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Service Management: Unify and streamline warranty, parts, support & service processes
The document summarizes a webinar on optimizing service management processes. It discusses challenges like low registration rates and excessive warranty costs. It promotes unifying and streamlining warranty, support, and service processes using integrated systems and mobile/IoT technologies. This allows simplifying experiences, removing barriers, and enhancing value across registration, warranty support, service, and parts management on a global scale.
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Service Management: Unify and streamline warranty, parts, support & service processes
- 1. First Annual Conference September16, 2015 to September 18, 2015 Chicago, IL. Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 2. 2 Service Management: Unify andstreamline warranty, parts, support & service processes Eric Marlan Sr. Product Manager, m-ize
- 3. • Key Challenges •Manage Your Services • Integrated Services • Global Services • Optimized Services Workflow • Utilizing Mobile & IoT Technologies 3 Agenda
- 4. • Registration • DecliningRegistration Rates • Lack of Brand Loyalty • Low Post-sale Revenues • Warranty • Excessive Warranty Costs • Poor Customer Experience 4 Key Challenges
- 5. • Support &Service • Brands & Customers Disconnected • Heavy Investments in Contact Centers • Unable to meet Customer Expectations • Parts • Complex, Time-consuming, & Error-prone Processes 5 Key Challenges
- 6. • Registration, Warranty,Support, Service, & Parts • Simplify the Experience • Connectedness • Streamline Processes • Enhance Value • Shared Data • Remove Barriers 6 Manage your Services Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 7. • Simplify • CreateWorkflow diagrams • Bar code/QR scanning to enter data • Streamline • Automated forms completion • Create connectedness by sharing data • Pulling data from shipped records • Pull dealer information from shipped record • Remove barriers • Remove unnecessary data requirements 7 In this example…
- 8. • Simplified toa single scan of a serial number barcode • Information is pre- populated • Dealer Information • Product Information • Eliminating re-entry of information • Increasing registration rates 8 Simplify Registration Process
- 9. • From support& service to extended warranty • Consolidate systems & processes • How are the technologies changing the service management? • Online connectivity and smart devices • Customer expectations • This impacts how the warranty is managed 9 Make It More Integrated Note: To Download the complete recording of the webinar please visit the link in the description bellow
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- 11. • https://www.youtube.com/v/G3qXp8LYclw&featu re=youtu.be 11 Example: ServiceLiveMobile Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 12. • Consolidate systems& processes • Generating a request & calling support • Passed from support to service to RMA to invoicing • Using technology to enhance CX • Online connectivity and smart devices • Status updates 12 In this example…
- 13. • How mobilecan capture the right service request • Ensure accuracy of data • Capture images to provide clarity • Provide self-service solutions • Integrated & connectedness of transactions • Mobile to initiate a request • Online to monitor/edit request • Push notifications & email updates 13 Integrated Technologies
- 14. • How canyou standardize globally? • Support for multiple languages • Support for local policies and business rules • Adaption to privacies and local laws • Meets requirements of different regions for warranties and workflows 14 Global Service
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- 16. 16 Silos of Information Note:To Download the complete recording of the webinar please visit the link in the description bellow
- 17. Seamless integration with3rd party systems DMS ERP CRM Shipping ERP MRP Supplier Systems Web site or Fleet Mgmt. Partner Systems & Services Distribution Systems Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 18. Ubiquitous Reach &Presence – Connect and Engage with Customers wherever they are Location & Context – Use customer location & context to deliver relevant and targeted information Camera – Ability to scan and recognize images, capture & process pictures and videos Voice Recognition, Text to Voice – Better and hands-off interactions, information delivery Connected Products– Internet of things that connect all types of smart products Augmented Reality – Immersed experience combining real world pictures with information overlays Enabling Capabilities of Mobile
- 19. Pre-Delivery Inspection •Inspect before delivery •Customer Walkthrough •Onboarding instructions •Install/setup services Product Registration •Scan to register •Productown list (My Products) •Present accessories & related services Service Plans •Present service plan options •Buy protection plans •Manage service plans (My Plans) Warranty Eligibility •Track & Check Warranty •Check status •Schedule for Repair •Recall notifications Warranty Claim •Capture data into claim •Pre- authorization •Knowledge to complete repair in less time •Check/Order Parts Parts Return •RMA on mobile device •Receive and Capture Parts Inspection Warranty Analysis •Capture better data in the field •Access KPIs from the Phone (Mobile Dashboards) Mobile Use in Warranty Lifecycle Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 20. Mobile Use inService Scan for products, parts •Scan Bar code, QR code, or OCR Knowledge access •Access Manuals, FAQs, Videos, Cases •Product 360 - History Service Scheduling •Optimize Tech Scheduling, routing •Dispatch jobs to mobile •Track Job status Work Orders •Manage work orders •Capture failure details, labor, parts, and pictures •Real time tracking & status Time Reporting •Provide job instructions •Allocate & Capture labor time on Work orders Parts •Parts catalogs •Check parts availability •Parts ordering Service Logistics •Customer feedback •Billing & Payment Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 21. • Mobile devices •Smart Phones • Tablets • Laptops • Media Capture Devices • Built-in Camera • Photos • Video • Device Microphone • Audio 21 Utilize Mobile & IoT Technologies
- 22. • OCR &Character Recognition • Interpret Images as Numbers & Text • Apps • Customer Interface to Brand Portal • Alerts • Push Notifications • Email Notifications 22 Utilize Mobile & IoT Technologies
- 23. Support •Generate support requestbased on fault code •Deliver relevant knowledge resources Service •Create Service Quote based on standard jobs •Feed product readings, diagnostic data to Service Order Parts •Suggest parts needed •Auto order maintenance or replacement parts Warranty •Feed the failure section of the claim •Attach diagnostic data/files to claim Quality •Quality analysis based on IoT/Telematics data •Predictive analytics to suggest campaigns, parts stocking… 23 Connected: IoT enabled Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 24. • Key Challenges •Manage Your Services • Integrated Services • Global Services • Optimized Services Workflow • Utilizing Mobile & IoT Technologies 24 Summary Note: To Download the complete recording of the webinar please visit the link in the description bellow
- 25. Eric Marlan www.m-ize.com Tel: 813-302-7185 Email:ericmarlan@m-ize.com Note: To Download the complete recording of the webinar please visit the link in the description bellow