Using the BigChange cloud-based solution, Blackhall has transformed the management of its mobile operation with integrated CRM, tracking and reporting, resulting in better communications, fewer queries and more accurate on-site charging.
BigChange is also supporting Blackhall’s green ambitions with intelligent scheduling and routing of its fully electric fleet and its commitment to 100% paperless working.
“BigChange supports every aspect of the business. From initial enquiry, right the way through to invoicing and payment; BigChange allows us to capture and record information and share it within the business to inform decision making, and with our customers to improve service levels.” Stuart Blackhall, Business Director, Blackhall Plumbing and Heating.
Blackhall selected BigChange to replace a previous scheduling system that it felt had not kept pace with technology or its changing requirements. The job management system, which incorporates customer relationship management (CRM), job scheduling, live tracking, resource management, job finance, and business intelligence, in one simple to use and easy to integrate platform, is now being used across the business.
Customer enquiries, quotes, and correspondence, created and stored within the CRM, together with automatically generated ETA notifications are boosting customer service levels without additional back-office resource. Whilst, customisable job sheet, complete with photographs and time and date stamps, are helping to manage customer queries and improve onsite charging.
Blackhall is also using BigChange to minimise its environmental impact and manage rising costs. Having already invested in a fleet of electric vans, Blackhall uses BigChange to intelligently schedule jobs and route its vehicles between jobs, reducing unnecessary mileage and avoiding areas of congestion. Real-time tracking and driver behaviour alerts are also helping to improve the performance and maintenance of vehicles, reducing service costs and minimising additional charges such as parking fines.
“Blackhall’s has been through various transitions in it 110-year history evolving from a one-man band to a hugely respected provider of high-end domestic and commercial services, and technology has always played a part.
“My grandfather, who was awarded an MBE for his services to the engineering sector, made the first foray into computers in the early 80’s with a reported investment of £20,000 and a desire to extend the use of technology to support all aspects of the business.
“Now, forty years later, that is exactly what we have with BigChange!” Stuart Blackhall, Business Director and great, great grandson of Peter Blackhall.
BigChange supports every aspect of the business. From initial enquiry, right the way through to invoicing and payment; BigChange allows us to capture and record information and share it within the business to inform decision making, and with our customers to improve service levels.
Stuart Blackhall, Business Director,
Blackhall Plumbing and Heating
About Blackhall Plumbing and Heating
P Blackhall was established by Peter Blackhall in 1913 and has been run by his descendants ever since. Now in the hands of the fifth generation, the company has diversified its service offering and was one of the first to specialise in renewable energy solutions in Edinburgh and has more recently started to offer EV charger installation, service, and maintenance.
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