Complete contact centre,
CRM and end-to-end field
service management solution
The focus of the project was twofold; firstly to give our customers better visibility of their service
requests by getting live updates of requests and changes to engineers out in the field and secondly,
to bring together our processes and systems into a single desktop to ensure we were getting the
most from our field engineers, mplsystems has allowed us to achieve these goals.
Gamestec, the largest gaming and amusement machine
to introduce a pioneering solution, utilising mplsystems’
operator in the UK, provides services for over 35,000
end-to-end field service management software that would
machines in 10,500 locations. With many decades’ of
not only provide a CRM solution but would also offer call and
experience, the company prides itself on the level of
email handling, manage bookings and engineering visits and
service it offers its customers which include pubs, leisure
provide visibility of, and communications with, field workers.
venues, clubs, bars and service stations. They provide
an end to end solution for the operation of the gaming
Working with mplsystems, Gamestec devised a solution
system with 364 days per year customer care facility and
that was unique in that it collapses the service desk,
over 1000 field based teams to ensure local experts are
planning and dispatch functions into a single ‘intelligent’
on hand.
agent desktop, thereby enabling the contact centre to
communicate directly with engineers’ smart phones.
As part of their commitment to customer care, Gamestec
The desktop integrates Gamestec’s asset management;
embarked on a project to replace their legacy CRM system
ordering and stock control systems and provides a
and improve customer service levels. Having evaluated
mobile workforce management tool. iMobile smart phone
many CRM options they chose to work with mplsystems
app allows the company’s in-house contact centre to
Business
Benefits
+ Service response time: 28% improvement
+ IT Costs: 88% reduction in ongoing IT costs
communicate directly with engineers’ PDAs, automatically
delays. The new desktop solution brings these teams into a
allocating jobs according to the engineers’ skill, location
cross-functional role covering help desk, customer service
and current workload. Should emergency appointments
and planning. Now, requests are dealt with by one person
come up or clients change their bookings, schedules are
who dispatches the request immediately out to the field.
dynamically optimised based on field engineers’ current
This real time view, along with other process improvements,
locations and loading and real time updates sent to the
has enabled service response times to decrease by 28%.
appropriate engineer.
When a customer calls to check the progress of, or change
The custom agent desktop is designed to provide a
to, a service request, the agent can provide an immediate
single view of everything that the agent needs to resolve
real-time update from a live map on their desktop showing
Gamestec client requests. It provides the agent with
all engineers’ locations (via GPS), their skill sets and current
a complete view of the client’s service history, specific
loading.
assets, locations as well as managing service bookings and
As part of this solution the management team are provided
schedules.
with real time monitoring of service requests, escalations
This integrated approach has allowed Gamestec to change
and SLA adherence. Using hour by hour and day by
the way customer service is managed; previously all service
day reports, issues can be captured quickly, escalation
requests were passed through a number of separate
effectively managed and communicated to both field staff
departments, opening up the opportunity for errors and
and customers advising them of completion timescales.
For more information, or to book a demo please visit:
www.mplsystems.co.uk