Too often maintenance businesses invest in complex scheduling and optimisation systems which neither fulfil their requirements or integrate with their existing systems and processes. The outcome is that these businesses resort to manual process and double data entry which results in mistakes and slow response to customer requests.

mplsystems end-to-end field service solution

mplsystems provides a solution, designed to bring together all departments and provide simple intuitive tools which allow organisations to truly optimise the end to end service process. Encompassing: customer management, self-service, automated and dynamic scheduling and mobile field service solutions, the solution is entirely modular so organisations can pick and choose whichever functions they need.

Making end-to-end Field Service a Reality

0800 0931 474 | www.mplsystems.co.uk | info@mplsystems.co.uk

For any facilities management or engineering maintenance business the key objective is to offer clients an excellent and responsive service, whilst managing the cost and efficiency of field workers. Sounds simple but the reality is to achieve these goals entails managing and coordinating diverse departments with competing priorities and disparate systems. In response, mplsystems offers an end-to-end field service management solution encompassing customer management, scheduling and mobile field worker technology.

Key Features

• Automated & Dynamic Drag Drop Scheduling • CRM & Case Management• Multi-Channel Contact Centre• Self Service Web Portals & Mobile Apps• Parts Management• Mobile Field Service Comms• Rota Management• Costing & Invoice• In Field Data Collection• In Field Sales• Smart Agent Desktops• Reporting & Dashboards• Work Force Optimisation

Customer Contact Management Dynamic Drag and Drop Scheduling Mobile Field Communication

“We’ve seen an 18% improvement in response rates. Applying the functionality of the mplsystems desktop to our streamlined processes is making a real difference - more than £1/2 million cost savings in just nine months through greater efficiency.” - Lee Dobbins, General Manager, Balfour Beatty Workplace/Cofely GDF SUEZ

Joining the key components in service management to improve efficiency and excel in customer service

0800 0931 474 | www.mplsystems.co.uk | info@mplsystems.co.uk

Automated and Dynamic Drag Drop Scheduling

mplsystems offer a truly unique solution to the problem of scheduling both planned and reactive jobs and managing changes. The solution encompasses 3 visual representations of jobs and engineers: map view, job list views and diary view. Requests can be automatically scheduled based on location, skills and loading of technicians and additionally jobs can be dynamically assigned or priorities changed by drag and drop and filtering of activities. This flexibility provides a simple way for organisations of all sizes to plan and assign jobs or review and optimise schedules.

Service Desk and Customer Management Solutions

mplsystems offer an extensive multi-channel service desk and customer management solution which brings together voice, email, chat, SMS and social media and providing CRM capa-bility. This complete service desk solution provides a single customer view as well as integration into back office systems. mplsystems also offer self-service web portals and smart phone self-service apps to enable clients to easily request, amend and get updates on service requests.

Self-service Web Portal

mplsystems hosted web portals provide a simple way for clients to update and log new requests for assistance or to just check current issues and job progress. Secured access en-sures only authorised users can generate requests and users benefit from access at a time to suit them without needing to call the contact centre.

Collaboration and Smart Phone Apps for Clients

mplsystems intelligentApps for smartphones provides a simple way for Clients to raise service requests or update details whilst in the field. Apps reduce data entry for the end-user and admin tasks for the service desk. GPS location identification can allow issues to be logged and assets to be identified without data entry. 3 way web chat can also be incorporated in to apps to enable collaboration between the engineer, service desk and client.

Parts, Ordering and Boot Stock Management

Connecting parts systems and the service desk into an end to end solution allows boot stock levels to be factored in when jobs are scheduled. For example, if a common issue with an asset has been identified which requires a certain part, an engineer who doesn’t have this part on his van will not be allocated. mplsystems’ solution automatically prompts a parts order to replenish boot stock ensuring that it never runs out or, conversely, is over-stocked.

Mobile field working communications

Mobile apps are available for all the leading smartphone and tablet platforms, including iOS, Android and Windows and provide two-way communications between the service desk and field worker. Real time information on the location and status of mobile field workers enables job allocation to be optimised. Connectivity of the technician directly to the service desk ensures that job updates are instantly received and technicians do not waste time going to a cancelled or postponed job or arrive with the incorrect parts.

Sales Opportunities, Feedback and In Field Data Collec-tion

90% of the time your organisation spends with clients is via your field service representative. Give them the tools to not only offer a great service but also expand your business by identifying upsell opportunities. An engineer fixing a lighting system may notice a heating system hanging off the wall in need of service, give him the tools to request a quote. Audit and customer satisfaction surveys can also be incorporated helping to engender loyalty in clients.

Reporting & Analytics

mplsystems solutions incorporate powerful reporting tools to enable organisations to capture quantitative and qualitative information from across their end to end service management process. Issues can be easily identified and scaled, and performance can be analysed in real time via simple dash-boards.

Integration of Existing Systems and Databases

Because mplsystems modules are built to enable rapid integration to legacy systems, existing ERP/ CRM, or field service systems can be easily integrated into the end to end process without embarking on a complex system integration project. Organisations can add new functionality and simplify the end to end process whilst leveraging their investment in existing systems and databases.

Simple Intuitive Tools

Views for service desk, managers, planning and field service are all designed to be simple, presenting only the information and data each organisation requires, in a simple and intuitive way to guide the employee.

“Since implementing the new solution with mplsystems, we have experienced increased operational efficiency by reducing our response times by 28% and inbound calls by 25% as well as major cost savings including 88% on-go-ing IT costs and 60% operational costs.” - Gamestec

An end-to-end Field Service Management solution based on mplsystems technology incorporates the following: