BigChange | Novex FM Eyes Nationwide Expansion with BigChange

Facilities management start-up, Novex FM, has turned to field service management software from BigChange to underpin major expansion plans. The Manchester-based FM company launched last year providing project management, repairs and preventative maintenance services to residential and student properties, and private landlords. Using the all-in-one job management platform from BigChange, Novex is now launching a full range of FM services, nationwide, confident its automated, streamlined workflows and reporting will future-proof the business as it continues to grow.

“As an experienced project manager, every contractor I have ever worked with that has shown up on time, did the work they said they would and invoiced correctly, had one thing in common, and that was BigChange,” said Ben Ousey, Operations Manager at Novex FM. “So, when we started Novex it was a no brainer – we had to have BigChange.”

Using the BigChange job management platform, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence in one simple to use and easy to integrate platform, Novex has complete visibility of the business, at any time, from any web-enabled device. With just a couple of clicks, the Novex management team can get reports on outstanding quotes, missed opportunities and unpaid invoices, as well as a complete breakdown of costs per job.

“With BigChange, everything is in one place,” Ousey added.

“I have all the information I need, at my fingertips, so I know that as we expand, we have the workflows and management processes in place. I am also confident that the BigChange community, including the Collaboration Network, will play a significant role in our continued growth.”
Ben Ousey, Operations Manager, Novex FM

Novex FM is a facilities management company run by property managers. From project planning through to delivery of landscaping, cleaning, redecoration, repair and refurbishment services, Novex prides itself on exceptional customer experience. Novex has access to a nationwide network of specialist staff and skilled contractors it can call on to expand its service offering and geographical coverage.

“With BigChange there is no such thing as can’t,” he continued. “Not only do the tools they provide mean ‘we can’, they also provide unrivalled support. Between the BigChange University tutorials, the extensive YouTube content and the 24/7 RoadCrew support team, BigChange has given us the skills and the confidence to take our business to the next level.”

Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange. The only operator with full national coverage, Dyno-Rod selected BigChange to help it transition to paperless working and improve operational efficiency.

Using the BigChange platform, Dyno-Rod is already saving a day a week in the administrative resource it requires to run its team of mobile service engineers whilst more efficient job scheduling and tracking has boosted capacity and profitability, helping to strengthen the business and support growth.

“BigChange has been a real eye opener,” commented Sam Crowley, Managing Director of Dyno-Rod’s Cork office. “I have never introduced new software or new working practices that has not been met with some degree of scepticism by the workforce. But with BigChange its different. I think it’s because everyone, from field-based engineers to back-office staff and management, can see how it makes their job easier.

“Before BigChange we had disparate systems and processes that were not joined-up and didn’t communicate. With BigChange we have one system that does everything,”
Sam Crowley, Managing Director at Dyno-Rod Ireland

“With intelligent job allocation and real time tracking we can take on more jobs per person per day and react, in real-time, to changing schedules if something unexpected crops up. All our paperwork has been replaced with easy to fill in digital forms which means we capture the right information at the right time and can share it instantly with the right people. This means no more lost jobs sheets, no customer queries we can’t answer and no missed invoices.”

Dyno-Rod has been operated by the Crowley family since 1975 and provides 24/7 emergency response to residential, commercial and industrial premises. Dyno-Rod implemented the BigChange platform, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence in one simple to use and easy to integrate platform, at the start of the pandemic when homeworking was first mandated.

“The BigChange team were amazing introducing the solution in bite-size, easy to digest chunks, and as we have rolled out the functionality, from simple tracking and vehicle checks to integrated job scheduling, reporting and invoicing, they have been with us at every step.” continued Crowley.

“BigChange University means we can get new staff up and running in no time and, unlike other software companies, BigChange is open and reactive to feedback.”
Sam Crowley, Managing Director at Dyno-Rod Ireland

Capital, a specialist cleaning and facilities management company, has deployed BigChange field service management software to launch a new nationwide outsource service. Providing support to other facilities management companies that need to boost their field service capacity or businesses that require additional resources or skills, Capital’s Service Team will help with a range of tasks including office moves, regular cleaning, site inspections, equipment installations and audits. Using the integrated job management platform from BigChange, Capital can take online bookings, schedule work, report on completed tasks and issue invoices.

“We like to think of our Service Team as the business equivalent of the A-Team – if you have a problem, if no-one else can help, you can hire the Capital Team,” commented Eddie Tomlins, owner of Capital. “But Service Team was inspired not by a TV programme but by BigChange. Without BigChange we wouldn’t have thought of the idea and we certainly couldn’t have delivered it.”

Capital was originally established as Capital Computer Care in the 1980’s offering equipment installation, maintenance, cleaning, testing and decommission of PCs, data centres and server rooms. To aid service delivery Capital used a multitude of different processes including a standalone CRM, multiple Excel spreadsheets, a vehicle tracking system, paper field reports and a manual invoicing system.

“Before discovering BigChange we used a hotchpotch of different systems which meant everything took longer, was harder to control and was susceptible to human error”
Dave Usher, Director of Capital

“Also, it was a challenging time for the business. We had been growing organically for around 30 years, but we had not invested in our business’s processes or the future evolution of the business. We needed a complete rethink as to how we ran the business and the type of services we offered,” added Dave.

Capital selected the BigChange job management solution, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence in one simple to use and easy to integrate platform, following an independent review of available systems. Initially attracted by a cloud-only solution, Capital was also impressed with the range of functionality, competitive pricing and evolving application lifecycle.

Since implementing BigChange, Capital has transformed its business by identifying and launching new revenue streams and expanding the operation in terms of service offering and geographical coverage. The integrated CRM and scheduling are saving hours of admin resource every month whilst digital worksheets, complete with photographs, are improving customer satisfaction.

Capital also uses BigChange to manage UK wide stock levels, moving essential supplies between operatives at a time when supply chains faced unprecedented difficulties. The BigChange report and alert functionality is saving management time with automated reminders and notifications of a host of event or date driven actions including MOTs, contract renewals or vehicles using toll roads or entering charging zones.

“BigChange has already saved us literally hundreds and hundreds of hours in management and admin time and continues to do so”
Dave Usher, Director of Capital

“We have streamlined our business in terms of expenditure and productivity but have still maintained the highest levels of customer service and satisfaction,” continued Usher.

“I am convinced that had we not invested in BigChange we would not have been able to make the changes required to our systems, processes and personnel, to continue trading. So, we would not be around today, especially if you factor in the additional impact on the business of COVID,” Tomlins concluded. “We also know that BigChange will continue to evolve with new features offered on a regular basis so will be around to support us for many years to come!”

Capital Launches Nationwide Facilities Support Service using BigChange Platform

BigChange field service management software is helping facilities management start-up Urban Maintenance achieve the highest levels of customer satisfaction. Out-performing larger competitors in customer service reviews, Urban Maintenance adopted the BigChange platform to automate workflows across its operation from job allocation to completion reporting. Working for individual householders up to FTSE 250 professional landlords, BigChange gives Urban Maintenance 24/7 visibility of the mobile operation allowing for prompt resolution of customer queries, efficient response to emergency call-outs and improved workforce health and safety.

“I established Urban Maintenance mid-pandemic when I was unable to take up a job offer abroad and opportunities in the domestic FM market were limited,” commented Nathan Yates, Managing Director of Urban Maintenance. “With nearly a decade’s experience in property management, I understood the complexities of running a lettings agency, the legalities of block management and the pitfalls of insurance claims. I also knew the importance of making sure that Doris at number 9 is happy and that her landlord knows it!

“That’s where BigChange has had a huge impact on the business,” he continued. “From a one-man-band start-up, Urban Maintenance is well en route to becoming a successful scale-up and BigChange has played an integral part.”

“Using BigChange we have automated our reporting, so our customers, and their tenants, know what is going to happen when it’s going to happen and if it doesn’t happen why! It’s this efficient and timely communication that sets us apart from other service providers.”
Nathan Yates, Managing Director of Urban Maintenance

Urban Management provides a range of domestic and commercial property management services including plumbing, joinery, decorating and cleaning. Following a recommendation from an established FM operator and existing user of BigChange, Urban Management implemented the job management solution, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence in one simple to use and easy to integrate platform, to support its ambitious growth plans. By demonstrating its commitment to customer service using BigChange, Urban Management has secured several high-value contracts and is continuously hiring to ensure it has the capacity to meet growing demand.

“We are still at the early stages of our BigChange journey, and I know there is so much more the platform can do,” continued Yates. “I am keen to customise elements of the system to meet our exacting requirements and implement additional reporting and financial management and, with the support of the BigChange team, we will achieve it.”

AinsCo Fire and Security is using BigChange field service management software to drive business growth. The company designs, supplies, installs and maintains bespoke fire and security systems working alongside organisations such as the NHS, Network Rail, Alstom Transport, Mersey Rail and Light Cinemas. Using the cloud-based platform, AinsCo has made efficiency gains across the board, reduced operational costs and improved customer service.

“Since implementing BigChange we have achieved many wins that, when we look at the bigger picture, have had a massive impact on the business overall,” commented Dan Ainscough, Operations and Finance Manager at Wirral-based AinsCo Fire and Security.

“We have reduced our carbon footprint, made efficiency savings across sales, operations and finance, reduced call-out rates and increased first-time fixes. We have lowered our costs and charges, whilst improving the service we provide and the protection we offer.”
Dan Ainscough, Operations and Finance Manager, AinsCo Fire and Security

AinsCo Fire and Security, formerly M P Electronic Fire and Security, turned to BigChange when it was looking to invest in technology as part of a major rebranding exercise. Prior to this, the Wirral-based company had used industry-specific software that required in-house servers to run and offered little visibility and even less automation of processes. AinsCo reviewed several solutions before selecting BigChange basing its decision on system capabilities, user-friendliness, and the ability to customise.

“Most of the systems we considered had a focus on sales and marketing and, like our old system, were very defined and restrictive,” continued Ainscough. “Our focus was on system functionality, and we knew we needed the ability to tailor the solution to meet our specific requirements. BigChange met all our benchmarking criteria, and the support and training were fantastic. We now feel we own our system rather than the other way round!”

Since implementing the complete job management solution, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence in one simple to use and easy to integrate platform, AinsCo has achieved a number of milestones in the management of its mobile operation. AinsCo uses the BigChange CRM to streamline new client onboarding resulting in efficiency savings across sales, operations and finance. All AinsCo vehicles are tracked giving real-time visibility and intelligence to respond to reactive jobs and the introduction of automated van stock has resulted in an increase in first-time fix rates.

BigChange is also helping AinsCo introduce new working practices and reporting processes with improved health and safety monitoring, including COVID risk assessments and method statements, job completion reports, complete with photographs, daily job cards and contactless sign-offs.

“BigChange has allowed us to streamline our business and has been instrumental in allowing us to scale up our operation whilst still maintaining the high levels of customer service we demand and our customers expect.”
Dan Ainscough, Operations and Finance Manager, AinsCo Fire and Security

“As a family business we are only as strong as our relationships, and we value BigChange, and the team behind it, as a key relationship that has already contributed to our success and will continue to positively impact the future of our business, ” Ainscough concluded.

BIgChange customer AinsCo desktop office shot

A leading provider of mechanical and electrical building services says a new job management system is helping it to win more business. Founded in 2005, Quora Group works nationwide with a range of clients across the public and private sector. The £10 million turnover company operates a fleet of more than 20 Ford Transit Custom vans for its mobile engineers. Quora uses the BigChange field service management software which it says is enabling it to win new public sector tenders.

Craig Firth, director and co-founder of Quora Group, said, “BigChange is definitely a sales tool for us and has helped us to grow the business. We work primarily in the public sector, with contracts predominantly in healthcare and education. In these environments, there is a high level of compliance and documentation required. BigChange enables us to offer a far higher level of service in terms of digitised, evidence-based compliance and reporting than a company that still uses a paper-based system. It has been a big advantage for us in terms of winning and delivering these public sector contracts.”

The North Tyneside company started out in 2005 servicing and installing gas boilers but has grown from a father and son operation into a thriving business with more than 50 direct employees. “Part of that growth has been down to BigChange,” added Craig. “We use it across three of our four divisions, and it has helped us scale quickly. It is a simple product to use but it has so many functions and our clients love it.”

Quora uses BigChange in its electrical, service and maintenance, and water treatment divisions. A complete, simple to use and easy to integrate platform bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence, BigChange allows for all job scheduling and reporting to be done digitally, eliminating the need for mobile engineers to visit the office to pick up or drop off job cards. Rugged PDAs are also used to record job completion, including photographic evidence.

“The ability to adapt the worksheets is a great feature of the software,” said Craig. “We have just won a big contract for a local authority, and that includes specific documentation that they want us to use. I can create a worksheet in BigChange and provide them with a document that is exactly what they want.”

Quora also uses live tracking for its emergency call-out service. “We have service level agreements that require us to respond to emergencies within a certain time frame,” said Craig.

“With BigChange we can see the locations of the engineers in real-time, identify the person who is closest and has the right skill set to respond to the call-out, then inform the client with an accurate ETA.”
Craig Firth, director and co-founder of Quora Group

Quora Group has three ISO accreditations: 9001 (quality management), 14001 (environmental management), and 45001 (health and safety). BigChange has helped it achieve all three. “As part of our ISO management system we use BigChange to monitor and measure the greenhouse gas emissions from our vehicles,” added Craig. “It also helps with our health and safety management, because we can easily provide evidence that we have done what we said we were going to do.”

Faelsafe Life Safety, the national fire and life safety company, has transformed its business using BigChange field service management software. Since implementing the cloud-based platform, Faelsafe has reduced its administrative resource, eliminated paper from its mobile operation and improved the efficiency of engineers working across mainland UK.

Working directly for organisations such as Stoke and Staffordshire Fire and Rescue, Wooltex and Smurfitt Kappa, Faelsafe specialises in the installation and maintenance of fire detection and alarm systems, Fire Extinguisher supply and maintenance, fire safety equipment and through its sister company Faelsafe Electrical, commercial electrical works, specialising in sprinkler plant rooms.

“Our motto is ‘don’t fael to be safe’ yet we were ‘faeling’ to secure the future of the business by not investing to succeed,” commented Andrew Hutchinson, Director of Faelsafe. “Despite having job management software, we were still producing paper worksheets and reports, in triplicate, and having to wait for engineers to return to base before we could process them. This was labour intensive, resulted in delays in invoicing and meant dealing with customer queries was virtually impossible.

“Since implementing BigChange we have slashed our administrative resource, we have removed every filing cabinet from the office, eliminated delays in invoicing and query resolutions and improved the efficiency of our engineers.”
Andrew Hutchinson, Director of Faelsafe

Headquartered in Leeds, Faelsafe made the move to BigChange following a recommendation from its IT support company. The complete job management solution, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management and business intelligence in one simple to use and easy to integrate platform, has helped Faelsafe remove paper from its job allocation and reporting workflows.

Engineers are automatically allocated work and completion reports, including photographs and customer signatures, which are digitally captured, stored and shared with the back-office operation. Route scheduling and live tracking is also helping Faelsafe optimise the use of mobile engineers reducing time spent travelling between jobs.

