Depot Repair: Bringing the Customer Experience Full Circle

Depot Repair: Bringing the Customer Experience Full Circle Return, repair, refurbish, recycle. 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 […]

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5 Things Customer-Centric Field Service Organizations (FSO) Do Differently

5 Things Customer-Centric Field Service Organizations Do Differently Field Service Organizations have a direct impact on customer satisfaction and retention, and can help generate higher margin revenues from the loyal customer base. Our field service experts have identified five things customer-centric field service organizations do differently to be more effective in delivering a differentiated customer […]

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WBR Insights Report: New Field Service Tech Delivers Better Customer Support and Consistent Uptime

WBR Insights Report: New Field Service Tech Delivers Better Customer Support and Consistent Uptime Organizations of all stripes—from consumer-facing companies to B2B enterprises—must navigate an array of ever-changing market conditions and shifting customer expectations to stay ahead of the proverbial curve. Most companies rely on new technologies to help solve these business challenges, and field […]

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Service Lifecycle Management 101

Service Lifecycle Management Aligning People, Processes, and Technology to Improve Post-Sale Durable Goods Customer Experiences and Revenue 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 […]

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Solve Technician Inefficiencies with a Field Service Management Solution

Solve Technician Inefficiencies with a Field Service Management Solution Field service technicians face a near impossible challenge – they need to keep productivity high, costs low, and tackle administrative tasks that eat away at their time. Empowering the workforce now depends on more than just training; a connected field service management solution is the best way […]

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Improve Technician Efficiency and Productivity with Service Parts Management

Improve Technician Efficiency and Productivity with Service 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 […]

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Automated Product Field Inspection Toolbox

Automated Product Field Inspection Toolbox Increasing product field inspection obstacles have made challenging and costly activities even more demanding. What was dealing with dissatisfied customers over unexpected product problems is now a communication crisis: field techs struggle without having the tools for quick fixes. Pile on the pain – inadequate inspections result in increased returns, […]

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OEM Service Lifecycle Management Automation Impacting Net Promoter Score

OEM Service Lifecycle Management Automation Impacting Net Promoter Score Net promoter score (NPS) is one of the most widely used methods to identify customer satisfaction and loyalty. It’s a comprehensive measure – covering both the number of promoters and detractors for the service that companies provide. NPS gauges customer satisfaction through qualitative experiences, often related to service […]

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IoT Product Data, Warranty Management, and Field Service Optimization

For OEMs collecting IoT-connected product information, the benefit is in its actionable utilization. How you manage it becomes crucial – having the ability to build a Connected Customer Experience and incorporate proactive Service team interaction – ultimately maximizing Warranty Management profitability. To the issue of information management, disparate systems can get in the way of […]

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