Software AG and Tech Mahindra Partner to Deliver Internet of Things (IoT) and analytics innovation for Telco sector accelerating digital transformation and enhance service offerings.

The new partnership will see Software AG’s Cumulocity IoT and webMethods Integration Platforms integrated with Tech Mahindra’s IoT framework to support telecommunications customers.

Accelerating Digital Transformation in Service

Working together, Software AG and Tech Mahindra will provide Internet of Things (IoT), analytics and integration technologies, services and support. This will enable communications service providers (CSPs) and manufacturers to drive digital transformation efficiently, quickly and with maximum impact for their customers, employees and business.

Vikram Nair, President, Europe, Middle East and Africa (EMEA), Tech Mahindra, said: “As part of our TechMNxT charter, we are constantly looking to expand our partner ecosystem by connecting with industry-leading companies. This partnership will strengthen our existing relationship with Software AG, and will enable our CSPs to accelerate the roll-out of digital solutions empowered with advanced IoT solutions.”

As CSPs increasingly move towards more data-driven and value-added services revenues, powered by intelligent networks, they require substantial systems integration and solutions development work that can be best provided by Tech Mahindra and Software AG.

John Schweitzer, Chief Revenue Officer, Software AG, said “Our joint solutions will help CSPs to accelerate the rollout of new advanced IoT offerings. Working with Tech Mahindra, we have made it easier than ever for CSPs to build stronger integration with OSS, BSS and other parts of telecommunications enterprise systems. This will allow CSPs to roll out new advanced offerings and onboard new customers faster than ever before, offering an unparalleled customer experience.”

The connectivity of devices is playing a key role in service development and vendors working together to bring IoT to sectors will only assist service delivery. This new partnership will be key in deciphering the value of data-driven offerings from IoT.

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Further Reading:  

• Read more about IoT in service @ www.fieldservicenews.com/IoT
• Read more about digital transformation in service @ www.fieldservicenews.com/digitaltransformation
• Read more about the telecommunications sector in service @ www.fieldservicenews.com/TELCOS
• Read more about Software AG @ https://www.softwareag.com/
• Read more about Tech Mahindra @ www.techmahindra.com

A specialist recruitment platform initially conceived to help fill the service talent gap took on a new significance as an urgent post calling for medical technicians meant the project was fast-tracked to market. Mark Glover uncovers the story behind ServiceMax's Field Service Finder and its extraordinary five-week turnaround.

 

We are living and working in unprecedented times. All aspects of life are being affected by the pandemic: work, travel, holidays, live sport on TV.

Covid's Impact on the field service workforce

Of course the return of football is rather trivial compared to the health and financial impact this virus is having. As I type, news feeds are reporting Germany’s dip into recession. Indications this normally robust economy is wobbling will send tremors across the rest of Europe and beyond. In the UK, a financial crash is said to be inevitable and in the US the economy is showing significant signs of a downturn, fuelled in part by 26 million Americans losing their jobs as companies take actions to reduce bottom lines.

In service, technicians hardest hit are those in industries locked-down such as hospitality and retail. It means many have been furloughed or made redundant.

It’s another blow to a recruitment pool that has historically always struggled to attract and identify new talent. Field service positions are specialist, they require knowledge across a range of skills and are difficult to fill even without a global pandemic. Service - and I appreciate I’m sweeping broadly here - essentially exists to fix things, but it requires a highly-skilled and technical workforce to do so.

It wasn't always like this however. Post-war optimism and the 'baby-boomers' generation flooded the blue-collar market learning trades that secured a job for life. Now, the US, like the UK, are today seeing a large chunk of their workforce drop off as this generation retire. This decline has left an alarming employment gap that might not be an abyss, but with the advent of Covid-19, it’s looking a lot deeper than before and some sectors are feeling the pinch more than they ever have.

However, for the medical and biotech industries, there are challenges not in reducing staff numbers but significantly increasing them to cope with accelerating service requests.

Medtronic are a medical device manufacturer who have seen a substantial increase in demand for equipment such as ventilators which has in turn increased the need for service technicians to install and fix them. Theirs is a specialist field and even before the pandemic, finding those with appropriate experience and knowledge to service the assets was difficult.

"The site went live on May 4, the result of an extraordinary five weeks of development, testing and refining and more testing..."