Additional aspects of the BigChange system that are helping Faelsafe improve service levels include the online library, which it uses to store information pertaining to specific customer sites and equipment, and customisable worksheets which are used to allocate health and safety checks such as PPE and equipment.

“BigChange supports our ambition to be a forward-thinking business,” concluded Hutchinson. “As it is truly cloud-based every member of the team can access and share the information they need, when they need it and from wherever they are, which positively impacts the service we provide every single day.”

Morgans Plumbing and Heating has grown its business by more than 600 percent since implementing BigChange field service management software. Using BigChange, Morgans has achieved the highest levels of automation with the platform underpinning every aspect of the business including workforce management, customer communications, reporting and invoicing.

BigChange has also removed the need for home-based engineers to visit head office on a regular basis with digital job sheets, automated scheduling and up-to-the-minute stock control, saving Morgans both man-hours and mileage.

“Right from the outset I knew the only way to grow the business sustainably was with automation, and BigChange ticked that box and more,” commented Steven Morgan, Director of Morgans Plumbing and Heating.

“Before BigChange we were little more than a one-man band, with paper worksheets and no control of workflows, stock or costs. We now cover mid and north Wales, Shropshire and Cheshire and have plans to expand further up the west coast to Scottish borders and further down into south Wales and the Cotswolds. This ambitious expansion simply wouldn’t be possible without BigChange.”

Morgans is a Gas Safe and OFTEC registered, and Worcester Bosch accredited, family-run business, which installs, services and repairs all oil, gas and LPG appliances. Based in Welshpool, Morgans specialises in boilers – gas oil and LPG, can provide expert advice for oil tank, planning, installing and maintaining, and are on hand 24/7 for all emergency plumbing requirements.

Morgans selected BigChange after an exhaustive market review of available solutions during which different packages were benchmarked against an extensive wish list of requirements. Having been using the job management solution, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management and business intelligence in one simple to use and easy to integrate platform, for some time, Morgans is under no illusion as to the important role the platform has had in the business’ geographical expansion and positive customer feedback evidenced with consistent 5-star reviews.

“BigChange has been a critical part of our success so far,” continued Morgan.

“It saves us time and money every single day allowing us to focus on what we do best – which is being available to deliver the highest service possible, in the shortest amount of time and with the tools and stock we need to do the job.”

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BigChange field service management software is helping commercial and industrial door specialist Access Innovations reduce paper consumption by more than 70 per cent.

Using the BigChange platform, the West Midlands company has also reduced the resource required to manage its field service operation and has improved customer service with automatic job scheduling, reporting and invoicing. Responsible for around 20,000 doors, Access Innovations uses BigChange to improve workforce health and safety with daily vehicle and driver checks, live vehicle tracking and online access to risk assessments and method statements.

“As well as reducing our environmental impact through a massive reduction in the paper we consume, BigChange has also had a positive impact on other aspects of the business,” commented John Lunt, Operations Director at Access Innovations. “The back-office resource required to record, schedule and report on jobs has been reduced, which in turn results in better service for our customers. I even had one client email me saying ‘give us a chance’ having received completion reports, including photos, and the invoice, all within 5 minutes of the engineer finishing on-site!”

Access Innovations install, repair, service and maintain manual doors, fire doors, automatic doors, rapid action doors, roller shutters, fire shutters, sectional doors, manual and automatic traffic barriers, manual and automatic gates. Operating across the West Midlands and London, Access Innovations also supply and fit security fencing, bollards and crash barriers as well as dock levellers, dock shelters and dock bumpers.

Access Innovation selected BigChange to replace an existing job control system. Since implementing the complete job management solution, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management and business intelligence in one simple to use and easy to integrate platform, Access Innovations has recorded significant improvements in the workflows used to record, schedule, complete and report on routine service and ad-hoc maintenance tasks. Access Innovations is also planning to expand its use of BigChange with increased use of the CRM functionality which it hopes will support the continued growth of the company.

“When we were looking for a new system, we identified a number of possible suppliers and requested on-site presentations but only 2 agreed to come and see us,” Lunt continued. “BigChange didn’t just sell their system to the management they communicated the benefits to the users, and they made the decision. Since that day the support we have had from BigChange has been excellent.”

Dealey Environmental, a specialist in environmentally friendly pest control, has reduced the resources required to manage its mobile workforce by 50 per cent following the implementation of latest field service management software from BigChange.

Offering the full range of environmental protection services including bird control, fumigation, grounds maintenance and cleaning, Dealey has been pioneering environmentally friendly products and service since its inception in 1954. Using the BigChange platform, Dealey has further improved its green credentials with a significant reduction in paperwork and has boosted its customer experience with automated reporting.

Martin Cobbald, Managing Director of Dealey Environmental commented:

“Before BigChange we were killing trees not just pests! We consumed paper at an unsustainable rate and not only was this bad for the planet it was bad for us and for our clients. We had paper everywhere, except where it was meant to be, and it took a huge amount of my time to schedule jobs, manage the team and liaise with clients.

He continued:

“Around this time, I was introduced to the concept of ‘lean management’ which focusses on continuous improvement and optimising resources, I was also recommended BigChange and realised the fit between our aspirations, the model for a successful business and the BigChange solution, and we haven’t looked back.”

Dealey Environmental, based in Suffolk, offers a wide range of services in the field of pest control and wildlife management. Serving clients in the food manufacturing, bioscience, farming and haulage sectors – in fact any business with pests, Dealey is one of the few companies that will look to address the cause of an issue rather than just the manifestation. Where remedial action is required Dealey uses the best equipment with the latest chemicals and adheres to the most stringent audit standards.

Since implementing the single platform CRM, Job Scheduling, Live Tracking, Field Resource Management and Online Portal, from BigChange, Dealey records all customer interactions, automatically schedules routine tasks and captures site visit records, including photographs, for auditing and reporting. HR uses vehicle tracking reports to further reduce paperwork and reduce the monthly payroll resource and the online library has made new recruitment inductions and training more efficient and effective.

Cobbald concluded:

“Since the first meeting BigChange talked our language making an effort to understand our business and our needs. There is always someone available with guidance, insight and patience, and I know that as we continue to grow BigChange will grow with us.”

Pinnacle Group has transformed its customer experience and increased operational efficiency following the implementation of the latest field service management software from BigChange.

Supporting over 300,000 homes, 200 schools and 100 public and private buildings, Pinnacle is one of the UK’s largest facilities management providers. Using BigChange, Pinnacle has achieved a significant improvement in transparency and communication with clients by delivering live operational information and has overcome challenges resulting from the pandemic which saw a reduced workforce facing an increased workload.

Raaj Bharania, Pinnacle Group Business Manager commented:

“Since implementing BigChange we have seen real time savings and productivity gains resulting in better quality of service, reduced resources and costs, and increased client and customer satisfaction. This can be directly translated into contract extensions and new contract awards.”

Pinnacle is a community-facing, people-first business that delivers, manages and maintains communities and places – including multi-tenure housing, schools, open spaces, public and private buildings, retail schemes, distribution centres, manufacturing plants, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Formed in 1994, Pinnacle operates nationwide with major hubs in London, Chelmsford, Slough, Birmingham, Leeds, Morecambe, Stoke and Carlisle. Pinnacle provides integrated Facilities Management across all sectors and the frontline operation makes around 1,400 call outs per day with an 80/20 split between scheduled and reactive.

Since implementing the complete job management solution, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management and business intelligence in one simple to use and easy to integrate platform, Pinnacle can record, monitor and control every task in real-time. Details of site inspections and service delivery visits are captured, recorded and reported, complete with before and after photos, using a traffic light system allowing operatives to self-certify works.

Area Manager Marcin Rosiak said:

“By giving clients access to the BigChange platform we have been able to reduce the time spent monitoring and reporting as they can access the information they need when they need it.”

Whilst Business Manager Seundouss Laroussi added:

BigChange has been transformational for us, and our clients, and we cannot imagine our operation without it!”

BigChange has already been deployed on over 90 percent of Pinnacles soft FM contracts where it has been tailored to meet specific KPIs, SLAs and reporting requirements and roll out on the remaining 10 percent is ongoing. Further planned work includes the transition to a completely paperless operation and the use of BigChange to improve workforce engagement and health and safety management.

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. Since deploying the BigChange job management platform, Trustee has also been able to deliver significant improvements in customer service by providing digital, real-time reporting from service engineers using mobile devices linked to live vehicle tracking.

Trustee is a fire and security specialist first established in 1978 and based in Orpington. The company provides solutions for both domestic and commercial properties with a range of services from fire and intruder alarms to CCTV, access control, automatic gates, fabrication and emergency lighting. Trustee embarked on a major business expansion drive 3 years ago and has since seen year-on-year growth.

Two years ago Trustee realised that their ageing legacy system could not cope with the expanding business. A new system was needed to provide a fully digital solution with high levels of automation, and a platform for future ambitious growth plans.

Nick Toomey, Director, Trustee Fire and Security says:

“We work in an industry bound by a lot of health and safety legislation and is broadly behind the times when it came to digital working; it was still an industry burdened with paperwork we knew that moving to a real-time digital reporting system was the future but finding a suitable system proved difficult. BigChange proved to be by far the best option and offers tremendous potential as the platform to transform this industry.”

BigChange brings together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, and business intelligence into one simple to use and easy to integrate platform. Trustee run a fleet of vehicles servicing clients across the south-east of England, with engineers equipped with rugged tablets for managing their jobs and reporting; the BigChange platform synchronises mobile devices and the central CRM so Trustee has complete visibility of all jobs.

Trustee particularly like the automated scheduling and routing, ensuring the best allocation of resources, optimised and backed with useful management information, such as the calculated cost of each job. Invoicing in BigChange is also much quicker and two-way integration with Xero accounts software means BigChange provides a completely seamless end-to-end business solution.

Toomey comments:

“BigChange has enabled us to eliminate paperwork and completely digitally transform the way we work. That has led to productivity gains across the office and field service operations of around 25 per cent. However, it’s customer service where the greatest benefits are being realised. Customers are very impressed with the provision of instantly updated data from our engineers and automated communications,”

On the fleet side, Trustee’s engineers use their tablets to record their vehicle safety checks and tracking provides useful safe driving performance statistics, as well as keeping customer services informed of the location and progress of all engineers. BigChange software guides engineers with workflows to ensure procedures are followed and all data is complete, ensuring consistency and quality. Future implementation will address the stringent fire and security compliance reporting.

Toomey adds:

“BigChange is a great business tool as we can see everything going on, in real-time and 24/7 from anywhere by just connecting online. That also makes business expansion so easy, it is just the case of adding another user. It’s certainly broken down traditional IT barriers and we’ll be able to expand freely whether it be through organic growth or acquisition”

Dock Solutions, a specialist in the manufacture of dock levellers and loading bay equipment, is set to increase turnover by over 85 per cent since implementing the latest field service management software from BigChange.

Using the complete Job Management Platform, Dock Solutions has transformed its previously paper-based management process reducing costs and increasing efficiency. BigChange has also helped Dock Solutions improve communication between field-based personnel, back-office staff and the end customer, which is helping to minimise downtime and raise customer service levels.

Lee Brownson, General Manager of Dock Solutions commented:

“We initially selected BigChange for its live tracking as the mapping of vehicles and reports were far superior to the solution we were using, however, with training and support from BigChange, we saw the potential of the platform across different aspects of the business and are beginning to use more of its functionality which is realising more benefits.

“Using BigChange we no longer need to produce the weekly paperwork in advance. Not only was this costly and labour intensive it was very rigid and didn’t allow us to react to changing workloads or priorities. BigChange also improves visibility of the field service operation and allows us to communicate more efficiently internally and with customers.

“To summarise I would say that BigChange saves us time and money processing business critical information and makes it easy to access!” he continued. “This has without doubt contributed to an increase in turnover post Covid by over 85 per cent underpinned by a rise in production of nearly 300 per cent.”

Based in Gloucestershire, Dock Solutions was formed in 2004 and has seen continuous growth since its inception. Specialists in loading bay equipment and industrial doors, Dock Solutions manufactures, installs and services loading bay equipment including levellers and lifts, rising arm barriers, dock bumpers and industrial doors for customers such as Bentley Motors, Halfords Group, Marks and Spencer and Pepsico International. Dock Solutions operates across the UK and currently employs around 40 full time staff including welders, electricians, engineers, salespeople and administrators.

Using the single platform CRM, Job Scheduling, Live Tracking, Field Resource Management and Online Portal, from BigChange has allowed Dock Solutions to move away from paper-based management with automatic job scheduling and reporting. Dock Solutions is also using BigChange’s CRM functionality to manage its growing customer base and communicate important product and service announcements and hopes to implement additional functionality including financial management such as payments and invoicing.

Lee Brownson concluded:

“As the UK manufacturer of dock levellers and dock shelters, we can offer our customers the right solution and bespoke service for their projects. With the support of BigChange, and their excellent customer service, we have never hit an issue that was not reacted to positively and promptly.”

Industrial doors company Complete Shutter Services has doubled its business and boosted productivity by 20 per cent since implementing field service management software from BigChange. Providing a complete job management platform, BigChange cloud-based office software synchronises with a rugged tablets used by field operatives to provide real-time 24/7 visibility of every job nationwide.

Established 35 years with headquarters and factory in Rotherham and a factory in Harlow, Essex, Complete Shutter Services designs, manufactures, installs and services door systems for clients including BP, Shell, Jewson, Homebase, Marks and Spencer and the Co-Op.

Paul Quealey, MD, Complete Shutter Services commented:

“We’re in an increasingly competitive market and it is crucial to keep ahead”.
“Our clients are also now much more demanding when it comes to reporting on jobs – they expect accurate and real-time reports. BigChange allows us to do just that and the platform is so easily adaptable that we know we’ll be able to meet any client need.”

According to Quealey, the biggest impact of BigChange has been in improving the quality of its services. The software guides field operatives through procedures on site ensuring everything is done correctly with consistent and complete reporting every time; backed up with time recorded before and after photographs.

Quealey explained:

“We’ve possibly increased the quality of our services by 70 per cent with BigChange. That’s key to retaining and growing our business and the way we have deployed BigChange gives us a key competitive advantage.”

Complete Shutter Services was one of the first adopters of BigChange and played a central role in developing the platform for use in the industrial doors industry. BigChange is a complete job management platform bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, and online portal into one simple to use and easy to integrate platform. Jobs are automatically allocated based on real-time engineer availability, skills, live location and parts stock. This is significantly increasing productivity; minimising customer wait time and driving first time fix at competitive cost for clients.

Quealey continued:

“BigChange has delivered huge cost savings and we’ve increased productivity in the office by at least 20 per cent and we’ve made similar gains in terms of the number of jobs completed daily”.
“It’s also made business expansion very easy. New engineers can literally be up and running in minutes using the very easy mobile app. And when we opened a new office in Harlow, we just connected online to access the cloud-based software giving all the IT we needed, instantly.”

