mplsystems to provide field service apps to TCS John Huxley

The mplsystems solution integrates customer contact, service management, parts management and engineer scheduling activities, and will support TCS John Huxley in improving customer service levels, optimising engineer utilisation and increasing the visibility of key service metrics across the broader business.

The new solution integrates mplsystems’ innovative secure cloud-based multi-channel contact management technology, iContact, along with iMobile apps for both customer self-service and field service mobile communications as well as integrated workflow, multi-language support and analytics. This solution will provide TCS John Huxley 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. 

“Given the company’s continued growth we were finding it increasingly hard to gain visibility over our Europe-wide customer service and support process, and it was proving difficult to gather meaningful information about our overall performance,” commented Rob Burgess, European Service Manager for TCS John Huxley. “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 – unlocking efficiency savings and freeing us to deliver an even higher overall standard of service.”

Key functionality will include: simplified customer fault reporting via the mplsystems web portal or dedicated iPhone-based mobile apps or through a traditional voice channel; field service engineer management; parts management; and service project management. 

TCS John Huxley will also benefit from an integral service management administration system to help them manage engineer rotas, skills information and its 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 TCS John Huxley’s territory, skills and rota criteria.

The company will also take advantage of mplsystems’ iAnalytics solution that allows a wide range of reports to be configured and generated. The overall mplsystems’ field service management solution has also been designed to be compatible with TCS John Huxley’s existing Microsoft Dynamics AX platform.

“We’re delighted that TCS John Huxley selected mplsystems and our iContact and iMobile technology to help create an end-to-end service management technology platform for its Europe-wide business,” added Paul White, mplsystems’ CEO. “Implementing our cloud-based field service management technology will deliver benefits for TCS John Huxley 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.”