Metric Group deploys mobile field service management solution

Metric Group – a leading provider of car park payment terminals and ticketing solutions – has deployed the intelligentMobile (iMobile) field service management solution from mplystems across its nationwide team of 70 engineers.

Using iMobile gives Metric greater control over its field service operations, helping it to unlock process improvements, monitor SLAs and deliver on complex service contracts more effectively.

“Given the complexity of our contracts, and the number of systems that we’re supporting across a wide variety of locations, it’s essential that we optimise the performance of our field service engineers to make the most of their time,” commented Ashley Bailey, Metric Group’s Customer Service Manager.

“Working with iMobile from mplsystems we can unlock further productivity from our existing field service resourcing levels – effectively creating a single view of all our engineering resources. This means we can now see all of our current customer requirements, use geolocation techniques to know exactly where our engineers are at any given time, and gain a clearer understanding of their specific parts requirements. iMobile provides us with all the information we need to optimise service schedules more effectively.”

mplsystems’ iMobile solution for Metric Group combines mobile capabilities with a web portal system to allow the company’s customers to log any faults directly, confirm their job details and book repair visits. The mplsystems portal has been designed to minimise the chance of key-in errors for both customers and field service staff, and also incorporates relevant triggers to make sure that Metric Group’s SLAs are being tracked and that alerts are generated when necessary.

“iMobile directly addresses the lack of real-time communications that most organisations have with their field-based operations,” added Paul White, CEO at mplsystems. “With iMobile, Metric Group can leverage the power of the latest mobile and smartphone technology to ensure accurate and up-to-the-minute information, minimise response times, and always ensure that their field engineers are connected to key back-office systems such as ERP, stock control and parts ordering.”