Depot Repair: Bringing the Customer Experience Full Circle

Dec 03, 2021 • Features • Mize • Parts Pricing and Logistics • GLOBAL • customer experience

Durable goods manufacturers have long played a part in the circular business economy, placing particular emphasis on improving productivity and streamlining reverse logistic supply chain processes to achieve time- and cost-saving benefits.

While a laser focus on operational efficiency is important in reverse logistics, it doesn't always optimize the most important component in the equation: the customer experience. The old adage that the customer is always right is especially true when something goes wrong, a critical repair is needed to keep your customer's business moving forward, or a customer needs to know when they can expect to receive what you've promised.

Optimizing reverse logistics for customer experience can make the difference between a customer that experiences momentary frustration and one who seeks out a competitor.

Fortunately, durable goods manufacturers are capturing the opportunity to improve the customer experience at every touchpoint, including key points in the reverse logistics supply chain (RLSC). According to a whitepaper by The Blumberg Advisory Group and Mize, durable goods manufacturers have "moved beyond looking internally within their organizations to find ways to cut costs and streamline operations. They are now looking externally at how customer-facing activities may impact the ability to scale and grow their reverse logistics supply chain operations."

THE COMPLEXITY OF THE RLSC IN DURABLE GOODS MANUFACTURING

There's no shortage of complexity in the reverse logistics supply chain and the challenges can be daunting—and resource intensive. In 2020, Statista reported more than $636 billion in reverse logistics spending. They predict that number will exceed $958 billion before the end of the decade.

That complexity is inherent in durable goods manufacturing and compounded by the legacy ERP and supply chain management (SCM) solutions that lack the capabilities to overcome these challenges. Legacy systems often comprise disparate applications, which lack the business logic and process flow required to provide critical feature-functionality, robust reporting, and analytic capabilities.

For instance, a lack of integration can make it challenging for original equipment manufacturers, channel partners, and service providers to forecast necessary resources, like labor and parts, and scale-up in time when needed. It can also prevent seamless data gathering and transfer, causing channel partners to face inaccurate/delayed reporting and gaps between returns shipment and credit issuance. And for the customer, a disjointed RLSC almost always creates a frustrating return process due to issues like fragmented customer service, lack of repair status updates, and extended wait times.

THE COMPLEXITY OF THE RLSC IN DURABLE GOODS MANUFACTURING

The right depot repair solution will help to reduce operational costs, optimize service experience, and build stronger customer relationships. Depot repair is a critical component of RLSC that focuses on streamlining and automating the end-to-end repair process, from initiating a customer service request to delivering the repaired product back to the customer.

Mize Depot Repair Management is designed to fix inefficient processes at centralized repair depots, shortening product downtime, raising technician productivity, and lowering parts inventory costs on repair orders. In addition, its cloud-based digital platform improves visibility for all stakeholders, making it easy to communicate with customers and build stronger customer relationships.

DEPOT REPAIR IMPROVES VISIBILITY AND TRANSPARENCY FOR A BETTER CX

Customer expectations and supply chain obstacles evolve consistently, which means your approach needs to evolve as well. Mize offers a Service Lifecycle Management solution, including Depot Repair Management, that connects manufacturers to their end customers and everyone in between, reducing operational costs and maximizing the lifetime value of customer relationships.

Download Mize latest whitepaper to learn more about how leading organizations are optimizing the reverse logistics supply chain and better meet customer needs.

Mize and Syncron Join Forces to Deliver the Industry’s First Connected Service Experience

Aug 19, 2021 • News • Digital Transformation • Syncron • Mize • Parts Pricing and Logistics • GLOBAL

Syncron and Mize, Inc. today announced that Mize, Inc., a leader and innovator of Field Service Management (FSM) and Warranty Management (WCM) solutions, has merged with Syncron, a leader in Service Parts and Contracts Management including...

Both Syncron and Mize are well-recognized leaders within their respective cloud solution markets. The combined company will use the Syncron brand and establish a fast-growing innovator with a customer base of more than 200 of the most known and respected brands in the automotive, construction & agriculture equipment, industrial engineering, high-tech, med-tech, and consumer durables industries. With more than 700 employees by the end of 2021, based in 12 office locations in eight countries worldwide, the company will continue to invest significantly in innovation and expansion of its global coverage.

The combined company will be the world's largest privately-owned global leader offering complete Service Lifecycle Management solutions for the manufacturers, distributors, and services ecosystem.