As part of a recent recruitment drive the firm reached out on LinkedIn, publishing a post that directed people to their specialist vacancies, hoping it would touch a niche slice of a workforce they desperately needed to engage. The post was noticed by ServiceMax’s Stacey Epstein. “It was something of an urgent plea for volunteers and skilled workers to visit their own internal career page because they were desperately needing help,” she tells me over a Zoom conversation one afternoon, a week after the firm's most recent product launch. 

ServiceMax's Field Service Job Finder is a platform connecting talent with demand across critical industries but even before this pandemic, the project had been in the pipeline for a while, an idea sparked by the aforementioned issues in service recruitment and confirmed following a piece of research from Forrester Consulting, commissioned by ServiceMax looking into the drivers of digital transformation in service.

Consulting 675 decision makers globally the research revealed, rather shockingly, that 97% reported challenges in sourcing talent with 49 % citing challenges identifying candidates who have the required knowledge and expertise. The issue was obvious but how to negate it?

ServiceMax and their customers straddle an array of industry verticals so they already had the audience (or “eyeballs”, Stacey says) for such a platform, however they needed to find the right partner who could provide the infrastructure.

Krios already ran their own recruitment portal. The site is tailored for the gig economy linking freelancers to a range of requests covering graphic design, translation services and web design; a blueprint similar to ServiceMax’s idea but on a different level of vocation. The two firms met, Krios were able to commit and the project quickly spun into action. The site went live on May 4, the result of an extraordinary five weeks of development, testing and refining and more testing. It was much earlier than was planned - but sparked by Medtronic’s post, the relationship the two had anyway (Medtronic are a ServiceMax customer) and the impending pandemic - the site was fast tracked to market. “It was literally seeing that request on LinkedIn,” Stacey explains, “and knowing it was a customer and that we’d already been talking about what we could be doing to help our customers with the skilled worker gap issue, we said, ‘we’ve got to do it now.’”

There are plenty of Medtronics out there, struggling with a challenge the likes of which they have never experienced and conversely, never planned for..."

So they did. To date, traffic has been steady with over 4,000 new users and exceeding 7,000 page impressions and while the majority of users are US-based the site is seeing traction globally being viewed in over 40 countries.

I suggested to Stacey we keep in touch, that I would like to monitor the site’s progress. Beyond the user metrics, I said, it would be interesting to see what comes to the surface after a month or so; to see what service companies are now looking for. It could offer a clear barometer of where service recruitment is, what jobs are available and what skills are being asked for – a glimpse of the new service workplace as the pandemic leaves its legacy.

But for now, this was a project that came from a glance at LinkedIn and a realisation what affect this pandemic was having. Stacey tells me when she saw the post she was pretty sure Medtronic would probably not be the only firm blinking in this new Covid dawn. Sadly, she’s right. There are plenty of Medtronics out there, struggling with a challenge the likes of which they have never experienced and conversely, never planned for.

COVID-19 is unprecedented and changing the very fabric of what we once knew as ‘normal’. For service to survive – and eventually thrive – it needs to pivot and flex; to absorb and react. This starts at the ground - in recruitment and the next generation.

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Further Reading: 

• Read more about recruitment in service @ www.fieldservicenews.com/recruitment
• Read more about Covid-19 in service @ www.fieldservicenews.com/covid
• Read more about more about empowering field workers @ www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
• Read more about ServiceMax's Field Service Finder @ https://www.fieldservicefinder.com/
• Read more about Medtronic @ www.medtronic.com 

Frost & Sullivan’s recent analysis finds the integration of 5G in Industrial Internet of Things (IIoT) systems will accelerate the realisation of Industry 4.0., a key building block of service mobility progression.

Wide-spread 5G adoption can benefit field service mobility

While the application of 5G-enabled IIoT is currently limited to quality inspections, supply chain management, and generic machine control, key system manufacturers are actively exploring other areas in industrial operations where the benefits of 5G connectivity can be leveraged for process optimisation and increased automation.

"Incorporating 5G in IIoT devices will enable low latency, increase data throughput, and reduce operation time, thus leading to improved overall process productivity,” said Mogana Tashiani, Frost & Sullivan Technical Insights Research Analyst. "Apart from enhancing the automation of industrial operations and control, 5G-enabled IIoT devices can also minimise the complexity of supply chain networks and warehouse management, helping businesses to efficiently operate in dynamic business environments."