Complete’s field engineers use the platform to complete their timesheets and vehicle checks, before instantly accessing job information. Linked to vehicle trackers, the software provides navigation with live traffic to ensure the best route is taken and customers receive ETA updates by text and email. On arrival, engineers can create instant estimates and the app guides them step by step through health & safety and job-specific workflows including photo capture. On completion, the system generates job-cards that are automatically shared via a customer’s booking portal or via email.

Quealey concluded:

“Invoices can be raised immediately on job completion and since the system allows us to provide such good proof-of-service, disputes are very much a thing of the past. For management, BigChange really does bring peace of mind. We’ve got access through a BigChange management smartphone app that gives us complete round-the clock visibility of everything going on. It means we are always in control and able to provide the high levels of service whatever the operational challenges.”

National Maintenance, the Nottingham-based national facilities management company, has successfully rolled out a new field service management system from BigChange. With BigChange software, field operatives using rugged tablets are connected in real time to the office as part of a complete job management platform.

National Maintenance provides repair, refurbishment and maintenance services for the private and public sector. Clients include Barratt Homes, St Andrews Healthcare, nursery group Busy Bees, and Nottingham City Council. The company, which has seen a 40 per cent year on year growth since formation in 2009, implemented BigChange early in 2021 to provide a platform for further expansion nationally.

National Maintenance embraced technology right from the start with paperless working in the office. However, with ambitious plans to expand and a need to meet more stringent reporting requirement of clients operating nationally, the company needed to overhaul its systems.

“We looked at a number of systems, shortlisting two. We initially made the wrong decision and after 6 months of frustration we realised it was a mistake and we switched to BigChange,” says Jon Johnson, MD, National Maintenance Ltd. “That has proved to be the right decision; BigChange has proven to be much easier to use and implement and crucially, support has been exceptional.”

BigChange is a complete job management platform bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, and online portal into one simple to use and easy to integrate platform. National Maintenance has now been able to consolidate all of their business automation needs into one system and BigChange also integrates with their Xero accounts software.

Johnson explains:

“We’ve only really just become aware of the power of BigChange; it really is an all-in-one business solution. It provides a seamless flow of real-time information from initial job booking, to field operations, to finance and management and onto our customers. It’s already reduced office and accounts administration by 50 per cent.”

National Maintenance undertakes scheduled and reactive work with field operatives receiving and managing jobs on their tablets. The job management software automates every conceivable task in the field, replacing paperwork with real-time electronic reporting synchronised with the central BigChange platform. Uses includes daily van checks, risk assessments, job sheets supported with time and location tracking logs and before and after photographs.

Johnson comments:

“The industry has become a lot more demanding and providing real-time, evidence-supported, digital reports is becoming the norm. The platform does literally everything and creating job sheets for different tasks has been really easy; it gives us a true future-proof solution to meet any client need and freely expand the business”

National Maintenance particularly like the way BigChange boosts the quality and consistency of reporting through the use of workflows. It guides the operator step-by-step and disallows anything to be skipped; something that’s also very useful for training new recruits.

Johnson adds:

“From a business perspective BigChange is a game-changer. Being cloud-based and mobile we’ve been able to set up a new office literally in a day and get new field operatives up and running in a few hours. I can also use the management app on my phone to keep a watch on everything going on, 24/7 from anywhere.”

Powered access company Quick Reach has reduced its environmental impact, improved operational efficiency and has achieved a significant growth in income using the latest field service management software from BigChange.

Since implementing the complete Job Management Platform, Quick Reach has transitioned to become virtually paperless, contributing to a reduction in the hire company’s carbon footprint and supporting its green aspirations. BigChange has also powered improvements in efficiency resulting in an increase in the number of deliveries, collections and repairs completed each day and has realised a 200 per cent increase in damage charges.

Jim Dorricott, Operations Director at Quick Reach commented:

“As we have grown, from a single site operation to a strategic UK wide network of depots, we have had to change the way we manage the field operation. Prior to BigChange everything was paper based, and each depot managed themselves. When we launched a central hire desk and a dedicated technical support centre, paper was no longer an option as it was just too labour intensive and environmentally damaging.

He continued:

“Using BigChange has certainly been a big change. All information is now held centrally and can be accessed whenever it is needed, by whoever needs it. This has resulted in significant improvements in operational efficiencies evidenced by an increase in the jobs completed each day. We also have automated alerts and notifications allowing us to react and respond to any issues as they occur and the ability to capture and record information, including photographs, at every stage which has resulted in the tripling of our damage charges.”

Formed in 2014 by brothers John and David Barton, Quick Reach has grown and is now widely recognised as one of the top powered access companies in the UK. With a wealth of experience in the plant industry, Quick Reach offers contract hire and sale of a complete range of powered access equipment including the latest hybrid platforms. Quick Reach supports customers with a comprehensive training programme ensuring compliance with the latest Working at Height Legislation and unique service and maintenance packages including statutory equipment inspections.

Using the single platform CRM, Job Scheduling, Live Tracking, Field Resource Management and Online Portal, from BigChange has transformed the management of Quick Reach’s delivery and service operation with drivers and engineers armed with mobile devices. Job sheets and schedules are automatically allocated and shared and proof of delivery and customer sign-offs are digitally captured and centrally stored. Quick Reach also relies on BigChange to manage aspects of its workforce health and safety monitoring with daily vehicle and driver and checks.

Dorricott concluded:

“BigChange has completely changed the way we operate – for the better! It’s easy to use, reliable, can be configured to just the way you need it. The support is first class and as we continue to grow so will our use of BigChange.”

Whole house energy efficiency company Union Technical, has achieved international accreditation and compliance with the latest government standards using field service management software from BigChange.

The retrofit contractor, which works with energy companies, housing associations and local authorities across the UK, recently achieved ISO accreditations for its working practices. Using the BigChange complete Job Management Platform, Union Technical is also one of the first to adapt and comply with the new Industry Standards PAS 2035.

Suzanne Coyle, Director of Glasgow-based Union Technical commented:

“BigChange has been part of our journey for many years and has helped us transition from start-up to nationwide service provider with a team of over 100. In the last 18 months the impact BigChange has had on our business has been exceptional.

She continued:

“BigChange helped us respond to the challenges of COVID and the impact this had on day-to-day working practices, using BigChange, our field-based teams were able to conduct initial home visits, site surveys and installations, capturing photographs and non-contact signatures without risk to themselves or the homeowners.

“BigChange was also an integral part of our ISO success and has been fundamental in our ability to adapt to and comply with the new standards for retrofit projects, which came into effect this summer and are designed to protect the customer as our industry scales-up to deliver services to around 27 million homes over the next thirty years.”

Using the single platform CRM, Job Scheduling, Vehicle Tracking, Mobile Workforce App and Online Portal, Union Technical manages every customer interaction. From identification of households that could benefit from energy efficiency measures through first point of contact to installation, every communication is recorded, and all data logged, in real-time, to the central BigChange system. Field staff, armed with tablets, follow prescribed workflows to assess a property’s suitability for improvement considering potential risk factors and individual circumstances.

Using BigChange, customer service advisors review captured information and make an initial assessment before booking a full, whole-house survey. Data captured at this stage is then reviewed by the Retrofit Co-ordinator and used to assist in creating a design specific to that property detailing the improvement requirements and options. BigChange is also helping Union Technical evaluate and monitor works and create custom reports for both internal management and stakeholder engagement.

Coyle concluded:

“We continue to take a whole-of-house, whole-of-lifetime approach to our services and BigChange does it exactly the same, from start to finish, for every job at every house, BigChange helps us capture the right information, at the right time and makes it easy to access and easy to report on.”

Using the latest mobile workforce management technology, sewerage solution specialist Jet Aire Services has eliminated virtually all paper from the management of its full-turnkey drainage service.

