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.
IFS-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.
Watch this short 2min video to find out how to achieve an end-to-end service management solution with mplsystems
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, IFS-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.
- 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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End-to-end field service management
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