January 22, 2015

Help Us Help You: Technical Support Best Practices

We know that you would prefer never to need technical support assistance, but if or when you do, we want you to have the best experience possible.  Our skilled support team works on a priority basis with calls, voicemail messages, and emails that are monitored and queued for efficiency.  Here are a few tips that will help you to get the quickest and most complete response.
1. Send details!  The more complete your description of the problem, the better able our technical support representatives are at providing a complete answer on the first call or email back. Items that help to expedite a solution are:
January 14, 2015

Miracle Service Announces Software Integration with Print Tracker

Nexent Innovations Inc., a globally recognized leader for service management software development for the imaging device industry, has announced the automated integration of its Miracle Service’s world-class service management software with Print Tracker’s meter collection solution. Meter information gathered by Print Tracker is seamlessly integrated into the Miracle Service software, where cost-per-click invoices are then automatically calculated and generated based on customer contracts. Integration saves time, increases accuracy, and increases efficiency through fully automatic, hassle-free meter collection and billing.
October 24, 2014

Have You Ever Seen a Government Inspector Sell a Product?

A government inspection at one of your client sites can be a stressful experience. Part of the issue is that most inspectors will try to unearth something during their visit for the customer to improve upon. They typically have a process, and the more they find the company has trouble producing their requested information, the closer they look for other items that may not be up to standard. That’s the nature of their job. Their inspections often begin with paperwork, so a good place for you to start is to make sure all of your clients’ weights, measures, and certifiable products have been inspected and approved on a regular basis.
October 24, 2014

Who Benefits More From Supplies Automation: The Dealer or the Distributor?

One of the latest trends in the office printing industry is automating the process of supplies fulfillment between a dealer and a distributor. The obvious benefit is that once this is set up, a dealer should spend less time “cutting P.O.’s.” While this is definitely a benefit, there is potential for costs to increase over time. Here are some things to consider:
May 14, 2014

What Is a Net Promoter Score? (And Why It’s Critical for Service-based Businesses)

If you could ask your clients just one question, would it be “How likely is it that you would recommend our company to a friend or colleague?” Established by Bain & Company in 2003, the Net Promoter Score was created to help companies measure customer loyalty, using a single question survey conducted by phone, email or web, with a 10-point rating scale and a short answer section. How willing your customers are to recommend your services to others determines which category they fall into: promoters, passives or detractors.
April 4, 2014

3 Key Things to Consider When Developing Your Company’s Mobile Strategy

To ensure a happy, satisfied customer base and an efficient field service team, the option of employing mobile technology is no longer considered “nice-to-have,” it has now become a necessity to stay competitive. Here are 3 key considerations when developing your company’s mobile strategy.
March 4, 2014

Is Your Team Mobile?

Are you constantly chasing down your service technicians for paperwork to close tickets and invoice customers? A common complaint among field service providers is that they are constantly tracking down information from the field service teams in order to complete and invoice service calls. When your process requires service technicians to return to the office and submit paperwork, several problems can occur. The first is that it can often take several days for reps to return with their proper paperwork. This delay will also delay the timing of your receivables. The sooner you can invoice customers, the quicker you can start the cash flow process. Every company can benefit from speeding up their cash flow by a few extra days. In areas where service technicians are responsible for a geographic region, they often stay away from the office for several days. In some cases bringing the tech back in primarily to return paperwork is actually costing you labor hours that are not productive. While most companies pay service technicians an hourly wage, those hours are best spent in front of customers instead of driving paperwork back to head office.
November 14, 2013

Service Metrics – What’s your number?

The idea of field service seems so simple, customers have an issue, you send out a service technician to repair the device and send them a bill. Simple? Maybe, but not easy. There are many things that need to happen in order for your service calls to be successful. Is the technician qualified to diagnose and repair the device? Do they have the right part(s). Have you scheduled enough time for the technician to make the repair? Have you scheduled the right travel route if the technician is tasked with multiple calls per day? If managed properly, service calls can be a tremendous revenue and profit generator. They can however have the opposite effect on your business if the process becomes too manual. There are many performance indicators you can use to measure your business, lets start with one: your First Call Success Rate (FCSR).
October 8, 2012

National Industrial Scale Association Technology Conference

October 8, 2012 – Technology for Service Management: As the opening speaker at the National Industrial Scale Association’s Technical Conference in Savannah, GA on October 8th, Robert Sombach discussed how […]