The Syncron Connected Service Experience (CSX) platform and Service Lifecycle Management (SLM) solutions enable the manufacturers to retain more customers, deliver services more cost-effectively, and generate higher-margin revenues from the install base.

"Product-related services have become the lifeline of manufacturers’ EBITDA and net margins. Protecting end customer brand experience is of pivotal relevance for every manufacturer. Together we can help create higher margin businesses, and recurring revenue from subscription and outcome-based business models," said Dr. Friedrich Neumeyer, CEO, Syncron.

As a part of this arrangement, Ashok Kartham, Founder and CEO of Mize, will join the Syncron executive management team as the company’s Chief Product Officer overseeing all product and development for Syncron.

"Manufacturers today use disparate systems to manage their service and parts business leading to silos of data, disconnected processes, and lower profitability. The combination of Syncron and Mize for the first time brings the leading service and parts management platforms together to maximize value to the customers,” said Kartham. “With a unique ability to have one common real-time view on service parts, field service workforce, service histories, parts data, and pricing, we can provide a new level of value creation for our customers unmatched in the industry."

The deal is significant in that Mize and Syncron together can develop and deliver the first comprehensive, single platform portfolio of SaaS solutions to market that specifically addresses the complexities and profound opportunities possible in the aftermarket and services business. Syncron's capabilities in AI and ML will play a pivotal role to connect IoT-based failure prediction even better with planned service events based on optimal part availability. Manufacturers looking to enhance this vital part of their business will be able to address service profitability, optimize working capital, and enable business growth while also best approaching and developing innovative services for the world's new service economy.

"We have recognized Mize* and Syncron** both as a leader in several areas," said Aly Pinder, Lead Analyst of IDC. "We expect both companies to be able to further strengthen a joint position by creating customer innovations around fully integrated service lifecycle management processes proving value beyond individual products which I have been emphasizing for years."

“Manufacturing is going through acceleration of digitization and business model disruption,” said Léo Apotheker, Chairman of the Board, Syncron. “Service experiences as a sustainable differentiator is at the top of every C-level agenda. Coupling the talent, expertise, and products of Syncron and Mize will empower the changes manufacturers need to compete effectively throughout this transition and best position themselves competitively.”

Please visit syncron.com to learn more on how you can transform your service business to enhance service experience and drive higher profitability in a connected world.

What is Service Lifecycle Management?

Jul 28, 2021 • News • Service Management • Mize • Leadership and Strategy • GLOBAL • Gary Napotnik

In this new article, Gary Napotnik, Chief Marketing Officer at Mize, discusses what is service lifecycle management and how it can improve customer experiences and revenues.

Aftermarket has taken a backseat to other company-wide digitization initiatives for durable goods manufacturers for far too long. While we collectively recognize the value of post-sale revenue, it has been difficult—and nearly impossible—to align the people, processes, and technology required to optimize the approach.

Razor-thin margins on the products we sell are driving a sea of change among executives in the industry who now recognize that their ability to deliver post-sale services will make or break their businesses. Fortunately, the emergence of Service Lifecycle Management (SLM) is making it easier for these durable goods manufacturers to provide a seamless experience across every customer touchpoint in the service lifecycle.

WHAT IS SERVICE LIFECYCLE MANAGEMENT?

Service Lifecycle Management is a practice that connects customers, channel partners, OEMs, and suppliers. It supports post-sale service processes, including product registration, warranty, service contracts, parts, support, knowledge, and service. When Service Lifecycle Management is done right, it differentiates your offering and delivers unrivaled value to customers.

"Manufacturers are beginning to look to the service operation to not only cut costs but drive at differentiation," said Aly Pinder, program director, Service Innovation and Connected Products Strategies, IDC Manufacturing Insights. "In a market where margins are tight, the ability to deliver efficient and enhanced service experiences will help differentiate manufacturers and wow customers."

SERVICE LIFECYCLE MANAGEMENT EMPOWERS GROWTH -MINDED EXECUTIVES TO INCREASE POST-SALE REVENUE

Durable goods manufacturers are focused on growth this year as we emerge from the pandemic and refocus on revenue growth instead of business continuity. According to the Service Council's 2021 Service Leader's Agenda report, over 40% of executives and managers focus their efforts this year on CX initiatives and service innovation.

