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ServiceBench Implements PerformanceCenter for Mitsubishi Digital Electronics America - Enabling Comprehensive Analysis of Service-Related Data FAIRFAX, Va. --(Business Wire)-- April 26, 2004 --Product Enhances Customer Service and Reduces Warranty Costs with More Control Over Information, Better Understanding of Trends ServiceBench, Inc., the leading provider of Web-based service supply chain management applications, today announced that Mitsubishi Digital Electronics America has adopted PerformanceCenter, a complete data analysis and reporting solution for manufacturers and extended warranty providers. With PerformanceCenter, Mitsubishi Digital Electronics America is able to mine data related to the service of its consumer electronics products at the deepest levels. The company can then determine important trends and forecasts, better understand service and product performance, reduce warranty expenses and improve customer responsiveness. PerformanceCenter is the newest addition to the Web-based system from ServiceBench, which also automates warranty claims processes, payments, dispatch and other service supply chain functions for Mitsubishi Digital Electronics America. "PerformanceCenter gives new meaning to the old adage 'knowledge is power', helping companies like Mitsubishi Digital Electronics America not only better understand service history and trends, but act on that information more quickly and efficiently," according to Michael Dering, President and Chief Executive Officer of ServiceBench. "We are very pleased to have the opportunity to give Mitsubishi the power of this added business intelligence." "At Mitsubishi, ServiceBench's PerformanceCenter has become one of our most important customer service agents, helping us better react to key data so that we can be sure customers are getting the highest quality service and products," according to National Warranty Manager David Velasquez, Mitsubishi Digital Electronics America. "In addition, PerformanceCenter gives us the ability to carefully manage what matters most to our customers - delivering the best electronics in the marketplace." PerformanceCenter is a comprehensive data mining solution that enables manufacturers and extended warranty providers to maximize the value of their service supply chains by detecting and acting upon critical patterns, trends and relationships hidden within service data. PerformanceCenter consists of two modules: PerformanceCenter Assessment, which analyzes service provider performance and PerformanceCenter Satisfaction, which provides a suite of tools for conducting and evaluating customer satisfaction surveys. With PerformanceCenter, manufacturers and extended warranty providers can assess service provider performance, identify training needs, reduce fraud, better track product performance, pinpoint failure rates and uncover potential safety issues - ensuring better customer service over the long term. PerformanceCenter is part of Service Supply Chain (SSC)/Central, a suite of Web-based applications that serves as a highly efficient, dedicated, electronic hub for service supply chain transactions between manufacturers, parts distributors, extended warranty providers, retailers, and service providers. SSC/Central helps manufacturers and service-based organizations eliminate inefficient, costly processing systems; ensure compliance with tight business rules; easily record and analyze key data; prevent manual mistakes; and increase brand loyalty. About ServiceBench ServiceBench is the leading provider of Web-based service supply chain management applications. With ServiceBench, manufacturers, distributors, extended warranty providers and service providers streamline processes, save time and money, and increase customer satisfaction. ServiceBench modular products work together to fully automate the complete range of service activities including warranty claims administration, parts ordering, service dispatch, product registration management and service network management. Additional information is available online at www.servicebench.com. About Mitsubishi Digital Electronics America Mitsubishi Digital Electronics America, Inc. manufactures and markets a comprehensive line of premium quality high definition projection televisions, HD LCD televisions, and plasma displays, as well as VCRs, DVD players, an HDTV tuner/controller and related products for complete home theater systems. Recognized as the world leader and innovator of digital big screen television and receiver technology, Mitsubishi Digital Electronics America develops audio and video products that lead the industry in quality, performance and ease-of-use. For additional information about MDEA, visit www.mitsubishi-tv.com. |
