Using Experience to Reduce Warranty Costs
And Improve Customer Support
A SpotLight® knowledgebase used in conjunction with Fault Isolation Manuals and historical maintenance data offers a comprehensive customer support environment that can improve response time and ehance the overall effectiveness of customer support. In addtion, SpotLight's transparency and built-in reporting allows you, the product manufacturer, to gather detailed field service data for
- confirmed failure modes,
- frequency of fault occurence, and
- average number of attempts required to fix.
This information can be used to guide product improvement, enhance training activities, and target customer support efforts more effectively - with a net result of reduced warranty costs and improved customer support. SpotLight provides a window into real-time maintenance and repair activity that allows you to analyze failures and root causes early in your product life cycle so your design engineers can implement modifications sooner and you can communicate "fixes" and service information updates before parts fail.
A Better Customer Experience
As well as using SpotLight to enhance customer support, you can provide your customers with secure access to the application directly. As they use SpotLight to assist them in diagnosing problems and faults more regularly, they achieve better first-time-fix rates, reducing the load on customer support staff and decreasing warranty claims. This provides a better customer experience for them and frees up your valuable experts to work on more complex equipment issues as they arise.
To discuss how CaseBank and SpotLight can help you use experience to reduce warranty costs and enhance customer support, contact us today.
Here's an example of how the CaseBank solutions can save time and money. An airliner was ready to take off when a problem was discovered: there was no airflow in the cabin. Although it was obvious that something was wrong, the aircraft's built-in test systems showed everything to be working correctly. The flight had to be canceled while repair technicians investigated the problem. Three hours later, a technician found the source of the fault - a loose pipe fitting in the tail of the aircraft. Once the fault was located, it was repaired in a matter of minutes and the aircraft was released for service.
In the next few months, at that same airline, the same problem occurred three more times on different aircraft at different locations. In each case it was necessary to cancel the flight. None of the technicians assigned to find the problem knew that it had occurred before. If CaseBank solutions had been available, the guided diagnostic troubleshooting would have alerted them to the findings of the technician who solved the original problem, and the last three cancellations could have been avoided, with a significant saving in cost and customer satisfaction for the airline.
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