improve the overall customer experience.

Quick and easy data entry

• Minimizes the amount of data required to be entered
• Scan in serial numbers using product bar code
• Data auto-population based on user login/profile
• Integrates with registration system so the user can select their product from their registered product list

Monitor and manage support request

• Users and Dealer get real-time information on the status of their request
• Ability to saved requests as a draft so they can return later to complete and submit the request

Fast access to help

• Can place a call to support directly from the app
• The call will be routed directly to the appropriate support agent based on product and/or other parameters
• Integrates with Mize SmartPanel, which performs an auto-lookup of relevant help topics, how-to guides, videos, etc. as the user enters support data

Cross-Platform Support

• Mobile applications on iOS and Android
• Web Portal supporting dynamic HTML

Reporting

• Dashboard Reports
• Configurable Reporting
• Export reports to Excel and PDF
• Bulk Data importing/exporting in CSV files
• Reports generated by IBM Cognos Connection

Integration with other support systems including Salesforce

Insights

Start screen dashboard displays three configurable reports:

• Support Request by Status
• Support Request by Type by Business Area
• Support Request by Resolution Time
• Drill down on any dashboard report to get the report full screen and get detailed data
• Displays a list of the most recently opened support requests with the current status displayed next to each request