Express Medicals deploys ‘appointments-to-results’, end-to-end mplsystems customer management solution

PRESS RELEASE:  Express Medicals, providers of occupational health medicals, drugs & alcohol testing services, has selected mplsystems to deploy a cloud-based customer management system to automate its appointments and results processes. Express Medicals provides ‘fitness to work’ assessments for skilled workers, with 16 fixed clinics across the UK in addition to mobile operations.

The solution is set to improve the efficiency of Express Medicals’ medical appointments process by providing:

• An online booking capability to help streamline scheduling for customers
• A comprehensive customer management portal to drive more effective internal processes
• Tablet-based systems for field-based medical staff, with electronic form filling for faster and more consistent communications

The new solution takes advantage of mplsystems’ proven and powerful cloud-based intelligentMobile and intelligentDesktop technologies to help reduce the overall time needed for each medical appointment by up to two minutes – delivering an initial bottom line saving worth some £60,000 per year. Express Medicals has already successfully deployed mplsystems’ powerful intelligentContact technology, with the platform playing a key role in helping Express Medicals’ major growth from some 2,200 to 6,000 appointments per month

“At Express Medicals we’re committed to investing in making things easier for our customers. When investigating new technology options, we knew we needed a solution that would remove barriers to engagement, guarantee the ‘chain of custody’ for our testing samples, and also prove cost-effective, easy-to-use and reliable for our business,” commented Richard Wilcox, Operations Manager, Express Medicals. “mplsystems was able to demonstrate that they not only could offer all the necessary end-to-end customer management, scheduling, booking and field service technologies, but also had the skills to understand our business and tailor its proven solution to fit our own processes. A key mplsystems benefit was its ability to bring best practice field service expertise from successful deployments across a range of sectors, ensuring that Express Medicals has been able to take advantage of online portal and mobile application enhancements that are already having a massive impact on our service offering.

“Our new solution provides an advanced online booking facility, giving us the 24-hour availability that our customers demand, and also offers a core customer management portal to help improve overall levels of service. In addition, by equipping medical staff in our network of clinics with integrated tablet devices, we have unlocked efficiencies through the improved input and secure communication of data, have been able to increase the accuracy of data at critical points of the process, and can log and process test results more efficiently,” he added. “Given that our business volumes have recently grown by some 250 percent, having the mplsystems in place gives us the IT infrastructure we need to support this and future growth.”

“We’re delighted that Express Medicals turned to mplsystems for its customer service platform, and that they have seen how our intelligentContact cloud applications can be brought together in a single, cohesive solution to match their business’ specific customer handling requirements and processes,” added Paul White, CEO, mplsystems.

About Express Medicals

Express Medicals has grown steadily since it was established by directors Dr. Dan Hegarty and John O’Donnell in 1996. The company provides occupational health, screening and drugs & alcohol testing services across a variety of business and industry sectors, with Nationally delivered value for money services that are simple to book, available at short notice, professionally carried out by highly skilled medical staff, and supported by a robust administrative and aftercare team.

About mplsystems:

mplsystems brings together multi-channel contact centre technology with innovative customer service and sales software. Its intelligent desktops offer a single view of customer activities across the business, helping clients to resolve queries faster while benefiting from more integrated processes, faster deployment and dramatically reduced IT costs. For more information please visit