MCC :: Industry Expertise

Retail Repair Service: The Backbone of Customer Satisfaction

In the retail environment, customer service is paramount. The success of a retailer is directly correlated with the perceptions of their customer service. Response time is critical when dealing with break-fix repair, warranty services, and service level agreements. Setting realistic expectations and meeting service commitments means the difference between happy and disgruntled customers. Leading competitors are seeking ways to reduce costs while maintaining a superior quality of customer service. Parts and inventory management are frequent roadblocks to achieving the desired level of service and meeting obligations.

Forward looking retailers are discovering that mobile workforce automation provides them with a strategic advantage. It offers the tools and streamlined processes they need to stay competitive and dramatically improve customer experiences. With the right solution, they can:

Drive customer service excellence
Rapidly realize more service revenue through workforce efficiencies
Increase cash flow through proof of service
Manage parts and inventory more effectively on a daily basis
Gain critical visibility into field operations

Why Choose MCC?

With over 20 years experience in mobile workforce automation, MCC has helped some of North America’s leading retailers develop and maintain a competitive edge.

MCC has a proven solution for repair service, broadly applicable from field service of retail products, including home appliance repair and retailer-owned equipment within their locations.

Our field service solution brings together real time communications and dispatching, scheduling, worker/vehicle performance and location tracking, repair service work order process flows, validation and proof of service through electronic signature capture, on-the-spot invoicing, parts inventory management, and more.

You’ll benefit from:

Improved productivity, increased calls per day, process compliance, and effective work order completion through industry standard electronic repair service work order business flows
Ability to set realistic customer expectations and meet service levels resulting from real time communications, dispatching and worker location and work progress tracking
Accurate customer information available at point of service including pricing, warranties, service history, product information
Dramatically improved mobile inventory transaction management through electronic daily parts information
Unprecedented level of control and visibility into field operations through real time information and communications
Superior customer service, resulting from centralized information sharing, tracking and monitoring of field resources

A rapid and measurable ROI is a reality for Retailers with MCC’s Field Repair Service Solution.

Contact us for more information.