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Service Desk Software

Create a complete view of service delivery with next gen Service Desk Software

The service desk or customer care team act as the glue between the customers and the field service operatives. Not only do they deal with high volumes of incoming customer enquiries, they have to manage work orders; payments; contracts; warranties and parts to complete the job successfully. However, the reality is that most service desk software wastes the team’s, time searching for the relevant emails, orders or plans.

mplsystems’ service desk software is much more than a customer booking portal, and offers service desk users a complete CRM, multi-channel contact handling and works order system together with warranty, contract payment and project management. All customer data is brought together alongside asset, parts and stock information on a single, simple desktop application. The result is that if a customer calls in regarding a specific job, the agent screen is immediately populated with everything related to that case and customer, including: calls; emails; visit reports; contract and other relevant files. The agent can rapidly respond to the customer without needing to pass the request off to alternative departments improving efficiency and delivering a great experience. Where there are existing ERP, financial and inventory systems, mplsystems can provide integration to ensure rapid deployment and a single view of service delivery. The system integrates with the field workers’ mobile devices to ensure updates and notifications are readily available.

Watch this short 2min video to find out how to achieve an end-to-end service management solution with mplsystems

Key Benefits

  • Guiding staff through key process steps, displaying relevant data  and automating workflow processes
  • Multi-Channel contact handling fully integrated with CRM and case management provides staff with a single view of the customer
  • Reduce on-going IT costs by integrating all systems into one simple user interface
  • Boost service desk efficiency and avoid use of multiple systems – searching for data via manual processes.
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SUCCESS STORIES »

SSS UK Improve service desk efficiency by 14%
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Ecomaster reduce the time spent scheduling jobs on the service desk by over 80%
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WHITE PAPERS »

Transforming service management delivery
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7 Key Steps to Achieving Customer Service Excellence in the Service Industry
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BROCHURES »

End-to-end field service management
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LATEST NEWS »

Grouping Activities in the Contact Centre
21st September, 2017
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Are You Ready for the Connected Customer? Pt3
5th September, 2017
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Are You Ready for the Connected Customer? Pt2
31st August, 2017
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  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back- office operations.

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back- office operations.

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back- office operations.

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »