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24/7 Advanced Help Desk for Franchise Networks
Mood Media’s Advanced Help Desk Services are a proactive and professional response strategy designed to optimize the performance of your digital media solutions and reduce maintenance costs across your entire franchise footprint. Mood’s expert team assumes the responsibility for day-to-day technology oversight, ensuring a flawless and consistent brand experience across all your locations.
Increase Reliability
Elevate the reliability of your digital media solutions, providing a seamless experience for your customers and a competitive edge for your business.
Enhance Uptime
Ensure all digital media is operational, keeping your franchise running smoothly and effectively across every store location.
Optimize Spend
Make the most of your technology investment by reducing service costs and maximizing your return on investment through cost-effective, proactive management.
What is Mood’s Advanced Help Desk?
The Advanced Help Desk is the core support component of Mood’s Managed Services, moving your franchise beyond the outdated “break-fix” model. It is a comprehensive program that combines 24/7 proactive monitoring, remote management, and guaranteed service level agreements.
The system provides centralized corporate control and visibility for headquarters, while optimizing on-site support to enable staff to focus on customers and sales. We utilize a single platform—Mood Harmony—to actively monitor connectivity, content deployment, and device health across every single franchise location.
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Extend the lifespan of your hardware by up to 30% with our smart, proactive maintenance and automated scheduling.
Keep your business running smoothly. We guarantee repairs or replacements within just two business days to minimize downtime.
Breeze through audits in minutes, not days. Instantly verify content with our comprehensive, on-demand proof-of-play reports.
How Does Advanced Help Desk Help Your Franchise Business?
Managed Services transforms your digital infrastructure from a cost center into a competitive advantage by ensuring every screen, speaker, and digital touchpoint works flawlessly. We refine your operational process, create efficiencies, and simplify the management of complex, multi-location rollouts, allowing you to scale the engine of your business.
Ensure Brand Consistency
Operational oversight increases reliability and ensures the consistent execution of the customer experience and brand story across all franchise locations. Automated alerts and remote monitoring confirm content deployment and device health everywhere.
Focus Staff on Sales
Store managers no longer have to troubleshoot audiovisual issues or coordinate repairs, freeing them up to focus entirely on customer service and revenue-driving tasks.
Predictable Operational Costs
Free up your staff and achieve predictable monthly costs for technology support and maintenance, simplifying budgeting for the entire franchise.
Proactive Problem Prevention
We use predictive analytics and continuous remote monitoring to detect critical issues like black screens or temperature rises, allowing us to remotely resolve or dispatch service before the customer experience is impacted.
Why Choose Mood Media as Your Managed Services Partner?
Our competitors typically install systems; Mood goes further by adopting full management and maintenance responsibility on your behalf.
We are the only player in the space with a single platform to integrate all solutions, delivering a fully-integrated in-store experience supported by the largest global service network.
Advanced Exchange & Replacement
When an issue cannot be resolved remotely, we ensure repair or replacement happens within two business days instead of weeks through our Advanced Exchange program.
End-to-End Infrastructure Management
We handle the complete infrastructure management, including remote reboots, operating system updates, and automated adjustments to display brightness and volume.
Warranty & Asset Management
We take on the complex task of warranty registration and claims management processing with product manufacturers for the life of the contract, simplifying your corporate overhead.
Proprietary Harmony Platform
The cloud-based Mood Harmony platform is the hub that gives you unparalleled visibility, centralized control, and performance data on the entire system.
Black Screen Monitoring
Mood Media’s Black Screen Monitoring is an indispensable feature of our Managed Services program. It provides instant identification and automated alerts the moment a digital screen, like a promotional display or menu board, goes dark.
This active surveillance is vital for franchise operations, guaranteeing continuous visibility of customer-facing media and eliminating the risk of lost revenue due to non-functioning screens.
By immediately recognizing and signaling these technical failures from a distance, we dramatically reduce service interruptions, enabling your team to concentrate entirely on serving your guests.
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Frequently Asked Questions
What is the primary difference between Managed Services and a standard warranty?
Managed Services is a proactive program focused on preventing problems, enhancing uptime, and optimizing performance through 24/7 monitoring and remote management. A standard warranty is merely reactive, only resolving break-fix issues once they arise. Furthermore, the fulfillment process often necessitates staff involvement, diverting their attention from other key responsibilities.
How does the service help ensure consistency across my multi-location franchise?
Mood Harmony provides centralized corporate control to set standards for content, volume, and brightness across every screen. This operational oversight ensures consistent brand messaging and experience execution across your entire footprint.
What happens if a piece of equipment goes offline or fails?
Our system immediately triggers an alert for our Advanced Help Desk. We first attempt a remote resolution, such as a reboot. If that fails, our Advanced Exchange service ensures a replacement product is sent out quickly, minimizing downtime.
Does Managed Services help with digital content management?
Yes. The program ensures the right content is playing at the right time through continuous observation and content screenshots, confirming accuracy and compliance across all screens. This optimizes the content and ensures you are delivering consistent messaging.
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Elevate your Customer Experience through the power of Mood.