Mize on the Prize

What exactly is a connected customer experience platform?

Mize, a leading provider of “Connected Customer Experience platform and service management software,” announced April 12 that Edax Inc., a business unit of Ametek, plans to optimize its field service management with Mize software.

Edax will use the Mize connected customer experience platform and ‘Smart Blox’ for registration, support, service, service plans, inspection, and knowledge to streamline field service management. Edax will deploy the solution globally to the service technicians from the company as well as distributor channel partners. But what exactly is a connected customer experience platform? In short: modern-day, mobilized marketing.

“We wanted to improve the service experience we deliver to the customers,” said Mark Grey, Division Vice President for Edax, which specializes in materials characterization systems. “Our new service management solution will help us to orchestrate better field service and integrate with our ERP and CRM systems. Our goal is to make the field service technicians more productive and enable them to deliver better customer service.”

“Our existing system was developed long time ago and cumbersome to use. We were getting requests from customers via phone or email,” said Joachim Raber, director of global service for Edax, in an April 12 press release. “Customer portal, product registration, warranty, service plans, inspection, service quoting, field service, and offline access are some of the key capabilities we needed in the system. The Mize customer portal will provide a simple and easy-to-use interface for customers to access self-service knowledge, support, service, and all product information.”

“We are excited to be the service management software partner for Edax to optimize the service experience,” said Ashok Kartham, CEO of Mize. “Our connected customer experience and integrated service management solution enables manufacturers such as Edax to optimize service experience and grow service revenues from the existing customer base.”

“Our solution enables Edax with configurable products to improve service efficiencies while delivering a better customer experience,” said Andrew Thomas, Product Manager for Field Service Management with Mize. “Our Cloud solution simple to use, configure, and integrate enabling companies to streamline all their service operations cost-effectively.”

Mize is a sponsor of Field Service USA 2018 conference, and Joachim Raber and Andrew Thomas will be presenting on “Orchestrating Field Service to Optimize Customer Experience” during the technology toolbox talks on April 19th, 2018. The company says it “harnesses the web, mobile, cloud, IoT, and analytics technologies to maximize customer lifetime value.”

Edax, established in 1962, has experience in energy dispersive microanalysis, electron backscatter diffraction and X-ray fluorescence instrumentation. The Ametek unit designs, manufactures, installs and services products and systems for leading companies in the semiconductor, metals, geological, pharmaceutical, biomaterials, and ceramics markets. Over the years, the company has developed ultra-sensitive silicon radiation sensors, digital electronics and specialized application software that facilitate solutions to research, development and industrial requirements. Edax is a business unit of the Materials Analysis Division of Berwyn, Pa.-based Ametek, which is a leading global manufacturer of electronic instruments and electromechanical devices with annual sales of $4.0 billion.

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