3 min read
ROI Analysis Proves Business Case for Modernizing Warranty Management
Learn How in Our Warranty Webinar
If you're like many manufacturers, it may be time to close the transformation loop...
When field service technicians are responsible for everything from installation and inspection to repair and maintenance, you need an efficient way to manage service delivery. Mize Field Service Management streamlines your ability to meet customer expectations, improve cost-efficiencies, and increase field team productivity.
Durable goods manufacturers and their service partners rely on skilled field service technicians to provide installation, inspection, repair, and maintenance services at customer locations. Companies are currently managing the field service through multiple systems, using phone calls, emails, sticky notes, and paper forms. The inefficient field service processes and systems result in increased customer churn, unproductive service technicians, and missed revenue opportunities.
Companies need to streamline and mobilize Field Service Management to:
Enhance customer experience by delivering the expected service during the first visit
Improve the cost-efficiencies and productivity of the service delivery teams, and
Increase predictable revenue streams from service plans and maintenance agreements
Mize FSM solution powered by Connected Customer Experience platform and Smart Blox includes:
Customer-Centric Field Service to drive customer experience and retention
Complete Mobilization of Service Technicians to improve utilization and productivity
Orchestration of field service performance to grow service sales from loyal customers
Reduce the number of calls to the contact center from customers by providing:
Self-service capabilities to find relevant solutions from the knowledge base,
The ability to capture detailed information about service request
Integration with contact centers for real-time visibility of status of requests and service jobs
Proactive notification and alerts on changes
Improve product uptime by delivering pro-active service and predictive maintenance to connected equipment enabled by IoT. Gather usage and diagnostic information to monitor product conditions and dispatch service technicians to maintain or repair equipment in the field.
Engage customers throughout the service lifecycle by communicating across multiple channels
Maximize customer lifetime value by improving customer retention and increasing sales of Service Plans, Parts & Accessories, Subscriptions, and Services to the loyal customer base.
Integrate customer surveys with different service events to collect customer feedback and improve customer experience.
Register and Manage Products, Search and access Knowledge
Request and Schedule Service, Buy Service Plans
Receive and Approve service quotes
Check status of service jobs, and Provide feedback on the service experience.
Channel Connect mobile application powered by Mize Channel Connect enables Field Service Technicians with easy-to-use and powerful capabilities to streamline end-to-end service tasks:
Improve technician utilization by managing Schedules, Routes, and Time
Increase first-time fix rate with right Knowledge, Parts, and Tech Support
Automate Field Service tasks with digitization of Inspections, Work Orders, and Forms
Increase profitability by mobilizing Service Quotes, Service Plans, and Payments
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
The Channel Connect app helps technicians to manage the schedules, and routes and time to improve utilization and time on the jobs.
Enable Service Technician to plan for the daily schedule with
Channel Connect provides an easy way for Technicians to report and track the time on the work orders, travel, and non-billable tasks. Perform better labor cost analysis by tracking time for each service task or labor line.
Assist the technician with the required Knowledge, Parts, and Technical support to accurately perform the service jobs and increase the first-time fix rate. Help technicians complete the jobs with optimal labor time and the right parts to improve the work orders' profitability.
Improve the first-time fix rate by enabling the technician to access any resources that can guide accurate diagnosis and faster resolution.
Knowledge including operations and service manuals
Enhanced Schematics
Illustrated Parts Catalogs, and
Technical Support
Mize Product 360 allows Technicians to access all information related to the product, including:
Integrated Parts Catalog, Parts Ordering, and Parts Support ensure technicians have the parts available to complete the service job. The technician can request the parts from different inventory locations or order parts to be drop-shipped to the customer location.
The technician can now solve the customer issue by taking the necessary procedures, tools, and parts.
Technicians can use Mize Service Order on any mobile device to record time, parts, expenses, and work descriptions. The technician can capture the information quickly by leveraging the mobile device capabilities such as barcode scanning, voice-to-text, handwriting recognition, and capturing pictures or video.
Channel Connect simplifies the entry of:
Channel Connect allows technicians to fill in any related forms, including:
The information captured on forms is associated with the work orders and instantly available for any required follow-up tasks.
Once the work order is complete, the Technician can present the work order, forms or invoice for customer signature and approval electronically.