To achieve their aggressive growth goals and maximize customer lifetime value, leaders leverage a Service Lifecycle Management approach to connect and align stakeholders across the value chain. This includes functional areas of post-sale services that can be easily disconnected and mired in complexity, including:

Warranty Management: Reduce warranty expenditures, improve product quality, and enhance the customer experience with a streamlined warranty system (including registration, warranty claims, plans, and returns inspection) that allows all stakeholders to collaborate.
Field Service Management: Increase first-time fix rates, improve technician productivity, and enhance product uptime by delivering the right resources, knowledge, and parts at the point of service.
Service Parts Management: Increase parts sales, reduce parts identification errors, and optimize parts inventory while ensuring the right parts are available to fulfill service jobs.
Knowledge Management: Improve point-of-service knowledge access to empower technicians to diagnose repair problems accurately, increase first-time fix rates, and improve efficiency.
Depot Repair: Fix inefficient processes at centralized repair depots to improve profitability and customer satisfaction through reduced downtime, increased technician productivity, and lower parts inventory costs.
Additional Solutions Supporting SLM include Service Contracts Management, Remote Asset Monitoring, Support Management, Supplier Warranty Management, and Remanufacturing Management.

THE FLEXIBILITY TO CHOOSE A STARTING POINT AND GROW

The traditional challenge of post-sale service has often boiled down to the inability to find a solution that offers the right fit. Custom-built applications are difficult to build and costly to maintain. Using an existing CRM or ERP solution can help bridge the gap but quickly becomes unwieldy since they’re not purpose-built for SLM. Other SLM solutions in the marketplace require leaders to implement an approach that doesn't match the scale of their current needs.

With Mize, durable goods manufacturers have found a solution that grows with them and meets them where they are. You may need Warranty Management immediately or in a year. Another part of your organization may require Knowledge Management for their field service teams to improve first-time fix rates. The Mize platform grows with you through modules called Smart Blox that meet evolving needs.

SERVICE LIFECYCLE MANAGEMENT BY THE NUMBERS

With Mize, durable goods manufacturers have achieved:

A 67% increase in aftermarket lifetime value
30%+ profit margin with revenues from service contracts, service parts, and aftermarket services and products
15% lower costs by optimizing service delivery
5x profit margins by increasing customer retention and repeat sales

Service Lifecycle Management can truly be the differentiator that elevates and expands your revenue stream beyond the sale in a hyper-competitive market.

Mize Presents Service Lifecycle Management at the Field Service Medical Virtual Event

May 04, 2021 • News • Digital Transformation • Mize • GLOBAL

Mize, provider of the Connected Customer Experience Platform and Service Lifecycle Management software, announced that Mize would sponsor and present at the Field Service Medical Virtual Event by WBR, a Conference for Leaders of Customer Success,...

Sponsored by Mize, the Field Service Medical Virtual Event will feature presentations and panel discussions with industry leaders from across the medical device industry. They will share details on their 2021 strategies through conversations designed to provide attendees with best practices and lessons learned.

mize shares insights from a real-world journey to transform and unify access to service information

Michele Merritt, professional services consultant manager at Philips Healthcare, a leading health technology company, and Josh Russell, director of product management at Mize, will co-present a keynote on the journey to transform and unify access to service information globally. The keynote highlights how Philips Healthcare transformed its service documentation process to reduce costs, improve performance, and create a better user experience using the Mize Service Knowledge Management solution. The keynote is May 5 at 3:15 p.m. ET.

"With Mize Service Knowledge Management solution for field service engineers, global medical device manufacturers can simplify the access to all service and parts information," said Russell. "Mize knowledge delivery platform provides secure access to all content types globally to improve technician productivity and reduce costs while improving the product uptime for healthcare organizations."

At the conference, Mize will showcase industry-leading service lifecycle management solutions, including field service management, service parts management, and warranty and contract management. Mize service solutions are used by global manufacturers such as Electrolux, AGCO, and Kohler Power Systems to streamline service interactions with their channel partners, service technicians, and end customers.

"Field service engineers play a vital role in keeping the critical medical devices performing as expected with minimal downtime. Having access to service knowledge and parts information at any time anywhere globally on any device online or offline helps these field service professionals to deliver accurate and timely service," said Ashok Kartham, Founder & CEO of Mize. "Mize scalable CX platform and field service management solution enables global manufacturers and tens of thousands of their service technicians to have global access to optimize the service delivery and maximize product uptime."

