Our in-house bespoke management information systems IMBS has been developed to provide clients with full transparency of order progress in real-time, total flexibility with call input and detailed contract performance reporting.
Call Logging and work order logging – Our IMBS system is operated by our CSC help desk team in Wilmslow, from taking our clients call all job details are recorded in to the system via our help desk call input screens. From the point of data entry all details relating to the call is fully visible from the scheduling screens, portal and the customisable reports.
Monitoring Services – Our vehicle tracking software enables us to exceed industry standard levels of reactive service performance for specialist emergency support and out-of-hours calls. It can rapidly identify the nearest available appropriately skilled engineer to improve first time fix rates, as well as plan the most effective route to provide accurate expected times of arrival, make best use of engineering resources and reduce our carbon footprint.
Mobile Engineering – Our field engineers have the ability to record activities as they progress through from job allocation, acceptance by the engineer, travelling to site, arrival and untimely job completion. All these activities are communicated in real-time to our CSC team, with updates available to customers via email, web or SMS messaging.
Contract Performance Reporting – Our IMBS system has a fully comprehensive reporting facility. We are able to create new reports for our clients and account teams to meet their requirements at any time.
Compliance Alerts – Automatic alerts trigger escalations to our customer service team should any of the agreed KPI’s fall out of compliance tolerance. The alerts or failures are also reported within our reporting suite.
Systems Integration – The technology platform has been developed to communicate with our customers’ systems, so we are able to export our systems data to flat file reports or provide data in real-time through system linking.
