Warwick: 29th November 2011
mplsystems, the technology division of Warwick based contact centre specialists Message Pad Limited, have been chosen by leading global integrated and professional services supplier, ARAMARK, to deliver an end-to-end contact solution comprising Cloud technology, mobile working and outsourced services for its clients in Northern Ireland.
ARAMARK has chosen to work with mplsystems to provide the innovative solution they need to enable them to offer cleaning services in a ‘smart’, efficient way, to cement their relationship with existing customers and to expand their customer base by offering improved customer service without impacting costs.
Since 2007 mplcontact, the outsourcing division of Message Pad Ltd, has provided ARAMARK with an out-of hours call centre service for many of its clients. So ARAMARK asked for their help to meet this new challenge.
The mplsystems solution has not only transformed Aramark’s relationship with their clients but it has also become a model which other businesses are looking at with considerable interest; uniquely, it combines field worker and contact centre technology with outsourced contact handling to enable employees to focus on the core services they offer, instead of administration tasks.
The solution is threefold:
It provides a web portal to allow ARAMARK clients to make staff and service bookings, make changes to scheduled activity, order consumables and run audits. Previously, this would have to be done either via a phone call to ARAMARK or by completing a paper based request form. The web portal also provides ARAMARK with a central view of all orders allowing them to more efficiently manage and deliver them;
It includes mobile working access which links the contact centre system directly into workers’ PDAs. Whether an emergency clean or a stock check is required, many of ARAMARK’s services are delivered by field operatives so, rather than having to ‘phone the centre or on-site staff to manually make a job update, operatives can instantly update the system wherever they are;
It provides full contact centre support from mplcontact with ARAMARK moving all its customer contact over to mplcontact’s Belfast contact centre. This change has freed up ARAMARK managers to focus on delivering a proactive service to their clients and growing their business.
Contract Services Manager for ARAMARK, Darrin McCartney, explains: “The new system allows our managers to do the job they are supposed to be doing, freeing them up from completing paperwork, faxing and other administration tasks. We are anticipating that the reduction in admin tasks will release up to 40% of their time so they can focus on providing a high quality service to our clients. It also gives our managers a reporting dashboard to provide a clear view of how the business is performing on specific contracts and as a whole.”
CEO of mplsystems, Paul White, says: “Mobile workers should be a part of the CRM system and the tight integration of the mobile workforce with our call centre system is one of the key USPs of our solution. We have helped Aramark achieve the double whammy of improving the customer experience whilst improving organisational efficiency by bringing both the client and the mobile worker together and so cutting out middle layers of administration in the organisation.”
Director of mplcontact in Northern Ireland, Paul Adamson, concludes: “This is a brand new model; rather than hiring new staff or setting up a contact centre, Aramark discovered it could outsource it all to us and, rather than going to two more companies for its web portal and mobile access, they discovered we could deliver this as well!”
For more information about ARAMARK visit www.aramark.ie
For more information about mplsystems’ Cloud contact and mobile working solutions visit www.mplsystems.co.uk
For more information about mplcontact’s outsourced contact centre services visit www.mplcontact.com
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Press contact: Amanda Byart, amandab@message-pad.com, 01926 623500