Improve Technician Efficiency and Productivity with Service Parts Management

Apr 27, 2021 • Features • Mize • Parts Pricing and Logistics • GLOBAL • Spare Parts Management

When a part breaks or wears down, providing a quick and efficient replacement is crucial for keeping customers’ operations running smoothly.

Offering reliable repairs improves the buying experience, leading to repeat part sales and happy long-term customer relationships. It’s a win-win for everyone—but it’s almost impossible to achieve without an effective service parts management process.

On the surface, service parts management seems like a relatively straightforward process; a part breaks, and a technician is deployed to fix or repair it. But in order for that process to run efficiently, technicians need to be able to solve the problem on their first attempt, meaning technicians need to have access to the appropriate parts, knowledge, and other resources they need to get the job done right.

Manually managing service parts is unrealistic. With so many different part variations, unique repair processes, and inventory to keep an eye on, service parts management cannot be done efficiently without the help of an integrated platform.

HOW TO ENHANCE customer uptime with an integrated service parts management platform

When service parts aren’t managed properly, a frustrating chain of events can start for both the customer and the technician. Parts may not be readily available (and may take weeks to be delivered), the technician may not be experienced in the repair they’re deployed to complete, or the technician may get to the repair site only to realize additional work needs to be done that they don’t have the appropriate tools for—just to name a few.

In any of these situations, the technician must leave the job site without completing the work and come back another day. The customer is frustrated, the technician’s time was wasted, and the lack of productivity ends up impacting the company’s bottom line.

To improve productivity and ensure a positive customer experience, technicians need to be able to gather insights about the repair before they’re sent to the job site. This is where an integrated service parts management platform can make the job exponentially easier.

A platform provides your team and technicians with an opportunity to store and share all parts and product data in one up-to-date location. They can access parts catalogs, videos, descriptions, and even 3D renderings of part repairs on the go; automate the parts ordering process to prevent stock from getting low; and manage intricate bills of materials (BOM) that reflect the growing complexity of parts and products. Technicians can even use analytics to identify patterns in previous fixes that required repairs beyond the initial scope, allowing them to stock their truck with tools and parts they might need before heading to the job site. An integrated service parts management platform prevents technicians from showing up unprepared for the job they’re tasked to do by ensuring they have crucial insights and information they need to be productive. To further ensure technicians are able to increase first-time fix rates and enhance customer uptime, attend the Mize presentation on April 28th during the Field Service Virtual Event by clicking here.

Future Proofing Spare Parts Inventory Management

Aug 11, 2020 • Features • Michael Blumberg • Exel Computer Systems • IFS • Mize • Parts Pricing and Logistics • Carl Cridland

The world of spare parts has been woefully neglected for too long within the field service conversation. Fortunately, that is beginning to change dramatically as companies start to face up to the importance of having excellent visibility into...

The world of field service has always been a complicated industry to optimize. There are so many moving parts, both literally and figuratively. Ours is a sector which sits against a backdrop of constant rapid change and innovation. Often the critical question is how do we ensure that the elements we introduce to improve our service operations today are also solutions that can be future-proofed to ensure that they will continue to allow us to thrive tomorrow?

Yet in 2020 that question is ever more critical than ever.

We are now focused on building a new-normal after months of severe restrictions due to COVID lockdowns. As we do so, a real spotlight has been placed above the inadequacies that many field service organizations have when it comes to their spare parts and inventory management.

While the world is still reeling from the impact of COVID, and while uncertainties of a second wave loom large over our head, we could be forgiven for hunkering down and getting by as best we can. The reality though is that now is the time to take stock. Now is the time to assess the holes in our service operations that lead to inefficiencies. And for many field service organizations that means that now is the time to establish the right processes and implement the tools that allow us to banish the headache of poor-parts management forever.

"The key to planning for a robust future impervious to a future scenario that may supply chains being effected, as we saw earlier this year, is to leverage the tools that are already available that critically can provide visibility into an organization's spare parts inventory..."

One approach that has been at the heart of digital transformation for many organizations in the manufacturing sector is to ensure their field service management solutions are deeply embedded within an Enterprise Resource Planning (ERP) tool. One such solution is Eagle Field Service, which is part of Exel Computing's broader ERP solution.

