James Smith, General Manager at mplus
The innovative new platform enables existing customers and users new to mplus to request home maintenance services and browse a wide range of services and annual packages, as well as approve quotations.
James Smith, General Manager at mplus, said, “We asked our customers what we could do to make their lives easier, and the overwhelming response was people want to be able to schedule and track services on their devices. With more people in the UAE looking for digital options and using more online platforms than ever before, customers want to be able to book appointments, approve quotations and access their service history online, without having to pick up the phone to call customer service.
“Designing the app and portal, customer service, speed and convenience were top priorities, and we ensured the customer feedback we had received guided our decisions on the features to include and enhance. We looked at every single stage of the home maintenance service process and challenged ourselves to simplify each step. Whether customers want to schedule routine preventative maintenance services or call the mplus team out to an emergency, everything can be done online. We will continue to develop and add new features based on customer feedback.”
Using the portal or app, customers can browse the full range of mplus’ services, including air conditioning, water tank cleaning, electrical and plumbing works, disinfection and decontamination services, swimming pool maintenance, cleaning and general handyman jobs. Customers can also opt to sign up for one of mplus’ annual maintenance packages.
Upon selecting a service, customers can choose a convenient appointment time from available time slots or indicate their preferred date and timing via the dynamic scheduling system. Appointments are updated immediately, so only available timings are shown. Visits are immediately confirmed via the app or portal when selecting available time slots. Customers can also approve quotations and are given access to a live dashboard, which details their service history.
To further streamline the booking system, customers can take a photograph of the fault and upload it directly to the app or portal.
Robert Dougliss, Head of Operations at mplus
Robert Dougliss, Head of Operations at mplus, added, “Given the current market climate, we wanted to give customers as many options as possible to make the process as seamless as possible. To that end, we have provided cashless payment options, including credit card and Apple Pay via the app and web portal.”
Launching at the same time as the customer app, a fully integrated technician app ensures technicians attending appointments have all of the information required to carry out services efficiently and with minimum input from the customer. Prior to the appointment, technicians can see what the reason for the call out is as well as any specified required materials, which can be taken to the appointment to mitigate the need for a follow up visit.
The app and portal, which went live on August 12, 2020, is available to homeowners, tenants, commercial property owners and landlords in Dubai and Abu Dhabi. The app is available to download free of charge on both the Apple App and Google Play stores.