Service leaders will be keeping a close eye on the the roll-out of 5G as widespread coverage should enhance technicians' mobility and bolster current practices such as remote working in the wake of the Covid-19 pandemic. 

Tashiani added: "5G will play a key role in ensuring the sustainability of businesses in the wake of the COVID-19 pandemic. The low latency will aid in managing the high traffic to e-commerce by improving network accessibility at a faster pace, accelerating online purchases and order placements. Furthermore, 5G-integrated IIoT devices have the potential to disrupt traditional on-site job functions through remote working and virtual meetings. COVID-19 has led to a massive shift to remote working to maintain business operations on par with on-site job operations."

Key sectors that can leverage the growth opportunities from 5G-integrated IIoT include:
Banks, Financial Services, and Insurance: The BFSI sector deals with millions of transactions every day and most of them are mundane and repetitive. 5G-integrated IoT devices and systems allow transactions to be completed and recorded at a faster pace, increasing accuracy by reducing human errors in the process, thus improving the overall productivity of the system.
Retail: Businesses in the retail sector can automate in-store transactions with 5G-ready radio-frequency identification (RFID) tags, which can be attached to items or shopping carts to facilitate autonomous check-out in brick-and-mortar stores, leading to unmanned/cashier-less stores.
Automotive: 5G facilitates data transfer among AI algorithms, sensors, and mechanical parts to navigate self-driving or autonomous vehicles. In addition, 5G-enabled vehicles establish a connected system in which real-time data transferring and receiving can be achieved conveniently and effectively. Apart from vehicle-to-vehicle communication, interaction with traffic system is possible with 5G technology, which enables data transmission beforehand to achieve practical navigation for certain road conditions.

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Further Reading:

• Read more information on Frost & Sullivan's report, Role of 5G Communication Revolutionising Industrial Internet of Things, @ https://go.frost.com
• Read more about 5G usage in service @ www.fieldservicenews.com/5g
• Read more about mobile computing in service @ www.fieldservicenews.com/mobility
• Read more about more about empowering field workers @ www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
• Read more about digital transformation @ www.fieldservicenews.com/blog/tag/digital-transformation

Scandinavian telecoms and networking giant partner with a number of Chinese companies and Swedish telecoms provider Telia to deliver significant 5G roll out in major field service operations across both regions.

 

5G roll-out paves way for enhanced field service mobility

China Telecom and China Unicom have selected Ericsson as a 5G radio access network (RAN) vendor as part of the Communication Service Providers’ (CSP) joint nationwide 5G network. China Telecom has also selected Ericsson as a 5G Core vendor.

Ericsson will provide outdoor and indoor site solutions to build capacity and coverage in the 3.5GHz and 2.1GHz bands. Network services including provisioning, installation and testing will be provided to meet the CSPs’ technical needs and enable them to build and share 5G networks.

China Telecom has also selected Ericsson 5G Core portfolio solutions. These include Cloud Packet Core, Cloud Unified Data Management and Policy products, built on cloud-native technology for operational efficiency and agility to launch new 5G services.

In Europe, Swedish communications service provider Telia Company has launched commercial 5G in Stockholm with Ericsson (RAN) products and. Initial services on the 700Mhz band will cover most of central Stockholm by mid-June.

Telia aims to enhance and supplement its low-band 5G commercial services with additional nationwide 5G coverage, including mid and high-bands, following the auction of the related spectrum by the Swedish government later this year. For this launch Telia is using its existing 700MHz spectrum, boosted by LTE and New Radio (NR) carrier aggregation.

Having already partnered successfully on 5G in Sweden including the country’s first industrial 5G network, Telia selected Ericsson as its partner for the launch network. Earlier this month Telia’s sister company Telia Norway also launched its first commercial 5G services, with Ericsson as its 5G RAN supplier.

The service sector is set to take advantage of global 5G coverage as increased speed of mobile connectivity offers further enhancement to mobile computing in the field.

Commenting Allison Kirkby, CEO, Telia Company, said: “As we roll-out 5G across Sweden, we will open up new user experiences and accelerated innovation in areas such as entertainment, healthcare, manufacturing and transport, that will collectively strengthen and protect everyone living and working in Sweden, and Swedish competitiveness in the world.

