Specialist building services maintenance group Statutory Support Services (UK) (SSS) has selected mplsystems’ cloud based end-to-end service management solution as part of an overhaul of their current system. Their existing solution, the previous generation of the Maximo system was replaced after the group found it to be overly complex for their needs.
The system that replaces it, mplsystems’ iMobile offers both dynamic drag-and-drop and automated scheduling of SSS’s field engineers, while a comprehensive service desk portal and integrated mobile apps for their field personnel should see significant improvements in both productivity and efficiency. As the system provides a true, real-time view of all current maintenance activities across the group, the results should also be tangible from day one.
Within their sector, SSS work with a number of leading organisations including Hill Woodhouse, Lambert and Smith Hampton.
Adam Clarke, Managing Director at SSS commented
“We previously worked with a legacy Maximo scheduling system that proved both over-complex and inflexible, so we were keen to move towards a more comprehensive, end-to-end service management solution that would allow us to deliver more dynamic and efficient scheduling, especially for reactive job requests”
“We looked at a number of alternatives, but only mplsystems – with its cloud-based iMobile solution – could give us the end-to-end solution and the visibility we needed across our entire maintenance services operation.”
Clarke further expanded on this by adding:
“Now with our new mplsystems solution in place we’re able to manage our entire field service operation using a dedicated service desk portal, giving us real-time visibility of all our activities and providing much greater integration of our employees in the field,”
“We have also been able to incorporate additional functionality that, for example, allows our field engineers to quote immediately for any further work that customers might need – improving our responsiveness and unlocking potential new business opportunities.” He concluded.
A clear advantage of establishing a single view of all field activities is that it will enable SSS to make healthy savings by optimising schedules for both planned preventive maintenance and also reactive service requests. Thanks to increased SLA adherence, the ability to respond effectively to reactive jobs and dynamic schedule optimisation, SSS expects its new mplsystems field service management solution to pay for itself within just six months.
Where mplsystems’ new end-to-end solution contrasts with traditional service scheduling tools is that some solutions are often deemed to be perhaps to complex with multiple menus, options, parameters and screens, for the needs of the dispatchers of field service managers implementing and using them on a daily basis.
The mplsystems solution therefore has a more simplified, and modern look and feel. It features three core drag-and-drop presentation options that enable schedule optimisation: a dynamic map view that streamlines the scheduling and allocation of tasks, a field service engineer’s calendar view showing all jobs and locations, and a complete list of jobs that can be filtered using a range of parameters.
These three views can be toggled separately or displayed concurrently on a single screen. When the service desk receives a call, helpdesk staff simply drag and drop the task onto the appropriate field engineer’s schedule. This action updates diaries and transfers all relevant task information to the engineer’s mobile Android, iOS or Windows Mobile device.
Paul White, Field Service News columnist and CEO of mplsystems’ commented
“We’re delighted that Statutory Support Services has chosen our cloud-based iMobile solution as a platform for their truly integrated service management solution,”
“Combining our portal, cloud IT platform, automated and dynamic drag-and-drop scheduling and comprehensive mobile field service integration, our end-to-end solution is set to unlock the significant efficiency and productivity savings that come from a truly joined-up approach to field service management.”
With iMobile, mplsystems has brought a powerful suite of cloud-based end-to-end field service management solutions to the market with a wide and impressive range of functionality companies like SSS need to support their range of operations. Key functionality includes a unified service desk portal; the automatic and dynamic planning and scheduling of service activities within defined SLA adherence guidelines; supporting mobile personnel through dedicated apps for in-field data collection and route optimisation; as well as comprehensive analytics and SLA reporting.