A Worthy Dispatch Management Tool!
April 25, 2017
A Worthy Dispatch Management Tool!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Mhelpdesk
We have a maintenance subsidiary for which our 150+ managers can create work orders for our nearly 800 managed locations. mHelpDesk helps to maintain that database, keep the work order originators updated as projects progress or stall, and assists the dispatcher in managing the work load and placement of the techs throughout our metro area.
- mHelpDesk can be used to initiate work orders, track them, update them, and know when they have been completed without a log of phone calls or emails being necessary.
- mHelpDesk allows administrators to see an overview of the workorders which have been placed or are in progress to analyze the efficiency of the operation.
- mHelpDesk permits mobile updates, questions, comments, or completion notes to be entered and immediately seen by all involved parties (tech, dispatcher, tech supervisor, administrators, and originators of workorders).
- mHelpDesk lacks in its expansion ability of multiple administrator types. We have executive level, midlevel, and department level administrators in addition to the tech, managers, etc. working directly with the system. It seems we are always about one admin level shy of what we need and are unable to create it.
- mHelpDesk sometimes has difficulty with its mobile tracking either being accurate as seen by the administrators or in locking up the mobile devices of the techs. It is not a constant issue yet one which occurs often enough to be of note.
- mHelpDesk doesn't track automatically so our mobile techs can shut that off. While that may be a disciplinary operational issue for us as well, we should be able to lock that setting "on" so our users are tracked which using the app.
- We are 6 months into it with a 50% rollout completed. We need more time to pass and full rollout to be completed before making a hard statement as to the ROI.
- We have already seen greater efficiency in dispatching techs in regards to how many projects per day may be handled (we know of their downtime) and travel time mangement (by being able to map the locations and track them easier).
- No negative impacts on ROI have yet to be seen nor are they projected.