Using the 5-in-1 cloud-based BigChange system, Jet Aire – which operates from a headquarters in Leeds with an additional base in Middlesbrough – now has complete, real-time visibility of its mobile workforce and has improved efficiency across the entire service operation. Responding to around 30,000 planned and reactive callouts each year, Jet Aire is also using BigChange to improve workforce health and safety and boost customer service.

Jet Aire Chairman Charlie Kirk commented:

“BigChange is part of our continuous evolution as a pioneer in drainage solutions. As we evolve so does BigChange, and, with support at every level from the highest management who have a ‘roll up the sleeves and make it happen’ attitude right through to the Roadcrew team for whom no question is too small, we know that BigChange will be with us at every step of our journey.”

He added:

“Using BigChange we have automated around 99 percent of our workflows. This not only reduces paper and the environmental impact of our working practices it also improves visibility, accuracy and currency of information, as data is recorded as it happens, reducing the potential for errors, and is available 24/7 from any internet connected device. This proved especially useful during COVID restrictions when a lot of the workforce was working remotely.”

Jet Aire Services has been devising drainage systems and solving drainage problems for over thirty years. Working with water companies, housing developers, high street names as well as public sector organisations and individual householders, Jet Aire provides a full range of services from drain cleaning and coating to prevent issues, emergency call outs to unblock drains through to fault diagnose and repairs with CCTV surveys, sonar tracing and no-dig remediation.

Jet Aire operates a fleet of around 50 vehicles from its two sites and has invested significant resources, including more than £1m during the pandemic, ensuring they are fully equipped. Units include CCTV equipped Van Pack Units and all-terrain vehicles, Jet-Vac units ranging from 18T to 32T and the only JHL Flexline 414 Recycler Unit in the North of England.

Prior to the implementation of BigChange, Jet Aire relied heavily on paper schedules, job sheets and reports with only limited automation of workflows in the back-office operation. Providing a single platform CRM, Job Scheduling, Vehicle Tracking and Mobile Workforce App, BigChange has transformed this with routine work automatically scheduled potentially months in advance, emergency callouts allocated by equipment availability and location, and job sheets sent directly to a worker’s mobile device.

Field staff equipped with BigChange tablets can also access site information and previous callout histories, and record detailed job completion reports, including photographs, in real time. This is not only improving efficiency across the operation, but is also boosting customer service with faster query resolution and improved data sharing.

For more information on Jet Aire Services, visit www.jetaire.co.uk

Celsius Plumbing and Heating has built a reputation as one of Edinburgh’s leading service companies having identified an opportunity amongst homeowners for the type of professional plumbing and heating service normally reserved for demanding ‘big contract’ commercial clients.

Formed back in 2007 Celsius emerged out of the financial crisis as one of a new breed of small businesses in an industry previously dominated by large companies. The challenge for Celsius was working out how to achieve the desired levels of service as a relatively small and new player in the market.

The solution was to adapt new cloud and mobile technology to bring, for the first time, large company service levels to the domestic market. Celsius realised technology could provide a level playing field for smaller businesses wanting to grow. The first task was to move away from the cumbersome paperwork that burdened businesses like Celsius and the company made an initial switch to digital working with a system that was later replaced.

Michael Cairns, Director of Celsius Plumbing and Heating said:

“Over time we began to realise our first software supplier was not meeting our expectations and support was frustratingly slow, by chance we came across a completely new system that looked fantastic. Although the product was still evolving, the company behind it clearly had the vision and ambition to build something that would be clearly streets ahead of the competition. So, in a leap of faith, we signed up. That was back in 2016 and the company behind the development was BigChange.”

Celsius was one of the first adopters of BigChange and the company has played a key part in developing the system for the heating and plumbing industry. The company has since transformed its business with the 5-in-1 field service management software system; a cloud-platform for CRM, job scheduling, mobile working, vehicle tracking and management reporting. BigChange also integrates with Xero account software giving Celsius completely seamless digital solution from job booking to completion, eliminating paperwork at all stages.

Engineers are equipped with rugged Samsung tablets running the BigChange mobile app. This provides useful workflows to take engineers step by step through the correct procedures onsite. Digital job cards and inspection sheets are enhanced with photographs and GPS location data for proof of service and compliance. Celsius also use the BigChange ‘No Touch’ app allowing customers to remotely sign off work from their own smartphone.

Cairns says:

“The BigChange mobile app really is a ground-breaking innovation for service companies like us, it is so easy to use and customise that it can be used for absolutely every task, completely eliminating paper and ensuring consistent reporting from everyone. And it’s synchronised in real time with our central BigChange management system so we have complete visibility of everything going on, 24/7”.

Celsius believe the greatest business benefits come from automation of tasks that previously took a huge amount of time.

“BigChange now automates a raft of key processes to significantly improve our business performance, boosting our productivity, customer service and sales. We’ve also set up over 100 alerts allowing us to keep our fingers on the pulse 24/7,”

says Cairns.

Previously Celsius would call around customers when their boilers were due for their annual service. It took a huge amount of time and numerous attempts to get hold of people and secure a booking, especially when dealing with tenants. The whole process has now been automated with the software generating appointment offers.

“Running a service list was a frustrating and slow process until we automated the communications using BigChange. The system now automatically generates scheduled appointment offers making it very easy for the customer to just say ‘yes’. As a result there has been a huge improvement, with our service booking success rate increasing from 20 per cent to 90 percent,”

“BigChange has improved job allocation, scheduling and provided a much slicker paperless reporting process. We used to average 6 jobs a day but now we are doing 7 or 8 meaning that our engineers are often 30 percent more productive.”

“In the office the productivity gains are even greater. With a single, paperless system, BigChange has not just cut administrative work but, through automation, we have significantly reduced the customer calls we make. Saving all that wasted time – we are certainly 40 per cent more efficient – it has in effect freed up two members of staff to focus on important things like customer service.”

BigChange vehicle tracking provides a live view of whereabouts of all engineers and customers receive ETA messages auto-generated by the system.

“Customers love the system, It’s really easy to book a date and time online and with ETA notifications on the day they know when an engineer will arrive; they don’t need to waste time hanging around wondering when someone will turn up.”

Celsius has also used BigChange to improve and automate quoting which has significantly improved both the speed and level of quote acceptance and through instant access to product information and pricing, upselling is now much easier.

“The BigChange Road Crew support is excellent. We were increasingly frustrated with our previous software supplier taking ages to return calls; now we can call anytime and someone picks up straight away. Everyone is very professional and helpful.”

Recycled aggregates and waste management specialist Brewster Bros. has doubled its business with the help of the latest mobile workforce management technology from BigChange.

The cloud-based system has completely automated the sales process, from initial enquiries through to order fulfilment and invoicing, as part of a move to paperless working. Providing an end-to-end solution, BigChange is also reducing the back-office administration required to manage the mobile operation and is improving customer service with an online booking and tracking portal.

Scott Brewster, Managing Director of Livingston-based Brewster Bros commented:

“We initially introduced BigChange’s JourneyWatch product when we took over the company a few years back to monitor driver behaviour and track our vehicles”.

“We just needed to know who was doing what, where and when! However, after six months we realised the full jobbing system has so much more to offer. BigChange is now fundamental to our business and has helped us grow the operation by around 100 per cent from 2018 to 2020.”

A resource management company for the construction industry, Brewster Bros operates across the central belt of Scotland. Offering environmentally compliant waste disposal as well as supplying quality recycled aggregate products, Brewster Bros. can transport up to 500,000 tonnes of waste and product per year in its fleet of HGV tippers.

Brewster continued:

“Heavy bulk haulage is quite different from other types of haulage as it is local, high frequency work and our drivers have to return to base and/or visit the same customer site multiple times per day. “

“Prior to BigChange we were heavily reliant on large volumes of paperwork which could be incorrect, incomplete or even go missing, and therefore consumed a significant amount of back-office resource to support.”

Brewster concluded:

“Using BigChange, we have complete visibility of the whole transport function of the business. We know where our vehicles are, how they are being driven and even when they tip! We capture this data, including complete proof of delivery and waste transfer note evidence, to improve our customer service offering, ensure regulatory compliance and expediate our accounting, which is improving cashflow and in turn fuelling continued business growth.”

Providing a single platform CRM, Job Scheduling, Vehicle Tracking and Mobile Workforce App, the BigChange solution is further supporting Brewster Bros as the business continues to expand. It is hoped the recently introduced BigChange powered portal will help customers self-serve, booking and tracking collections and deliveries online, and automating waste transfer and delivery notes and invoices.

Brewster Bros. vehicle using BigChange to boost efficiency

Security specialist Securitay has witnessed a 10 per cent increase in revenue following the introduction of mobile workforce management technology from BigChange. By switching from paper-based planning and reporting, Securitay has improved the efficiency of job allocation, completion reporting and invoicing, which has resulted in a significant increase in income from the existing client base.

The Dundee-based company has also been able to respond to an exponential growth in demand, because of COVID restrictions, without having to employ additional staff.

Richard Jennings, Deputy Managing Director at Securitay commented:

“To put it simply BigChange allows us to do more with less, with BigChange we can empower every team member to do what they are employed to do rather than spending time on paper forms and reports, and, because everything is automated, there are less mistakes and fewer omissions.

He continued:

“BigChange works across the operation from senior management looking at contract reporting and KPI’s, to Emergency Response Officers accessing schedules and filing job reports, HR use BigChange, Accounts use BigChange, Sales use BigChange, we use BigChange to manage our fleet and our drivers, and we use BigChange to communicate internally and with clients. In fact, I’m not sure how we managed before BigChange.”

Securitay provide a range of security services covering guarding, mobile patrols, key holding, lone worker, and CCTV Monitoring. Working with clients such as the NHS, Arnold Clark, Graham & Sibbald and various local authorities, Securitay also subcontracts for G4S, Mitie and Securitas, offering a local solution for national contracts. With offices in Aberdeen, Dundee, and Inverness, Securitay currently employs more than 100 operational staff supported by a back-office team of around 20.

Using the single platform CRM, Job Scheduling, Mobile App, Vehicle Tracking and Online Portal, from BigChange, Securitay has completely transformed the management of its mobile operation from paper forms and reports, produced in Word and Excel, to a fully automated planning, scheduling and reporting workflow. Real-time updates combined with easy access to time-critical information, enabled the company to respond to a 30 per cent increase in demand for key holding and void property services, due to COVID-19 restrictions, using the same workforce.

BigChange also supports Securitay’s SIA (security Industry Authority) Approved Contractor Status and its vision to improve standards across the private security sector.

Jennings added:

“The health and safety of our staff and customers is an integral part of our success. Using BigChange we can undertake regular driver behaviour, welfare and lone worker checks, allowing us to identify and resolve any issues before they become problems. This is evident in our staff retention and our published Corporate and Social Responsibility to the communities in which we work. BigChange has also allowed us to manage new staff inductions, ongoing training and appraisals, safely and on-time, whilst maintaining a complete audit trail.”

Magicman, the company that repairs almost any hard surface ‘back to new’, has transformed its nationwide repairs services with a 5-in-1 system from BigChange.

Providing a single cloud-platform for CRM, job scheduling, mobile app, vehicle tracking and management reporting, BigChange provides Magicman with real-time 24/7 visibility of operations, improved control, customer service and productivity.

Established for over 25 years, Magicman has built a reputation as the go-to company for hard surface repairs having developed techniques for the complete repair/restoration of anything from ceramics to wood, stone and acrylic surfaces. Magicman’s innovations and craftsmanship have led to a resurgence in ‘repair don’t replace’. Enabling domestic customers, insurers, construction companies and cruise ship operators to save up to 80 percent against the cost of replacement.

Over the years Magicman has used various CRM and booking systems. It has been a struggle to find a system that integrates with other systems and fully meets their needs. However, after a number of years the company became frustrated with progress and took a fresh look at commercial offerings.

Discovering BigChange was a complete revelation according to Niall Pollard, Head of Magicman Insurance Services:

“With BigChange we had at last found a system that could be adapted to meet our needs and with worksheets and reports that we could easily customise ourselves. The fact that it was easy to use was also a big bonus as we knew there would be resistance to change from the previous system that had been used for many years”.

BigChange is used as a complete end-to-end solution for the business, integrating with Sage for accounts. Magicman services both business and domestic customers and there is a growing insurance division; an area where BigChange has been particularly useful due to stringent operational and reporting requirements.

Magicman has a large fleet with multi skilled technicians working remotely across the UK delivering a fast-response service. Work can include almost anything from cracked sanitary ware, chipped or burnt worktops, damaged UPVC window frames, damaged stonework to high quality refurbishment within international cruise ships all around the world. In addition to indistinguishable repairs, there are savings on cost, customer disruption and of course landfill when avoiding the replacement of damaged items.

Jobs are booked into the BigChange CRM and then scheduled to the nearest available technician who receive the worksheets on their mobile phones. Using the BigChange app, technicians have a handy tool that replaces all previous paperwork, providing navigation to site, risk assessments and job sheets supported with before and after photographs to show work completion.

The biggest benefits for Magicman come from the visibility that BigChange provides, allowing management and customer service teams to see where technicians are, the real-time status of each job and the ability to easily book in new work from a well categorised outstanding work system.

Niall Pollard commented:

“With BigChange we are much more efficient. In the office we have been able to re-deploy 2 or 3 staff by eliminating paperwork and the insurance team is saving several days’ work a month providing monthly reports and real time data to insurers with a single click, it’s still early days and there are many more useful features we have yet to use. BigChange is however a key to productivity and our efficiency has certainly improved, wasting a lot less time now.”

Repair service magicman deploys bigchange

Home services company SES Home Services is undertaking a business-wide digital transformation project using mobile workforce management technology from BigChange.

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Electrical contractor MEDLEC has seen a 40 percent improvement in worker productivity since introducing a mobile workforce management system from BigChange.

The 5 in 1 system has allowed MEDLEC to completely eliminate paper by equipping field engineers with mobile devices linked to vehicle trackers giving the company real-time 24/7 visibility of the status of all jobs.

MEDLEC is a fast-growing multi-discipline electrical contractor covering the South of England. Although MEDLEC works in all sectors, they specialise in retail, hospitality and leisure, operating across a variety of facilities and sites. Working closely with prominent companies such as Mitchells and Butlers – whose headline brands include All Bar One, Miller and Carter, Harvester, O’Neil’s and Toby Carvery – MEDLEC also work for Everyman Media and famous Michelin Star restaurants.

“BigChange really has transformed the way we work, having replaced all the paperwork our engineers and admin staff had to process, therefore making our working day more productive”
Christian Tonna, Managing Director of MEDLEC.

“The system has put an end to laborious paperwork and data entry, and as jobs come in they are instantly available to our engineers. It means we can be more reactive and efficient with our time, therefore around 40 percent more productive, allowing us to take on more work with the same resources.”

BigChange is an all-in-one platform CRM, job scheduling, mobile app and vehicle tracking and management reporting solution, and it manages all of MEDLEC’s stringent compliance requirements. As part of a seamless end-to-end business solution, MEDLEC has taken advantage of full integration with their Xero accounting software with a new API interface that gives improved management insight into financial performance. MEDLEC first implemented BigChange in 2018.

