Optimize Field Service Management with Mize FSM
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The document outlines the benefits of a field service management solution that integrates with a connected customer experience platform to enhance service for manufacturers and their service partners. It highlights improvements in technician utilization, customer experience, and revenue growth through streamlined access, better scheduling, mobile support, and overall efficiency. Additionally, it emphasizes the importance of managing warranties, service entitlements, and customer engagement to maximize lifetime value and satisfaction.
![CUSTOMER
TECHNICIA
N
COMPANY
Grow Service Sales
Improve Productivity
Improve Visibility Optimize Field Service
ENGAGE CUSTOMERS
• Service Quotes
• Service Plan Sales
• Voice of Customer
ENABLE TECHNICIANS
• Tech Support
• Source Parts
• Knowledge
MOBILIZE TECHS
• Complete Work Order
• Track Time
• Mobile Forms
CONNECT CUSTOMERS
• Customer Portal
• Service Plans
• Mobile & IoT
DISPATCH & SCHEDULE
• Tech Management
• Optimize Schedule
• Service Planning
ORCHESTRATE SERVICE
• Contact Centers
• Warranty & Contracts
• Service Operations
Simplify Experience
Improve Utilization
© 2017 MIZE / OPTIMIZE FIELD SERVICE MANAGEMENT
END-TO-END FIELD SERVICE MANAGEMENT[ ]Mize FSM solution unifies many service functions and connects all stakeholders to
orchestrate more effective customer service while reducing operational costs.
chec
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Customer-Centric Field Service to drive customer experience and retention
Complete Mobilization of Service Technicians to improve utilization and productivity
chec Orchestration of field service performance to grow service sales from loyal customers](https://image.slidesharecdn.com/mize-fsm-datasheet-170423133218/85/Optimize-Field-Service-Management-with-Mize-FSM-3-320.jpg)
Optimize Field Service Management with Mize FSM
- 2. FIELD SERVICE MANAGEMENT SOLUTION Durable goods manufacturers and their service partners rely on skilled field service technicians to provide installation, inspection, repair, and maintenance services at customer locations. Mize Field Service Management (FSM) solution powered by Connected Customer Experience platform and Smart Blox, enables field service organizations and their service network partners to enhance the Customer Experience, improve Technician Utilization, and grow Service Revenues. Simplify Access to Services Improve Visibility Improve Product Uptime ENHANCE Customer Experience IMPROVE Technician Utilization Optimize Schedule & Routing Improve First-time Fix Rates Simplify Mobile Forms © 2017 MIZE / OPTIMIZE FIELD SERVICE MANAGEMENT GROW Predictable Revenue Streams Service & Maintenance Plans Quote Add-on Services & Parts Improve Billing Cycles
- 3. CUSTOMER TECHNICIA N COMPANY Grow Service Sales Improve Productivity Improve Visibility Optimize Field Service ENGAGE CUSTOMERS • Service Quotes • Service Plan Sales • Voice of Customer ENABLE TECHNICIANS • Tech Support • Source Parts • Knowledge MOBILIZE TECHS • Complete Work Order • Track Time • Mobile Forms CONNECT CUSTOMERS • Customer Portal • Service Plans • Mobile & IoT DISPATCH & SCHEDULE • Tech Management • Optimize Schedule • Service Planning ORCHESTRATE SERVICE • Contact Centers • Warranty & Contracts • Service Operations Simplify Experience Improve Utilization © 2017 MIZE / OPTIMIZE FIELD SERVICE MANAGEMENT END-TO-END FIELD SERVICE MANAGEMENT[ ]Mize FSM solution unifies many service functions and connects all stakeholders to orchestrate more effective customer service while reducing operational costs. chec chec Customer-Centric Field Service to drive customer experience and retention Complete Mobilization of Service Technicians to improve utilization and productivity chec Orchestration of field service performance to grow service sales from loyal customers
- 4. SIMPLIFY CUSTOMER EXPERIENCE My Customer Portal provides customers access to all information and services on any device. My Customer Portal keeps track of all products owned by customers, warranty & contract entitlements, and service interactions to improve visibility. CUSTOMER PORTAL Manage Service Lifecycle Across Multiple Channels • Maximize customer lifetime value by improving customer retention and increasing sales of Service Plans, Parts, Subscriptions, and Services to the loyal customer base. • Integrate customer surveys with different service events to collect customer feedback and improve the customer experience Unifiy Access to Products and Services • Register and manage products • Search and access Knowledge • Request and Schedule Service • Buy Service Plans • Receive and Approve quotes • Check status of service jobs • Provide feedback on service Reduce the Number of Calls to the Contact Center • Self-service capabilities to find relevant solutions from the knowledge base • The ability to capture detailed information about service request • Integration with contact centers for real-time visibility of status, requests and service jobs • Proactive notification and alerts CUSTOMER PORTAL MY PRODUCTS sb_subscription sb_plans sb_feedback sb_supportsb_registration sb_locator CONNECTED EXPERIENCECUSTOMER screen4s mobiley4ü땗 thumbs thumbs-d money2ddü땗Ā purch bell2asign2op3 mail3arwifien4sü땗 info2ü땗Ā teleph lan22ans finge SIMPLIFY ACCESS ENGAGE CUSTOMERIMPROVE VISIBILITY
