Most manufacturers of consumer durables, such as residential major appliances and HVAC systems, may not even know who their end customers are. Simplifying Product Registration will increase registration rates and establish a direct connection to the customers.
Manufacturers can then communicate to their customers and generate additional revenues and extend the customer relationship by offering extended warranties, other services such as preventative maintenance programs and subscription services for consumable parts with automatic replenishment.
Registrations also lead to reductions in customer support costs by reducing average support call handling times as much as 50% because the customer’s product including model number, serial number, and name and address are in the system before the customer makes contact.
Improving the accuracy of product diagnostics with the right Knowledge and ensuring service parts are with the assigned field service technician during a service call, first call completion rates increase by nearly 70%.
Whenever parts need to be researched or ordered PartsConnect provides technicians with fast and easy access to their preferred parts distributors or internal company parts stocking locations right from their mobile device.
The Internet of Things (IoT) has enabled residential smart appliances to self-monitor so that manufacturers can determine if devices are operating within expected performance parameters. Using that information, manufacturers can proactively contact their customers and schedule service calls or order and send consumer replaceable items such as hardware.
When in home repair service becomes necessary, Mize provides a unified Field Service Management software platform to efficiently organize, optimize and manage employed and third-party workforce service delivery. Further, it is customizable, brandable and scalable for any manufacturer of residential consumer products. Service Eco System partners including authorized service providers and factory technicians are connected via the Cloud to accept job work orders and manage all aspects of service events real time using ChannelConnect a unified mobile app.
Mize also offers specialized web portals and mobile apps that increase customer convenience. Service customers can view service provider calendars, see technician availability, and schedule, reschedule, or cancel onsite service visits easier than before. In turn, the portal management software sends customers automatic reminders about appointments and updates about technician status by email, text, or phone.
Using Mize mWarranty software service claims events are automatically adjudicated and validated to eliminate manual processing, reduce fraud and reimburse third party authorized service providers faster.
In summary Mize enables companies to optimize key post-sale customer interaction events including product registration, warranty, service plans, parts, support, service, and maintenance to enhance customer satisfaction, retention and loyalty. The Mize Connected Customer Experience platform and Smart Blox elevates the customer experience, builds more knowledge about the customers and products and increases revenue from the existing customer install base. Mize enables manufacturers to harness web, mobile, cloud, IoT and analytics technologies to Maximize Customer Lifetime Value.