Sears

Sears, founded more than 100 years ago, stands as one of the most well-known and respected brands in the world. Today, the company earns significant revenue from in-home repairs of major-brand appliances, including electronics, lawn and garden equipment, and heating and cooling systems. In addition to its own Kenmore brand, Sears technicians service all other major brands. No matter where a customer buys appliances, chances are, Sears technicians will repair them.

When you own one of the world's most widely-recognized brands, your customers expect top-notch service, and Sears technicians take pride in delivering it. But thereís always room for improvement. And the companyís home-appliance technicians needed a better way to make diagnoses, search through millions of pages of parts information, and complete repairs in just one service visit. By using Document Express with DjVu to power up its revolutionary Sears Smart Toolbox, the company is well on its way to meet its goals. An added bonus: theyíre keeping technicians happy, too.

Challenge

"Sears wants to make as many First Time Complete Responses as possible," explains Bill Miller, Program Manager for Sears Smart Toolbox. "Getting information to the technicians was obviously a top priority." The challenge was formidable. Working in a customer's home carries a special responsibility to make accurate diagnoses and complete repairs as soon as possible, with minimal displacement to a customer. Unfortunately, the previous infrastructure did not support quick and accurate diagnoses, because manuals and spare parts information were stored in remote data centers, unreachable by service technicians.

Without quick access to critical diagnostic information, technicians had to phone into a support center for answers to questions. But because of the inherent difficulties of knowledge-sharing over the telephone - including miscommunications and time wasted on hold - technicians soon saw the need for a faster digital solution. Sears also needed an easily-deployable solution that required minimal training while earning a fast return on investment.

Results

After extensive reviews, the company chose Document Express with DjVu software to empower its Sears Smart ToolBox. Using this revolutionary digital database, technicians can instantly access the precise repair manual they need, without scrolling through hundreds of different books and millions of pages.

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