Operations Management Articles

Mhelpdesk Review – Ultimate Management Tools for Service Technicians

by Stephanie Miles
Published on 27 September 2013

Mhelpdesk Review - Give service technicians the freedom to complete their work from inside or outside the office

Businesses in the service and repair industries have special challenges when it comes to managing off-site technicians, on-site technicians, schedules, work orders, and even billing issues. Mhelpdesk is a tool that these companies can use to get a handle on their most difficult issues, combining work orders, CRM, scheduling, dispatching, billing and reporting features into one streamlined platform. In this Mhelpdesk review, I will compare the all-in-wonder solution to competing platforms and judge the effectiveness of its field service management solution. I will also take a close look at the specific business features offered through Mhelpdesk to determine whether this is a web and mobile-enabled application that can truly help companies shorten their billing cycles and deliver better service.

Mhelpdesk Review - About the Company

Mhelpdesk is a field service management platform that provides industry professionals with total visibility over their employee schedules, client invoices, and work order and billing statuses. By combining and integrating multiple service management tools, Mhelpdesk has developed a way for businesses in the service and repair industries to reduce mistakes related to double-data entry and basic human error.

Managers can quickly see where their field service technicians are working at any given time, and they can track the progress of off-site jobs to ensure specific projects or tasks aren't slipping through the cracks. Mhelpdesk works across many mobile platforms, providing service professionals with the ability to update their in-office support teams while they're still on the road.

Main Functionality of Mhelpdesk

As an all-in-one solution, Mhelpdesk has managed to combine Work Orders, Customers, Field Technicians, Scheduling, Transactions, and Reports into one easy to use platform. New client information is saved in the system from the moment a company begins tracking a new work order or estimate. Work orders can be assigned to specific service technicians, and managers can keep an eye on the most up to date status of work orders. Customers and jobs are organized by status, allowing managers to easily see which jobs are currently in progress, or completed and ready for billing. Mhelpdesk offers tools to create work orders, estimates, and invoices.

Technicians can also track the time they spend on certain projects and log notes meant for future reference or billing purposes. The platform automatically calculates local taxes for client invoices, when applicable, and offers businesses a way to collect payments online.

Businesses with off-site technicians can rely on Mhelpdesk's mobile capabilities to stay connected 24/7. Service professionals can access documentation and records from their smartphones and tablets, and they can communicate with their support staffs without relying on a telephone connection or fax machine.

Benefits of Using Mhelpdesk

Mhelpdesk helps get field technicians and office staff on the same page. By using the platform's web-based features and mobile tools, users can spend less time keeping track of customer service and invoicing, and more time doing what they love.

The beauty of Mhelpdesk is that client information is bundled together. This means that the estimates that administrators create for individual clients can be seamlessly converted into work orders or invoices, and support personnel can toggle between important documents without leaving Mhelpdesk's interface. This eliminates the chances of duplicate data entry issues, and decreases the time between when a project is complete and when an invoice is sent out.

From an environmental perspective, Mhelpdesk can help businesses run more efficiently, as well. When they offer clients the opportunity to sign work orders, estimates, and invoices electronically, businesses cut down on paper waste and unnecessary printing costs.

The Basics: What Does the Interface Look Like?

Check out the Mhelpdesk dashboard page to see a summary of all the action going on at your company. From a single page, can you view the number of appointments you have on any given day, along with the number of work orders that are past due.

Mhelpdesk review Dashboard

Click on the "Work Orders" tab to manage your company's work orders. Sort work orders by title, status, customer, or assigned technician. Click on the title of any work order to view the actual document in a web format, or click "Add Work Order" to create a new work order from scratch.

Mhelpdesk review Work orders

One of Mhelpdesk's most important features is its online scheduler. Using the online scheduler, you can see all the appointments you have coming up in a given day, week, or month. You can also create new events or schedule new work orders by clicking on the appropriate date/time on the schedule.

Mhelpdesk review Online scheduler

Support Information

Mhelpdesk has created an extensive online support community. Users are encouraged to search for answers to their questions by keyword, or by browsing through current discussions among other Mhelpdesk users. Users can follow or comment on individual discussions. They can also up-vote or down-vote individual comments to ensure the most relevant discussions rise to the top of the community forum. For more private queries involving sensitive data, usernames, or customer data, users are encouraged to submit tickets to the Mhelpdesk staff.

Pricing Information

New Mhelpdesk users can try free 30-day trials before signing up for paid accounts. Basic pricing plans range from $49 per month (for the Standard plan) to $249 per month (for the Business plan). Custom pricing is available for users in need of more advanced features through Mhelpdesk's Enterprise plan.

Mhelpdesk Review - The Bottom Line

Business owners and managers who use Mhelpdesk should see an immediate ROI when it comes to increased service revenue, customer satisfaction, first-time fix, and response times. Users can spend more time doing what they love, and less time handling the mundane tasks - like manually approving work orders and invoices - that come with running a service-based company. Mhelpdesk's mobile tools give service technicians the freedom to complete their work from inside or outside the office. Meanwhile, advanced features like electronic signatures and integrations with accounting tools like Quickbooks actually provide a way for businesses to save money over the long-term.

Ratings: ease of use 5/5, features 5/5, value 4/5


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