The ability to capture approvals and payments provides many benefits including:
The field service workforce plays a vital role in delivering the service, improving customer satisfaction, and generating additional revenues. Channel Connect enables Technicians to captures additional value by:
Knowledge including operations and service manuals
Enhanced Schematics
Illustrated Parts Catalogs
Technical Support
Improve First Time Fix
Reduce Downtime
Increase Resource Utilization
Accelerate Service Resolution
Boost Customer Experience
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
SAMPLE TEXT
Departmental Silos, Disparate service applications, and disconnected processes result in:
Customer frustration and Churn
Poor visibility of service resources and lower productivity
The increased cost of field service staff, operations, and systems
Mize FSM Solution connects Customers, Service Technicians, and Brands to:
Simplify Customer Service by Connecting with Customers and Products
Improve Service Delivery by Mobilizing Service Technicians
Enhance Service Experience by Orchestrating Global Field Service Network
Mize Customer Central enables Brands to orchestrate field service performance that leads to more satisfied customers, a productive field service workforce, and improved profitability.
Mize end-to-end Field Service Management solution enables companies to manage:
Field Service Requests and Orders
Field Service Dispatch and Scheduling
Field Service Automation
Warranty and Service Plan entitlements
Delivery of Knowledge, Parts Catalogs, and Service Content
Contact Centers to assist and guide Technicians.
Parts, Tools, and Material availability
Service Operations including Depot Repairs and Reverse Logistics
Mize Customer Central managers field service demand from all channels in one place. The Service requests from Customer Portal, Contact Centers, Channel Partners, Service Technicians, and IoT-enabled products, as well as auto-generated Service Orders based on entitlements from Warranty, Service Plans, Maintenance Agreements, and Service Campaigns, can be managed centrally.
Field Service demand organizations have visibility into all work requests. They can plan for Service Technicians, Parts, Tools, and other resources for aggregated demand in the short term and over the long term.
Companies deliver field service with their internal field service workforce, partner network that includes independent distributors, dealers or service centers, and subcontractors.
Mize Customer Central manages your global field service network and Service technicians with their skill sets, certifications, and availability.
The service managers from the dealers, service centers or subcontractors can manage the service technicians, parts, and tools at their locations providing visibility to the availability of all field service resources across a multi-tiered organization.
Field Service organizations can gain the visibility and actionable insights into technician schedules, work order status, service delivery, and customer feedback.
Service Orders are auto-scheduled based on various factors and priorities to optimize the utilization and productivity of field service workforce.
The field service dispatch takes into consideration
Field service organizations can
The Dispatch Console enables the dispatchers to assign or schedule work orders and make the adjustments necessary to meet the changing needs of field service fulfillment.
Mize field service management integrates with advanced scheduling and planning services to further automate the schedules, optimize routes, and take advantage of advanced scheduling algorithms.
Mize FSM solution enables you to automate various field service processes and digitize associated Forms.
Increase Technician efficiency, eliminate paperwork and reduce overhead or administration costs by automating various field service tasks. Channel Connect provides the ability for Technicians to capture data needed for completing the work order, associated forms, invoicing, and product updates via online or offline at the work site.
Technicians can work on additional jobs by saving the time involved with inefficient paperwork, duplicate data-entry, and errors in billing.
You can define the templates for Inspection forms, field service reports, safety or regulatory forms.
Mize Warranty Management Solution enables Field Service Management to orchestrate
Mize Warranty enables companies to manage the entire warranty lifecycle and helps field service organizations to view and deliver as per the warranty entitlements.
Mize Service Plans to enable companies to define and manage a full range of Service Contracts, Maintenance Agreements, or Extended Warranty programs to increase service revenue and profits. Manage Service Plan Coverages, Pricing, and Terms to meet the needs of various customer segments.
Manage and Administer Plan sales, registrations, and entitlements. Process claims and pays for services as per the plans. Gain insights into Plan earnings, loss ratio, reserves, and profitability of the service plans.
Mize Service Plans enables you to manage the service programs internally or with the Third-Party Administrators' help (TPAs).
Service Plan entitlements are visible to Contact Center agents, Service Centers, and Service Technicians to help deliver the services as per the service agreements.
Improves the attach rate to generate predictable revenues and increase renewal rates through alters and notifications.
Generate Service Orders as per the maintenance agreements. The automated service scheduling helps manage the field service resources and deliver expected services to the customers.
Mize helps you manage all entitlements for each product from Warranty, Service Plans, Maintenance Agreements, and Service Campaigns. Product information is maintained throughout the service lifecycle to manage as maintained Product BOM, service history, and completed service orders.
Mize Knowledge Center allows the technical service organization to publish all service content including operating manuals, service manuals, service bulletins, and knowledge articles to be easily accessible by field service technicians from any device.