- 5. MOBILIZE SERVICE TECHNICIANS Service Technician productivity and utilization are critical factors to improve service operations and profitability. mTECH mobile application powered by Mize Channel Connect enables Field Service Technicians with easy-to-use and powerful capabilities to streamline service delivery. Improve Technician Utilization The mTECH app helps technicians to manage the schedules, routes and time to improve utilization and time on the job. Automate Field Service Tasks Increase Technician efficiency, eliminate paperwork and reduce overhead or administration costs by automating various field service tasks. Complete Work Order Technicians can use Mize Service Order on any mobile device to record time, parts, expenses, and work notes. Increase First-time Fix Rate Assist the Technician with the required Knowledge, Parts, and Technical support to perform the service jobs accurately and increase the first-time fix rate. sb_loyalty SERVICE PLAN QUOTE sb_plans sb_feedback FOLLOW-UP GROW SALES UPSELL $ board2g2ü땗 CALENDARdate26tsü JOB INFOinfo ROUTINGlocation2 UTILIZATION PLAN branc KNOWELDGEsb_knowledge PARTSsb_parts PRODUCT 360360 FIRST-TIME FIX PREPARE cart6ans INVOICEbox5 SIGNpen2ar PAYsb_commerce TIME-TO-INVOICE PAYMENT gear WORK ORDERSsb_service RECORD TIMEclock FORMS/INSPECTsb_inspection PRODUCTIVITY PERFORM KNOWLEDGE BASE PARTS CATALOGWORK ORDERCALENDAR Increase Profitability and Grow Service Sales The field service workforce plays a vital role in not only delivering the service but helping to improve customer satisfaction and generate additional revenues.
- 6. ORCHESTRATE FIELD SERVICE Mize Customer Central enables Brands to orchestrate field service performance that leads to more satisfied customers, productive field service workforce, and improved profitability. Manage Field Service Requests and Orders Gain visibility into all work requests and plan for Service Technicians, Parts, Tools and other resources. Manage Field Service Network Manage Field Service Network and workforce that includes independent distributors, dealers, and subcontractors. Manage Warranty Service Entitlements Manage the entire Warranty Lifecycle, Service Plans, and Maintenance Agreements. Automate Field Service Automate various field service processes and digitize associated Forms. Define the templates for Inspection forms, field service reports, safety or regulatory forms. Integrate with Contact Centers Mize Support enables contact centers to assist customers and dispatch their service requests to field service. Mize FSM can also be integrated with other CRM systems using CX Connect. DISPATCH SCHEDULE DASHBOARD sb_community sb_feedback stats17@ü땗Ā sb_registration gui sb_parts money2ddü땗Ā sb_plans Optimize Field Service Dispatch and Scheduling Auto-schedule based on various factors and priorities to optimize the utilization and productivity of field service workforce.
- 7. GROW AFTERMARKET REVENUES Mize FSM helps companies monetize customer touchpoints throughout the service lifecycle. INDUSTRY EXPERTISE Mize FSM Solution improves the Field Service Performance for Global Organizations with thousands of Service Technicians, Independent Dealer networks, complex products with multi-level Bill of Material (BOM), and Global Field Service delivery. HEAVY EQUIPMENT CONNECTED HOME PARTS SUPPLIERS TRANSPORTATIONMATERIAL HANDLING MEDICAL EQUIPMENT COMMERCIAL EQUIPMENT HVACAUTOMOTIVE CONSUMER ELECTRONICSAPPLIANCES OUTDOOR POWER INDUSTRIAL EQUIPMENTHIGH-TECH Increase attach rate of service and maintenance plans Increase sales of service parts and accessories Offer subscription plans to generate recurring revenues for services and consumables. Grow revenues from product upgrades and replacements SUBSCRIPTIONS UPGRADES SERVICE PLANS SERVICE PARTS REQUEST A DEMO NOW! https://goo.gl/JhXngc Learn how you can optimize your field service to improve customer experience, technician productivity, and aftermarket revenues. 813-971-2666 • www.m-ize.com • info@m-ize.com
- 8. 813-971-2666 www.m-ize.com info@m-ize.com 8610 Hidden River Parkway, Suite 200 Tampa, FL 33637, USA Assemble and configure Smart Blox by role to deliver a unique customer experience DISCOVERY VOCRATINGS IOT SERVICE WARRANTY COMMUNITY SUPPORT PARTSLOCATOR PLANS REGISTRATION OFFERS SUBSCRIPTION KNOWLEDGE LOYALTY INSPECTION COMMERCE PRODUCTS Mize enables companies to optimize key post-sale customer interaction events such as 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 you to harness the web, mobile, cloud, IoT, and analytics technologies to Maximize Customer Lifetime Value. MAXIMIZE CUSTOMER LIFETIME VALUE REQUEST A DEMO NOW! https://goo.gl/JhXngc Learn how you can optimize your field service to improve customer experience, technician productivity, and aftermarket revenues. 813-971-2666 • www.m-ize.com • info@m-ize.com