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News Release

App-to-app field service management - from customer self-service through to field workers

- mplsystems delivers true end-to-end, app-to-app field service management
Released: 9th May 2013

mplsystems, the service management cloud-based technology specialists, has extended its field service solution with the addition of powerful integrated mobile apps that support both client self-service and field worker activities. The company’s new iMobile functionality supports all major mobile platforms, and allows field service management staff to minimise response times and reduce their administrative workloads, while easy-to-use client self-service apps help customers to make and amend bookings, and get immediate status updates on their service requests.

iMobile field management solutions take advantage of mplsystems’ powerful cloud IT platform, are available on a pay-per-usage SaaS basis, and prove cost-effective for service management organisations of all sizes – from smaller firms with workforces of 15 or less through to major national and international operations with thousands of field workers.

iMobile is now available on all the leading mobile platforms including iPhones & iPads, Android Phones & Tablets, and Windows 8 Phones & Tablets. In addition to functionality for engineers, field service customers can contact and interact with organisations via the easy-to-use iMobile app. The solution also includes powerful new features including 2- and 3-way chat, enabling real-time messaging between all the parties associated with a service request - the customer, the engineer and the contact centre/service desk; major upgrades to Engineer Rota Management & Scheduling; and enhancements to Parts Management including an engineer’s “Boot” stock.

“Most off-the-shelf service software solutions only focus on a single aspect of field service management, making full integration difficult and therefore efficiency savings hard to achieve,” commented mplsystems’ CEO, Paul White. “With our latest field service management solution we’re providing a true end-to-end solution, from a dedicated app on the customer’s mobile and a web portal for customer or contact centre use, right through to specialist rota, parts & asset management, scheduling and optimisation, CRM and reporting capabilities on the engineer’s smartphone or tablet.

“With iMobile we’re ideally placed to help organisations join the dots across their field service operations. Our approach is entirely modular, and has been designed to help field organisations adopt a phased approach to their technology deployment, with the ability to achieve rapid savings without long implementation cycles.” he added.

The new mplsystems field service management solution provides service management staff, regardless of where they are within the organisation, with a comprehensive view of completed, live and planned field activities, along with the ability to receive, schedule and dispatch requests across a range of channels. Key benefits achievable with an mplsystems-enabled field service management solution include: full visibility of current job and staff locations enabling better customer expectation management; the ability to track key performance issues across the service desk, planning and mobile operations with full reporting and real time service dashboards; and true end-to-end integration between mplsystems’ self-service client portal, the service desk and mobile-equipped field service engineers and other staff.

The company’s proven field service technology solutions are already used by a range of organisations of all shapes and sizes with key business benefits including reduced response times, dramatic falls in administrative overhead, and improvements in field force utilisation and maintenance SLAs. Highlights include:

  • A 28 percent improvement in planned maintenance performance SLA for Balfour Beatty
  • Enabling Metric Group to gain immediate visibility of real time response times and SLA performance levels – and share them with their customers via the mplsystems web portal
  • A 40 percent reduction in administration tasks for Aramark
  • 50 percent faster service request response times for Woodhead One
  • An 88 percent reduction in ongoing IT costs across contact centre, CRM and field service handheld devices for Gamestec

Further information (external website)

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Published by: IT Analysis Communications Ltd.
T: +44 (0)190 888 0760 | F: +44 (0)190 888 0761