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Further Reading:

• Read more about 5G usage in service @ www.fieldservicenews.com/5g
• Read more about mobile computing in service @ www.fieldservicenews.com/mobility
• Read more about more about empowering field workers @ www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
• Read more about digital transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Ericcson from their blog @ https://www.ericsson.com/en/blog/2020/5/the-key-to-mobility-robustness-5g-networks 

It’s well documented that happier and more engaged employees significantly boost customer experience. While plenty of workforce experts are armed with advice on management style, culture, and incentivization as a way to boost engagement, our customers and partners in the service industry also look at another factor — workforce experience. 

In the service industry, much of what drives customer satisfaction is directly related to the experience of the field service engineer on the job.

And right now, the average tenure of the workforce in the service industry is declining due to all the reasons that service leaders lament daily, including retiring Baby Boomers, higher turnover for younger workers, and a changing job market. 

It’s important to improve the collective knowledge of the entire workforce. Once you’ve bridged the knowledge gap, then it’s easier to improve service delivery. Here’s why: 

 

Experience and Training Builds Confident Employees 

If your employee isn’t sure how to make the correct fix or spends the bulk of their time on the job swapping out parts until the issue is resolved, they won’t be able to move forward and develop customer relationships. It’s also been shown that those with lower confidence levels project lower confidence to others around them. 

Ensuring field technicians are trained, mentored, and given tools to help them do their job right the first time, builds a positive reinforcement loop. Providing up-to-date technology also further engages Millennials and Gen Z who are motivated to master technology, seeing it as a career advancement step. And once they’ve mastered it themselves, they’re more likely to share tips and hacks with colleagues, creating an informal learning environment that increases confidence and workforce proficiency.

Studies have also shown that confident employees boost the bottom line. Employees that show greater confidence levels, on average, have 22% higher sales.

At a time when service models are moving away from break/fix work and towards proactive plans that rely on consistent service, and require some upselling on the part of service technicians, confidence and experience is key.

 

The Power of Tribal Knowledge - Equal Access to Knowledge is Key

Your most experienced employees have the most institutional knowledge, but they are also retiring in droves. There are ways to quickly upskill less tenured employees by using the deep expertise that has historically been locked in the minds of your best veterans. This is how to share tribal knowledge.

AI technology captures siloed tribal knowledge, makes that knowledge accessible across your workforce, and empowers junior employees with the wisdom of your experts. It’s also a way to effectively listen to the advice from your most tenured employees and work with them to put their wisdom into practice — showing them how their skills directly result in better customer experience. 

How can you transfer workforce knowledge quickly? AI combined with natural language processing does the work of years of in-the-field training. It takes historical data (including technician notes and other free text) and tribal knowledge, and turns that into prescriptive and actionable insights, accessible to everyone including customer service agents and field technicians on the job.

 

Customer Success: How Becton Dickinson Accelerated Knowledge Transfer - They leveraged AI to boost employee morale and NPS scores.

While service teams across the nation need to consistently hone their technical skills, technicians at BD (Becton Dickinson) need to be even more in step with machinery. The group services two main types of medical instruments: research instruments that are often specially designed for each client, meaning many are unique and clinical instruments that fall under strict FDA regulation.

The problem: 

A few years ago morale was low, employee attrition hovered around 26% and the service teams were consistently failing to meet SLAs. This also caused rising expenses, falling revenues, and record low customer satisfaction, with a net promoter score around 40%

Nearly half of the BD service workforce had less than 3 years of tenure. More experienced service engineers had an overloaded schedule and didn’t have time to train or coach newer employees.

Steve Chamberland, Director, US Service Operations at Becton Dickinson explained in a webinar that the team took drastic measures to improve performance by focusing on employee experience and training. He notes that the company adopted the following outlook to guide a transformation, “Employee experience leads to improved customer experience and that led to improvements in financial performance, which drove profitability.”

The Solution: 

BD invested in a range of technology solutions, including Aquant, and implemented an internal technology panel that consisted of gathering feedback from seasoned field service engineers. The goal was to boost morale while simultaneously enacting a service transformation based on their internal expert advice combined with the aid of tech tools. 

When it came to specifically using Aquant to aid in service, even with specialized machines and terminology, the Aquant NLP engine learned the service language unique to BD. And then turned to the input of experts to help further train the system to ensure the suggested solutions are the most accurate.

The Results:

Employee service and morale improved significantly after they had access to tools that helped them do their job more accurately. They also felt more empowered to make good service decisions. 

• Employee attrition dropped from 26% to 1%
• SLA commitments shot up to 99%
• Net promoter score now averages 80%

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To learn more about how customers are using Aquant to build experience and improve the service experience, listen to the full webinar with Becton Dickinson. 

Join the webinar to hear how a leader in healthcare diagnostics is implementing AI tools.

As the medical device space shifts to more specialized equipment, organizations are increasingly turning to AI-powered tools to ensure maximum uptime for mission-critical equipment. For those who manufacture and service these machines, debate hinges on whether to build or buy AI platforms. Join the webinar Sysmex America, Inc. and Aquant to hear about the journey choosing AI tools.

In the live webinar, learn how Adan Deroche and Peter Tregarthen of Sysmex America, Inc., a leader in healthcare diagnostic solutions, took steps to:

• Assess the benefits and drawbacks of internal development versus using an AI vendor
• Uncover and analyze free text service information to drive meaningful outcomes in service delivery
• Work with Aquant to determine a roadmap for success by combing the knowledge of employee experts with the output of the tool’s AI-powered solutions.

Sign up here for the live webinar. We’ll be walking through Symex’s AI journey and are available to answer your questions.

What: Live Webinar with Sysmex America, Inc. and Aquant

When: June 9, 2020 @ 12 PM EDT

How: Register now

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About Aquant

Aquant’s service intelligence platform transforms how organizations deliver service through artificial intelligence. The platform unlocks prescriptive and actionable insights from scattered data and free text and combines them with the collective experience and tribal knowledge of your most trusted experts. It empowers teams to use that intelligence to predict outcomes, optimize service team performance, and solve problems to deliver exceptional customer experiences. Learn more at Aquant.io.

Workiz’s New Integration with Zoom Allows Service Businesses to Provide Estimates Remotely, Protecting Clients and Technicians during the COVID-19 Pandemic.

Workiz, the leading field service management and communication software, announced today a new integration with Zoom, the video conferencing service. In response to a growing need, Workiz provided this new integration feature to enable service businesses, such as repair services, junk haulers, and carpet cleaners, to give video estimates to their customers.

Service Providers

By reducing  the need for physical interactions between service providers and their customers, this innovative solution helps maintain social distancing guidelines during the pandemic.

Video estimates allow service businesses to:

• Work more efficiently by having service providers give estimates remotely rather than traveling back and forth to customers’ homes.
• Protect the safety of both service providers and customers during the COVID-19 pandemic.
• Save recordings of estimates in Workiz, their scheduling and management software.
• Troubleshoot simple problems over video for a reduced rate

According to Workiz’s data, an average of 70% of service providers’ time is spent preparing and providing estimates, rather than actually performing their services. Only 28% of these estimates ultimately result in paying jobs. This new feature allows service businesses to do online estimates via video which saves them time, thereby improving their efficiency and helping them become more profitable.

“This Zoom integration allows customers ease of mind during this pandemic,” explained Thomas Dawson, Founder and Owner of Dumpster Intervention Patrol, a trash, recycle bin and dumpster sanitizing and cleaning service based in Peoria, Arizona. Furthermore, ”If somebody who lives 50 miles away called me and asked for a free home estimate — as a business it doesn’t make sense to drive 100 miles without knowing the job is guaranteed.” In the junk business sector, 76% of technicians’ time is spent on estimates rather than on actual jobs for which they get paid. An average estimate for the industry is $650, with a win rate of 27%. Therefore, the ability to do online estimates can be a game changer in this industry.

Workiz provides small to medium-sized, on-demand field service businesses with all the tools they need to manage their business, grow their revenues and improve customer experience. Its software as a service (SaaS) solution is being used by tens of thousands of service professionals, such as junk removal companies, carpet cleaners and appliance repair professionals in North America.

“Due to COVID-19, service companies are experiencing a 20-40% decline in new job orders, as clients think twice before calling in service professionals,” said Adi (Didi) Azaria, CEO of Workiz. “Real-time video can provide service companies the ability to answer questions and request information via a live stream with clients. They can guide clients to use their smartphone cameras to show them what needs to be done for better understanding, quick problem-solving and providing estimates.” Furthermore, “For clients who are more concerned with having service professionals enter their house, service businesses might look into offering paid video consulting for different types of projects.”

