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There has been a marked difference in the way manufacturers have designed their products over the past few years. Engineers are now focused on reducing manufacturing costs and are building for “planned obsolescence,“ whereby equipment functions for perhaps only a few years - and when that equipment does fail, the cost of service is not much less than buying a new model. This will cause problems for a service company that is built on the concept of “repair” instead of “repair or replace.”

How often do you get a call from a client looking for some information, or backup related to their scale certificates? Chances are if they are calling you, it means they are being inspected, audited or are in the midst of compiling some regulatory paperwork. Like most scale dealers, you have probably developed a system to retrieve and send certificates to customers. Does your system include giving customers access to their certificates online 24/7? In the age of information, more and more customers are beginning to expect this service. What would this approach tell your customers about your business?

Mobile technology adoption and strategy remains an important trend for field service companies in 2015. If this is a key initiative for your company in the upcoming year, Miracle Service has some excellent resources to help you launch this transition as smoothly as possible.

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.

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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:

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.

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.

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:

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.

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.