The whitepapers section features a list of Mize whitepapers, covering topics such as smarter customer engagement, customer loyalty and customer experience. This page will be regularly updated with new and updated whitepapers and reports.
Reduce the High Cost of Warranty Claims Processing with Customer Self-Service
Manufacturers often face excessively high labor costs associated with processing warranty claims. At issue, there are often numerous touch points involved in the supporting warranty claims. The burden on manufacturers starts from the moment the customer purchases a product. Resources are required to register the product warranty, respond to service request, and inquires, open a claim, issue an RMA, etc.
Service Parts Management Optimization: The Foundation for Improving Financial and Operational Performance
Spare parts management is a complex task. Having too many spare parts on hand can have a negative impact on the balance sheet and income statement; too few parts can result in degradation of service quality and customer satisfaction. Fortunately, there are several best practices that OEMs can implement to avoid these challenges.
Service Knowledge Management: The Key To Improving First Time Fix
While Field Service Organizations (FSO) may make knowledge resources available to technicians, these assets may be difficult for technicians to find or access it in a timely manner. As a result, the customer may experience longer downtime while the FSO experiences higher operating costs associated with lost productivity, longer time spent on site, and increased calls to the Technical Support by the Field Service team.
This whitepaper examines the best practices, tools, and technologies that FSOs can implement to overcome these challenges, transform service, and improve Customer Experience.
Benchmark Assessment of Supplier Warranty Management Best Practices
Mize in conjunction with MR Insights conducted a study among warranty professionals within the Automotive Industry who are involved in managing warranty transactions between Suppliers and OEMs.The intent of this whitepaper to provide a summary of key survey findings with respect to how Suppliers, OEMs, and their dealer networks process claims and conduct warranty analysis
This whitepaper also identifies opportunities for improving the ways in which industry participants capture warranty data to perform quality analysis and recommend corrective actions.
Support SmartBlox: Connect, Engage and Help Customers
In today’s competitive market, customers expect and demand 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 customer to effectively contact and obtain support for their products and services.
Mize Support SmartBlox consolidates the processes and systems in order to streamline the support process and provide a single point of support entry for your internal and external customers.
Customer Experience Management: Strategies To Succeed
The Service Council (TSC) recently undertook a comprehensive research campaign to study CEM initiatives across 180 total organizations.
This paper will features best practices shared by organizations that have been able to drive the most out of their Customer Experience Management initiatives.
Drive Revenue and Loyalty by Engaging Mobile and Social Consumers
Marketers have viewed consumers in a narrow, almost one-dimensional sense – especially in advertising, engaging the consumer often refers to attracting attention and getting the advertiser’s message across.
Starbucks Founder Howard Schultz observed. … “To be successful in an enduring way… we have to be relevant to customers when they are outside our four walls …
Engaging Connected Consumers – Mobile Strategies for Local Businesses, Brands & Retailers
The mobile, social and digital revolutions are reshaping nearly every aspect of individuals’ lives and, in the process, creating new opportunities and challenges for companies and businesses seeking to engage consumers
Tablet and smartphone owners now spend more time with mobile apps than they do on the Internet, the use of mobile apps is approaching the time spent watching TV.
How Leading Companies are Using Mobile and PEER Strategies to Boost Customer Loyalty
Not surprisingly, customer loyalty has long been the Holy Grail for businesses. Loyalty provides (some) insulation from price competition and can even produce fans who advocate on behalf of the company and its products.
Despite the importance, most businesses devote far more attention to attracting customers and too little attention to customer loyalty and retention.
Tuning into Consumers Digital Signals
Consumers are using a wide range of digital channels to connect with one another and with businesses. As consumers check-in, Tweet, post, comment, follow, like, and tap (NFC), their interactions generate digital traces that, together with location and other metadata, can be processed and mined to improve customer experiences.
Brands are tuning into social and digital channels to reach, enable and engage consumers.
For more information on Smarter Customer Engagement contact us today.
We’ll be happy to schedule a meeting for a complimentary assessment and personalized demonstration of Mize services and capabilities.