IPC Systems, Inc. (IPC), the technology and service leader powering financial markets, implements Mize Return Management solution globally to improve the return and service operations for IPC Branches, Distributors, and Partners.

Mize, a leading provider of Connected Customer Experience Platform and Service Lifecycle Management software, announced today that IPC Systems, Inc (IPC) had implemented Mize Returns Management software to simplify, automate, and integrate product and part return processes.

IPC is a technology and service leader powering the global financial markets. The company brings together a financial community of 6600+ that spans most asset classes and types of market participants. IPC collaborates to make them secure, productive, compliant and connected.

The Mize Returns Management software enables IPC to automate and streamline all the steps involved in the returns lifecycle resulting in enhanced Customer Satisfaction from simpler and faster handling of returns. With Mize, IPC and its stakeholders have access to real-time Returns data to ensure that material and related information flow smoothly across the return value chain.

“With Mize, we can track the progress of defective products through the entire return and repair process.  We can easily see what products are at which repair center, when they were received, and how long they take to repair and ship back to customers” said Paul Malone, Senior Quality Repair Manager at IPC. “Having this kind of accurate data and visibility to track products combined with Mize’s integration into FEDEX easily has made it possible for us to work remotely during the COVID-19 quarantine.”

Mize provides IPC with increased visibility and efficiency in processing Return Material Authorizations (RMAs).  Built-in connectors to enterprise systems and freight carriers make it easy for users to create and track shipments.  With Mize, IPC can track defective material and manage the flow of in/out of warranty parts and products to multiple repair facilities.  As a result, IPC can better manage Return operations against key performance indicators, including but not limited to shipping costs, transit time, repair turnaround time, and repeat offender notifications.

“Mize is excited that IPC has implemented our Return Management software to streamline and simplify all steps involved in the returns lifecycle,” said Ashok Kartham, CEO of Mize. “Our solution enables IPC to save costs and improve customer satisfaction by automating and integrating Returns and Repair Management processes. Helping companies to elevate the customer experience and improve operating efficiency is key to our mission of Connected Customer Experience.”

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Further Reading:

• To find out more about Mize click here.
• Read more about IPC click here. 

TESCAN ORSAY HOLDING a leading manufacturer of Scanning Electron Microscopes, Focused Ion Beam and micro-CT technology, strengthens the capabilities of their Global Service Network with Mize Connected Customer Experience platform and Service Management solution.

Mize, a leading provider of Connected Customer Experience Platform and Service Lifecycle Management software, announced that TESCAN ORSAY HOLDING (“TESCAN”), will implement a new Service Management System utilizing the Mize platform Connected Customer Experience Platform and Smart Blox modules.

TESCAN is one of the world’s leading manufacturers of Scanning Electron Microscopes and Focused Ion Beam-Scanning Electron Microscopes and micro-CT technology. Their world-class technology delivers complete solutions for researchers in all branches of scientific research and Industrial Applications such as Semiconductor market. The company has established a worldwide Service network to deliver world class support to their customers.

The Mize software solution will enable TESCAN to manage better many of their service processes, such as call activity, escalations, install base, customer databases, service contracts, and service logistics. The software will enable seamless data sharing between TESCAN divisions such as finance, sales, manufacturing.

“Mize provides us with a configurable solution that will allow us to manage a truly Global Service Network and support future requirements as our service business grows and matures,” said Ronald Daas, Global Customer Support Director at TESCAN. “This solution will give us insights to enhance quality, improve profitability, and further drive Customer Satisfaction. Mize has shown flexibility to work collaboratively and provide us with the comfort and trust that we will obtain a world-class outcome cost-effectively.”

Mize will provide TESCAN with an end-to-end service lifecycle management solution in support of their global service delivery network.  With Mize, TESCAN will be able to offer omnichannel support to customers to improve service network productivity, enhance field service effectiveness, streamline parts returns and parts ordering, and provide flexible service plans.  As a result, TESCAN will be able to meet the service requirements of their growing customer base.

“Product uptime and faster service delivery are critical for TESCAN’s global customer base. We are excited that TESCAN has selected the Mize Service Lifecycle Management solution to optimize service experience globally,” said Ashok Kartham, CEO of Mize. “Mize streamlines all service interactions on a single platform to improve customer satisfaction and generate high margin revenue from a loyal customer base.”

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Further Reading:

• To find out more about Mize click here.
• Read more about TESCAN click here.