As Carl Cridland, Senior Marketing Executive, Exel, Computing Systems explains. "Eagle Field Service is unique, in that it is an element of a larger suite of ERP software, the functionality of this larger suite of ERP can be included in your Eagle Field Service installation as a single, comprehensive solution – extending the functionality of your Field Service Management (FSM) solution to meet the wider needs of your business."

The more extensive suite of ERP software that Exel provide, EFACS E/8 – was developed to meet the needs of manufacturers across a wide range of industries, including Aerospace & Automotive. These are industries that require accurate and comprehensive stock management functionality, down to the level of complete traceability. With the Aerospace industry being particularly hard hit, such granular levels of visibility have been crucial as major organizations have had to get a firm grip on what is and what isn't going to be possible in terms of plotting their path to recovery.

In the automotive industry, another that was cruelly impacted by the pandemic, such visibility into spare parts inventory has possibly been even more crucial. For many of the major automotive manufacturers, at the peak of the lockdown, the only aspects of their business that remained fully operational were the lucrative and always in demand spare parts and maintenance operations.

"The final part of the equation is to take visibility from the back office and into the hands of the engineer..."

"These industries also work on 'LEAN' and 'Just in Time' principals," Cridland explains. "They must keep stock levels low in order to maintain cashflow and save cost on storage but must also manage supply chains accurately to ensure customer expectations are met, or even exceeded. It is for these reasons Exel can provide the functionality to easily meet the needs of Field Service providers whether they be in Aerospace, Automotive or any other industry with similar requirements."

The key to planning for a robust future impervious to a future scenario that may supply chains being effected, as we saw earlier this year, is to leverage the tools that are already available that critically can provide visibility into an organization's spare parts inventory.

As Michael Blumberg, Chief Marketing Officer, Mize explains, "Durable Equipment Manufacturers can future proof against poor parts management by ensuring that parts are readily available, easy to find, and easy to order or purchase when they are needed."

"Applications such as inventory tracking, parts locators, customer portals, and electronic parts catalogs facilitate this outcome," Blumberg adds. "By implementing these solutions, manufacturers can minimize equipment downtime, ensure a high first-time fix rate, and increase aftermarket service revenue."

Indeed, once implemented, a vast amount of the pain of inventory management can be removed via automation.

As Cridland explains "Functionality, such as automatic reorder limits – whereby parameters are set that when items reach their minimum threshold an order is placed. That order can be placed without human intervention if necessary, via a workflow which has the potential to weigh the benefits of purchasing from supplier A, B or C dependant on, say - cost, supplier reliability and due date. Should senior management want visibility on orders placed over, say £1000, the workflow would email or text the required staff and await sign-off before purchase."

The final part of the equation is to take visibility from the back office and into the hands of the engineer. Indeed, placing the tools into the hands of the engineer so that they can check availability and even order parts while on-site with the customer is critical.

"Such levels of engineer autonomy were what defined best-in-class service operations throughout the height of the lockdowns, and this is likely to continue as we look forward to the new normal..."

Of course, the primary aim of any field service call is always the first-time-fix. However, when this is not possible, the ability for the engineer to take proactive action that allows the customer to see that everything possible is being done to get them back operational as soon as possible is an essential aspect of ensuring strong on-going customer relationships.

The Eagle Field Service mobile solution, for example, provides engineers with the capability to manage their stock inventories along with placing purchase order requests and the ability to move stock to another engineer. Stock deliveries can be routed to the engineer's address, a dropbox, the customers' site or an ad-hoc address. Engineers can also have the option of purchasing locally.

This flexibility can empower an engineer to make the best decision for the customer while out in the field. It should also be noted that such levels of engineer autonomy were what defined best-in-class service operations throughout the height of the lockdowns, and this is likely to continue as we look forward to the new normal.

"The primary objective of Eagle Field Service is to get the right engineer to the right place, at the right time with the right kit," Cridland adds. "Spare parts management is absolutely integral to the success of any field service operation."

Best Practices for Increasing Service Contract Revenue

Jul 10, 2020 • Features • research • Mize • Service Innovation and Design

Michael Blumberg offers us an exclusive analysis of the research he has recently conducted to identify trends amongst service organisations when it comes to service contract revenue that shows the secret is 'all about the asks'...

Mize recently conducted a study among service executives and warranty professionals who are involved in marketing and selling service contracts and extended warranty (SC/EW) programs. The findings validate which strategies and tactics offer the best results which in turn will help managers and executives become more effective in marketing and selling extended warranty/service programs.