The relevant knowledge and work instructions can be downloaded to access offline at the work site.
Technicians benefit from having easy access to the most current and relevant knowledge.
Contact centers can assist customers and dispatch their service requests to field service.
Technical Assistance Centers also can assist technicians with technical guidance, parts support, and help with service dispatch and scheduling.
Mize Support is an integral part of Mize FSM to help manage the support requests from customers and technicians. Mize FSM can also seamlessly integrate with other CRM systems using CX Connect.
Mize Parts provides Illustrated Parts Catalogs and Enhanced Schematics for identifying the right parts and assisting the technicians in completing the work. Service Orders and Support Requests are integrated with Parts to source and order parts as needed to fulfill field service.
Field Service needs products to returned for Depot Repair, or parts returned for quality analysis. Mize Returns helps manage the returns and reverse logistics.
Mize Service helps manage Depot Repair Orders including product repairs, replacements, and trade-ins.
Integrated Service operations improve efficiency and effectiveness of the field service.
Simplify access to the services on any channel and device of customer preference
Shrink cycle time for claim processing, parts return, supplier recovery, and identification of emerging issues
Deliver Proactive service proactively to keep products working to customer satisfaction
Engage the Customers to maximize the customer lifetime value
Mize FSM solution enables companies to:
Deploy Field Service Software rapidly and cost-effectively in the cloud using a simple subscription model
Integrate Field Service Management with other enterprise systems and processes
Gain Actionable Insights from Field Service data to improve service performance and profitability
Mize offers simple Software as a Service (SaaS) and Subscription model deploying the SM solution rapidly and cost-effectively.
All stakeholders including Customers, Channel Partners, and Company personnel can access the system from a web browser to access specific data and perform authorized functions.
Mize provides native mobile applications optimize user experience and allow service technicians to access information and perform tasks while in the field.
Technicians are required to work without connectivity in remote locations where Wi-Fi or mobile connectivity is not available. Mize enables technicians to perform certain functions offline and sync with the server when connected. Data can be collected and stored offline. Specific forms, knowledge assets can be downloaded for use while on site.
Mize CX Connect seamlessly integrates FSM processes with inventory, accounting, and other back-office or enterprise systems.
Mize FSM integrates with ERP, CRM, PLM, PLM, EAM, Fleet Management, Financial/Accounting, Warehouse Management, Third-Party Logistics, Advanced workforce management and Parts planning systems to improve the velocity of field service fulfillment and reduce duplicate data entry.
Service Technicians can access back-office systems or information from the mobile devices. Technicians with mobile devices can easily view product BOM, service history, and customer information from product 360 consolidating the information from multiple sources.
The FSM analytics powered by CX Insights enables all stakeholders in the field service value chain to access dashboards and metrics.
The data from all sources across all field service processes is consolidated into the central data warehouse to provide a single source of analytics. The KPI for Field Service Management such as Service Order profitability, Technician effectiveness, Mean time to repair, SLA performance, and Plan attach rates are easily accessible.
The reports can be scheduled and delivered via email to key stakeholders to keep everyone informed on field service performance.
Mize CX Insights enable a real-time feedback loop to improve product and service quality.
Mize FSM helps companies realize many benefits:
Shorten Response Time to customer on all channels
Better traceability and visibility into work orders
Assisting the technicians with knowledge, parts, and technical support
Increase service partner efficiency
Reduction in calls to contact centers by customers
A better dispatcher-to-technician ratio
Optimize Parts inventory and planning
Increased attach rate of Service Plans and maintenance agreements
Additional revenues generated by Field Service Technicians
Reduce Time to Invoice and errors pricing and billing
Completion of work orders and payments while at customer site
Availability of the right parts, tools, and knowledge to complete the work
Increase Resource Utilization and Reduce Operational Costs
Get Greater Control of Field Service Business
Streamline and Automate the service process
Gain actionable insights to improve field service metrics and performance
Mize global team of experts have decades of Experience in developing and implementing Service Lifecycle Management solutions.
Request a Demo to learn how you can Optimize your Field Service Management.
Feb 23, 2021 by Mize Inc.
Learn How in Our Warranty Webinar
If you're like many manufacturers, it may be time to close the transformation loop...
Jan 19, 2021 by Mize Inc.
Recent Study Indicates Utilization of Warranty Management Strategy Ensures Recurring Revenue Streams
Strategies For...
Dec 1, 2020 by Tim Nissen
Here are 3 field service trends today, projecting to have legs for tomorrow. To see what field service digital...