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      Next-Generation Support Resolves Issues Quicker


      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.

      Mize IDC Leader in Warranty and Service Contract

      Streamline Warranty Processes with Mize

      STREAMLINE WARRANTY PROCESSES

      Improve the effectiveness and efficiency of all warranty processes by simplifying and automating product registrations, service plans, warranty claims, returns, supplier recovery, and service campaigns.

      Reduce Warranty Costs with Mize

      REDUCE WARRANTY COSTS

      Reduce warranty costs by applying warranty policies and terms, increasing supplier recovery, and improving service operations. Increase customer retention and grow service plan sales by delivering a better value and differentiated customer experience.

      Improve Product Quality with Mize

      IMPROVE PRODUCT QUALITY

      Improve product quality through actionable insights with warranty reporting and analysis to reduce detection- to-correction cycle time of any product defects. Enhance collaboration with all stakeholders including Quality, Manufacturing, Engineering, and Suppliers.

       

      Help Resolve Product Issues Faster on Any Channel

      To combat these issues, Mize Support Smart Blox streamlines the support process by providing a single entry point for customers. With the dawn of 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

      SUPPORT-FULFILLMENT

       

      BENEFITS TO CONSUMERS

      Eliminates queues and frustration associated with call centers providing a call-now access feature on mobile apps

      Shrink cycle time for claim processing, parts return, supplier recovery, and identification of emerging issues

      Empowers customers for self-service through the Support SmartBlox web portal

      Ensure faster processing by validating claims data and allowing richer content to be captured

       

      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 a 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 a 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

      BENEFITS TO THE SUPPORT TEAM

      Gains efficiency, speed, and value in customer service operations

      Results in satisfied customers and improved Net Promoter Score

      Lowers cost of support and service per customer

      Smarter Customer Engagement helps grow service revenue and profitability

      Decreases reliance on call center agents by providing 24/7 self-service

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      DOWNLOAD

      Mize Warranty Mangement

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      Mize Support Mangement

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      The Mize team brings decades of experience in Service Lifecycle Management. Let us help you improve your processes.