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Complete end-to-end field service management optimisation for SSS UK

The Statutory Support Services Group is a national provider of specialist building maintenance services with technical capabilities encompassing mechanical & electrical systems, building fabric and landscape services, lighting and hi-tech electronic security installation. SSS UK have built an impressive customer portfolio which includes a range of vertical sectors including retail, commercial, industrial, NHS and local government properties. To support these customers, SSS UK rely on a 24 hour 365 day manned helpdesk to manage and efficiently balance the provision of pre-planned maintenance and reactive job workload for the 50 multi-disciplined mobile service engineers.

After experiencing steady growth over the last couple of years, the business was now dealing with an increased amount of job requests of around 400 calls per day. As a result they were finding their current scheduling system was both over-complex and didn’t have the degree of flexibility needed to manage the 300 planned preventative jobs and the 800 reactive job requests a month. Alongside this they had limited visibility of their field based workers and spent hours duplicating workload due to a number of disparate systems.

When looking for alternative technology solutions Adam Clarke, Managing Director of SSS UK, found that other, off-the-shelf solutions were limited in flexibility and could not deliver every part of the end to end solution he required to achieve the project objectives.

“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,” comments Adam Clarke, Managing Director at Statutory Support Services UK. “We looked at a number of alternatives, but only mplsystems – with its cloud-based solution – could give us the end-to-end solution and the visibility we needed across our entire maintenance services operation.”

Instead of the standard approach of specifying automated scheduling and separate mobile field worker and service desk tools, mplsystems worked closely with the team at SSS UK to understand their current processes and requirements to design a complete end to end field service management solution.

Business Benefits

  • Technology Costs: 76% reduction
  • Software license costs: 66% reduction
  • Maintenance time: Over 2000 hours saved
  •  First time fix rate: 10% improvement
  • Service Desk efficiency: 14% increase

This new technology enables both dynamic drag-and-drop and automated scheduling of Statutory Support Services’ field engineers, while a comprehensive service desk portal and an integrated mobile app 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.

mplsystems’ 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 enables 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.

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