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For any facilities management or engineering maintenance the key objective is to offer clients excellent and responsive service, whilst managing 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. Too often maintenance businesses invest in overly 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 is 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. This infographic explores why field service organisations are failing to deliver service excellence and how an end-to-end field service solution can help improve efficiency by reducing service response times.
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42%ONLY the dispatcher can see where mobile team is
18%Complete
visibility acrossbusiness
29%
2%
How can a customer find outstatus of service request?
How Visibleis the fieldworkforce?
Why are field service organisations failing to deliver service excellence?
The Solution...An End-to-end Field Service Technology Solution
MobileReal-time
communicationwith field workforce
A modular end to end solution, custom to your processes and integrated to existing systems
CustomerManagementSelf-service andcontact portals
SchedulingBlending of plannedand reactive jobswith dynamic drag
& drop
40% Mobile team is not visible at all
Inaccurate communication and lack of integration between the service desk, scheduling andfield service workers meaning they can’t respond to reactive jobs
CustomerManagement
Scheduling Field basedworkers
Live Map Showing Status
20%
Receive automaticnotification
View onlineSelf-Service Portal
76% Call Centre
76%of customers have to contactthe call centre to find out thestatus of their service request
However...In less than
19%of organisations
does the service desk havevisibility of field workers
The Problem
End-to-endField Service Management
Achieved business benefits with anEnd-to-end field service solution
improvement in planned maintenance performance- Balfour Beatty Workplace
reduction in on-going ITcosts- Gamestec
faster service requestresponse times- Robert Woodhead
28%
88%
50%
40%
28% reduction in service response time- Gamestec
reduction in adminoverheads- ARAMARK
www.mplsystems.co.uk | [email protected] | 08000931474