A total of 96 service contract and warranty professionals have participated in our survey. Just over two-thirds (68%) of the survey respondents were representative of the B2B segment. The remaining 32% were from the B2C segment.

Essential Key Performance Indicators Amongst Field Service Organisations

Attach and Renewal rates are the primary Key Performance Indicators that companies rely on to evaluate the success of their Service Contract and Extended Warranty Programs. A small percentage of respondents (15%) reported attach rates in the range of 51% to 70%. Most respondents (45%) reported attached rates of 26% to 70%).

Concerning renewal rates, while a majority (71.5%) of the respondent’s report renewal rates of less than 50%, over one-quarter have renewal rates of 76% or higher. Half of these respondents have renewal rates over 90% demonstrating that this level of performance is possible.

Higher attach and renewal rates were observed among respondents from the B2B segment. This is attributable to the fact that companies in the B2B segment are often more engaged with customers during and post-sale than those in the B2C segment. B2B companies may have multiple interactions with a customer before, during, and after the sale then B2C companies. For example, in the purchase of a refrigerator, the retailer may have only one chance, usually at the point of sale, to sell an extended warranty during the point of sale. In contrast, the seller of Construction Equipment may have multiple interactions with the customer throughout the lifecycle of the equipment. This increases their opportunities the seller must upsell, and cross-sell extended service programs.

Configuration

One of the key drives of successful Extended Warranty programs is Contract Configuration. This term, configuration refers to:

the length of contract coverage,
level of customization,
processes/services engaged
resources deployed in delivering the services
entitlement levels offered.

With respect to length of coverage, most respondents (82%) surveyed to date indicate the typical length of SC/EW programs is equal to or less than three (3) years. Among these respondents, slightly more than half (48.0%) offer programs that range in length between 1-2 years, while 52% have programs of 3-4 years in length. The survey results suggest SC/EW programs have a shorter coverage period within B2B than B2C. Slightly more than half of the B2B respondents offer programs that are 1-2 years compared to only 18% of B2C respondents.

Customization

In terms the level of customization provided, over three quarters of the respondents offer SC/EW with some level of configuration. While approximately one-half (54%) offer mostly Standard Configuration, they also indicate that some of the programs have some level of customization. However, only 18% offer mostly Customized programs or entirely customized programs. The remaining respondents offer only a standard configuration. Customized programs are more prevalent within the B2B sector than B2C. Nearly 82% of B2B respondents offer programs with some level of configuration while only 44% in B2C.

Flexibility of Terms

Slightly less than half (48%) of the respondents surveyed indicate that they provide their customers with the ability to terminate their contracts after they are purchased. Among those who allow early termination, the majority (58%) allow for termination with penalties. Higher attach rates and renewal rates are associated with companies that provide ability to terminate early.

Approximately one-half (52%) of the respondents surveyed provide their customers with the ability to negotiate the price paid for service contracts. Higher attach and renewal rates were observed among companies who provide customers with the ability to negotiate. This practice is more common within the B2B Segment.

Processes

When it comes to processes covered, most (86%) respondents will correct failures that customers experience during the coverage period. Other types of processes engaged as reported by 20% to 30% of respondents include preventive maintenance, calibration, planned inspections, consumable replacement, recalls, and remote product monitoring.

In delivering these services, most respondents provide the following resources as part of the SC/EW program:

Spare Parts (64%)
Advanced exchange/parts swap (54%)
Onsite Field Service (82%)
Depot Repair (50%)
Remote Support (57%)

A smaller percentage of respondents also offer Diagnostic tools (14%) and loaners (7%) as part of the SC/EW configuration.

Entitlements

Entitlements are another aspect of SC/EW configuration that customers will consider in their purchase. Entitlements can be viewed as the level of service they can expect to receive once a problem or claim is reported. Almost one-half of the respondents (43%) provide a field service response time guarantee. Another 39% include guaranteed parts delivery time. Other types of entitlements that maybe found with an SC/EW configuration include resolution time guarantee (21%) and telephone response time (36%) and loaner if problem can’t be resolved within 24 hours (18%).

Frequency of Communications

Survey respondents typically notify customers that their SC/EW programs are up for renewal. One half (50%) of the respondents indicate they provide more than 75-days advanced notification; 16% provide 90 days or more notification. Higher renewal rates observed among companies that provide 90 t0 76 days advanced notification. Two-thirds (68%) of respondents provide only 1-2 advanced notifications. The remaining 32% provide 3 or more notifications. Higher Renewal Rates are observed among respondent who provide 3 or more notifications

Front Line Personnel & Automation

A majority (54.2%) of respondents involve front line service personnel in the sale of SC/EW contracts. Approximately, two-thirds (68%) provide formal sales training while less than half (46.2%) use automation to facilitate the ability front line service personnel to sell SC/EW programs. Higher attach rates and renewals are cited among respondents that use automation to facilitate sale by front line service personnel

Summary & Implications

In summary, the more distinctions a company can make about its SC/EW program, the more likely customers will be to purchase it. In other words, customers consider the value of a service contract before they purchase it. This maybe an “eye-opener” for manufacturers and their channel partners who take the view that a warranty is a warranty. Just because customers purchase their product doesn’t mean that they’ll purchase the SC/EW.

As the survey results indicate, the key drivers of a successful SC/EW program are level of customization, coverage and configuration, flexibility of terms, frequency of communication, use of front-line service personnel in sales process, and use of automation. When it comes to selling service contracts and extended warranty programs, it’s about the asks. These observations underscore the importance of implementing solutions that enable Durable Equipment Manufacturers and their Channel parts to set up, sell, administer, track, and analyze various service programs.

Ensuring Field Service Technician and Customer Health & Safety: A Systems Approach

May 25, 2020 • Features • Mize

Mize announce the availability of a new Health Check designed to monitor the health of technicians and protect the safety of end customers.

Developed in response to COVID-19, this application enables organizations to assign service orders based on the health of their technicians.

At the beginning of each day, organizations can use the Health Check feature to collect vital health signs from each individual technician and automatically determine if the technician’s Health Check status is “Fit” or “Unfit”.

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Health Check utilizes an intuitive user interface to capture information including the technician’s temperature and any COVID-19 symptoms the technician may be experiencing that day:

Dry cough
Lost or diminished smell
Sore throat
Weakness
Change in appetite
Difficulty breathing

Technicians receive a Health Check Status of “Fit” if their temperate is normal (96.0 to 98.6 degrees), and they have no symptoms. Otherwise, their status is “Unfit”.

Business Rules allocate and assign service orders based on the technician’s status.

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Key features of the Health Check application include

Automatically allocate and assign Service Orders to Technicians with a Fit status.
Prevent allocation of Service Orders to Technicians with Unfit status
Real time update and notification to dispatch schedule if a previously assigned technician’s status changes to Unfit
Block Technicians with Unfit Status or who have not completed daily Health Check from starting work on a Service Order
Enable Technicians with Fit Status to accept Service Orders from their mobile device
Ability to access additional COVID-19 knowledge resources (e.g., checklists, videos, pdfs., presentations, etc.)
Advanced Search capabilities enable an organization to search Health Check information by date, technician name, symptoms, and temperature

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Health Check is now available as a free feature within Mize Service Smart Blox and Field Service Management Solution.

Click here to request a Free Demonstration of Mize Service Smart Blox and Health Check feature to learn more.

IPC Systems Optimizes Return and Service Operations with Mize Returns Management Software

May 21, 2020 • News • Mize

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

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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THE COMPLEXITY OF THE RLSC IN DURABLE GOODS MANUFACTURING

THE COMPLEXITY OF THE RLSC IN DURABLE GOODS MANUFACTURING

DEPOT REPAIR IMPROVES VISIBILITY AND TRANSPARENCY FOR A BETTER CX

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The combined company will be the world's largest privately-owned global leader offering complete Service Lifecycle Management solutions for the manufacturers, distributors, and services ecosystem.

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WHAT IS SERVICE LIFECYCLE MANAGEMENT?

SERVICE LIFECYCLE MANAGEMENT EMPOWERS GROWTH -MINDED EXECUTIVES TO INCREASE POST-SALE REVENUE

THE FLEXIBILITY TO CHOOSE A STARTING POINT AND GROW

SERVICE LIFECYCLE MANAGEMENT BY THE NUMBERS

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mize shares insights from a real-world journey to transform and unify access to service information

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HOW TO ENHANCE customer uptime with an integrated service parts management platform

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Essential Key Performance Indicators Amongst Field Service Organisations

Configuration

Customization

Flexibility of Terms

Processes

Entitlements

Frequency of Communications

Front Line Personnel & Automation

Summary & Implications

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