Statutory Support Services (UK), the specialist building services maintenance group, has selected a cloud-based, end-to-end field service management solution from mplsystems to replace an over-complex, previous generation Maximo scheduling system. The new field service management solution from mplsystems will enable both dynamic drag-and-drop and automated scheduling of Statutory Support Services’ field engineers, while a comprehensive service desk portal and integrated mobile apps for field personnel will unlock significant productivity and efficiency savings by providing a true, real-time view of all current maintenance activities across the group.
In the retail sector, Statutory Support Services works with leading organisations including Kurt Geiger, Whistles, Superdrug, Carphone Warehouse and Hobbs.
“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,” commented Adam Clarke, Managing Director at Statutory Support Services UK Limited. “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.
“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,” he added. “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.”
Gaining a single view of all field activities will enable Statutory Support Services to realise significant savings by optimising schedules for both planned preventive maintenance as well as reactive service requests. Thanks to increased SLA adherence, the ability to respond effectively to reactive jobs and dynamic schedule optimisation, Statutory Support Services expects its new mplsystems field service management solution to pay for itself within just six months.
The company’s new end-to-end solution contrasts with traditional service scheduling tools that are typically over-complex with endless menus, options, parameters and screens. Instead the mplsystems solution 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.
“We’re delighted that Statutory Support Services has chosen our cloud-based iMobile solution as a platform for their truly integrated service management solution,” added Paul White, mplsystems’ CEO. “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 offers a powerful suite of cloud-based end-to-end field service management solutions, providing organisations such as Statutory Support Services with all the functionality they 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.
About Statutory Support Services:
The Statutory Support Services Group is a national provider of specialist building services maintenance to retail, commercial, industrial, NHS and local government properties. Statutory Support Services provides quality assured service levels for today’s increasingly complex facilities management world, with a network of multi-disciplined mobile service engineers across the UK & Ireland, and an in-house Facilities Helpdesk that operates 24 hours a day, 365 days per year. For more information, visit: www.sss-uk.com
mplsystems bring together multi-channel contact centre technology with innovative customer service and sales software. Its intelligent desktops offer a single view of customer activities across the business, helping our clients to resolve queries faster whilst benefiting from more integrated processes, faster deployment and dramatically reduced IT costs.For more information please visit www.mplsystems.co.uk