MANAGING AUTOMATION (Cover Story) - Getting Smart About Service

Following are two ServiceBench customer quotes from this cover story article:

Because the ServiceBench online interface is easy to use and automatically corrects mistakes, fewer valid warranty claims are rejected. Before using ServiceBench, Whirlpool rejected 20% of claims. Today that figure is less than 3%. Whirlpool has cut the average time to pay warranty claims from 45 days to less than a week.

Before deploying the ServiceBench system, surveys showed 60% of Mitsubishi's customers described themselves as satisfied. Today, says National Warranty Manager David Velasquez, the number is up to 92%.

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