Casino equipment manufacturer deploys solution with mobile apps

TCSJOHNHUXLEY, a manufacturer of casino equipment, has selected mplsystems to implement a field service management solution.

The solution helps optimise the performance of its European customer service and support operations. It integrates customer contact, service management, parts management and engineer scheduling activities, and will support them in improving customer service levels, optimising engineer utilisation and increasing the visibility of key service metrics across the broader business.

The new solution combines:

• Cloud-based iContact multi-channel contact management technology.
• iMobile apps for both customer self-service and field service mobile communications, and integrated workflow, multi-language support and analytics.

This will provide TCSJOHNHUXLEY with an end-to-end platform to manage their entire Europe-wide customer services process – from the initial point of customer interaction through to fault resolution.

“We wanted a field service technology solution that would help us optimise the performance of our service management staff and resources. Working with mplsystems and its iContact and iMobile technology will allow us to bring our contact management, service management, field service and workflow together,” commented Rob Burgess, European Service Manager for TCSJOHNHUXLEY.

They will also benefit from an integral service management administration system to help them manage engineer rotas, skills information and their extensive product catalogue. Once service jobs have been raised they can be automatically allocated to remote engineers via their Windows tablet devices following an initial iContact assessment based on TCSJOHNHUXLEY’s territory, skills and rota criteria.

“We’re delighted that TCSJOHNHUXLEY selected mplsystems and our iContact and iMobile technology to help create an end-to-end service management technology platform,” added Paul White, mplsystems’ CEO.

“Implementing our cloud-based field service management technology will deliver benefits for TCSJOHNHUXLEY at every stage of the service process, with easy-to use self-service apps and faster response times for customers, a simple yet efficient tablet-based interface for engineers, and greater visibility and reporting for customer service management staff.”

Click here for more information: www.mplsystems.co.uk