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Description

mServiceDesk (mobile Support Desk Solution) pushes service calls out to field engineers as they are logged.   mServiceDesk powered by mAXBridge™ is an intelligent real-time mobile Support Desk application developed specially for BlackBerry^®.

mServiceDesk allows service desk calls to be processed more efficiently and saves field engineers the effort of having to access a PC to close calls making call response times up to 40% faster.

The solution notifies service engineers with incoming call contact details, directions and updated notes about the nature of the call.  It allows them to accept or re-assign the call, annotate or journal it and/or close it using a simple click through process.

mServiceDesk powered by mAXBridge™ is an out-of-the-box solution, reliable and easy to use.  Based around BlackBerry^® mobile phone technology, it avoids costly hardware.  mServiceDesk  is installed over the air from the central server onto the BlackBerry^® devices and runs on a fixed data tariff significantly reducing ongoing costs when compared to similar SMS solutions.

Benefits

• Increases employee productivity - Research suggests that service engineers can improve use of their time by around 40%

• Improves company revenue - Increased staff productivity saves HR costs

• Reduces  call closure time - Calls closed on the device are sent directly to the Help Desk system

• Improves SLA's - Fast call access improves response times

• Increases customer satisfaction - Fast call closure improves customer perception

• Requires no extra IT infrastructure if BlackBerry^® handhelds are already being used in the company

• Low training requirement - Intuitive screens allow employees to begin using the solution with little or no training

• Swift return on investment - Typically investment on mServiceDesk is recouped in under 6 months

Features

• Informs field engineers of new calls

• Supports individual and group notification

• Eliminates the need for calling in to the office to close calls

• Allows fast call closure or call re-assignment to other engineers/groups

• Provides easy journal additions for calls

• Assign specific BlackBerry^® alert tones to incoming calls

• Enterprise version allows call opening from the BlackBerry^®

• Easy to use predictive menus anticipate user navigation

• Utilises BlackBerry^® features like the built-in dictionary speed text

• Integrated with a BlueTooth printer for customer sign off on calls if required

• Operates on all recent BlackBerry^® models

• Works fully off line when necessary

• Does not suffer annoying dropouts if there is poor GPRS coverage

• Can be used with out E-mail services.

Documents (PDF's)

mServiceDesk Overview

Downloads

Request an install link via your BlackBerry E-mail.