mServiceDesk Mobile Call Centre Solution
Improve service desk SLAs and make Field Engineers more efficient
Benefits - Features - Documents - Downloads
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 SLAs - 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 without E-mail service
Documents
mServiceDesk Solution Overview