Control Tower — Ticketing & Workflow Management
Control Tower is Mappls IoT's centralized operations management platform that helps fleet and logistics teams handle exceptions, track SLAs, and automate escalation workflows.
Core Features
- Intelligent Ticket Routing: Auto-assign exceptions to the right team based on vehicle, route, or violation type
- Multi-Level SLA Tracking: Define and monitor SLAs at vehicle, depot, route, and client level
- Escalation Workflows: Automated escalation chains when tickets breach SLA thresholds
- Shift Scheduling: Manage operations center shifts with role-based access
- Real-Time KPI Dashboards: Live metrics on open tickets, resolution times, SLA breaches, and team performance
- Integration with Locate & Logistics: Automatic ticket creation from GPS events, delays, and delivery failures
- Mobile App for Field Teams: Field engineers receive and update tickets from their phones
- Reporting & Analytics: Root cause analysis, trend reporting, and SLA compliance exports