MEDLEC offers a rapid response service, so being informed and in control is crucial to delivering good customer service. BigChange means that the company is better equipped to deliver that service and now achieves a 92 percent first-time fix rate across 120 jobs a day. It also ensures there is complete transparency across operations. Clients are kept informed instantly, receiving ETA updates and completed job sheets that include time-stamped and geo-located photographs captured on the engineers’ tablet.

Tonna commented:

“BigChange gives us complete visibility, and we can access everything we need anywhere, at any time. It’s really the ultimate management tool and enables us to deliver an exceptional level of service at the same time as making us a lot more efficient. This is an advantage for both the client and us and we couldn’t be happier.”

MEDLEC also discovered an added bonus from being a BigChange customer, and that was the BigChange Network that connects other BigChange users across the country. Through the network MEDLEC recently connected with SES Homecare, a major provider of plumbing and heating services also headquartered in Surrey.

Tonna explains:

“Thanks to the BigChange Network, we are now the recommended SES Homecare contractor for electrical services, which has been fantastic to offer our services and the best thing is our engineers use exactly the same BigChange platform, so for SES, it is completely seamless with reports being received in exactly the same way as reports from their own engineers.”

After-care specialist A&S Contractors has turned to the latest technology to improve the management of its nationwide workforce operation.

The roll out of a 5 in 1 BigChange mobile resource management system, which sees 65 technicians equipped with rugged tablets, is boosting customer service and efficiencies on site with productivity gains of 20 percent.

Established just 7 years A&S Contractors has become a leading player in the fast-growing market for new build after-care. The company works with the major house builders, such as Taylor Wimpey, Countryside, Bellway, Vistry and McCarthy & Stone. A&S employ multi-skilled and specialist trade teams to work alongside the customer service and construction departments, carrying out NHBC remedial claims, assisting with high volume build programmes, remedial repairs and providing a technical report facility.

Providing a single cloud-platform for CRM, job scheduling, mobile app, vehicle tracking and customer portal, BigChange provides A&S with real-time 24/7 visibility of operations, improved control, customer service and productivity. BigChange, which replaces a previous workforce management system, also links seamlessly with Sage accounts.

Sean Coldrick, Managing Director at A&S Contractors stated:

“Delivering an exceptional service and best value is our mission and we need a system that would support that.”

“More than anything we chose BigChange because the system was clearly backed up by real people; a team of professionals that have since proven to be invaluable in the roll-out of the system.”

A&S employs 65 mobile technicians able to deal with mechanical, electrical, gas, assisting their technicians covering all other building trades. The company sets itself apart in the market by being able to provide a turnkey operation.

With a head office near Chester, the company has expanded from the North West to the North East and to the Midlands, recently opening a new office and national training centre in Market Drayton. BigChange is having most impact on the mobile workforce and fleet operations, improving job scheduling, resource allocation, health and safety and productivity, as well as reducing mileage.

Using the BigChange mobile app, engineers manage all work on-site aided by on-screen workflows to ensure all the correct procedures are followed and information recorded. It is completely paperless and job cards are completed with accompanying on-site photographs, generating contra-charge reports at the click of a button. BigChange also has fully integrated vehicle tracking, providing time and location data, routing, customer ETA alerts and driver performance reporting.

A&S is very enthusiastic about the BigChange customer portal facility, that will allow its customers to book jobs and access all information on their jobs. The system is also being used to overhaul stock management, with real-time stock control and replenishment enabling increased stock on vans and the ordering of parts and materials by engineers via their tablets, again increasing on-site productivity.

Coldrick continued:

“BigChange has allowed us to really streamline our mobile operations. Technicians are now much more self-sufficient; journeys to the depot are rare, first fix rates are improved and there are fewer wasted hours. We are already seeing workforce productivity up by around 20 percent.”

“We know we are at the forefront of the new build after-care industry and we see BigChange as an important partner. Like us they have a forward vision and ambition to grow; that fits very much with our own ambitions.”

Working alongside their customer base, A&S has developed technical innovations such as special glue bond procedures to resolve microcracking, and the bespoke on-site fabrication of retrofit cavity trays. The innovations not only improve remedial work but also provide long-term solutions to provide best value for clients and their customers. The implementation of the new mobile technology has been the obvious next step.

A&S Newbuild Aftercare employee driving a branded van

Facilities maintenance service company Clearground is using workforce management technology from BigChange to improve health and safety across its nationwide operation. Specialising in waste management, commercial window cleaning and drainage services, Clearground is using the cloud-based, 5-in-1 solution to ensure the safety of operatives with automated, dynamic risk assessments.

BigChange is also helping Clearground identify potential issues at customer sites with intelligent incident analysis, comparing callout rates between similar sites and reviewing historical and current activity.

“Safety and compliance are key to the welfare of our staff and customers and also to the success of our company, in fact, it’s one of the reasons we selected BigChange. The ability to create customised, dynamic risk assessments and make their completion on-site mandatory goes beyond other systems we looked at. It is more than just a box ticking exercise; it means our operatives really must consider the environment in which they are working and understand what risks that may pose.”
Claire Piercy, General Manager at Wirral-based Clearground.

She continued:

“BigChange also helps us look after our staff and customers in other ways, the driver behaviour alerts allow us to identify driving styles that may lead to problems which, when combined with the scoring system, allows us to performance manage drivers to ensure safe working practices. From a customer care perspective, we can monitor the number and type of incidents in relation to agreed KPIs and work with clients to prevent future occurrences.”

From its inception in 2003, Clearground has expanded its operation and now works with organisations such as global student accommodation provider Campus Living Villages, residential rent developers Watkins Jones Plc and premium bar operators Revolution Bars Group. Working across the UK, Clearground provides facilities maintenance services including high-level access window cleaning, industry compliant kitchen extractor fan cleaning as well as industrial and high-pressure cleaning.

Clearground selected BigChange to replace disconnected systems used for timesheet logging, purchase order tracking and basic workforce management. A single-platform CRM, Job Scheduling, Mobile App, Vehicle Tracking and Online Portal, BigChange has already eliminated repetition of data entry between systems, reducing back-office resource and minimising the potential for errors, and has eliminated virtually all paperwork used in the management of the mobile workforce.

Clearground is also using the BigChange platform to schedule routine maintenance jobs and ad-hoc callouts, manage staff holidays, absences and sickness and provide automatic alerts for out-of-hours vehicle use or toll-road driving. Available from any internet-connected device, BigChange gives total visibility of the sales process, from initial enquiry, through quotation to invoicing, something Clearground plans to build on with pipeline analysis and automated marketing campaigns.

Piercy concluded:

“One of the major differences between BigChange and other suppliers is they listen and then they respond, and, like us, BigChange is a progressive company, so I am confident that as we continue to grow, they will grow with us.”

Fleet Dynamic, a commercial vehicle rental and leasing company, is using the latest mobile workforce management technology from BigChange to transform their fleet management.

Providing complete automation across the entire hire and leasing lifecycle, the cloud-based, 5-in-1 solution from BigChange has helped Fleet Dynamic switch to paperless working. BigChange has also contributed to a 30 percent improvement in workshop efficiency as well as a reduction in lost charges and operating costs.

“Before BigChange, all parts of the process, from hire request through to delivery ticket, were paper-based. We couldn’t attach additional information such as photographs, essential information including vehicle or customer details were often not captured and retrieving data to resolve queries was difficult, now, with BigChange, every time a customer account is touched, a digital record of the interaction is made, and every time a vehicle is sent out its every movement is recorded. This has helped us become paperless, which was timely in view of the pandemic as we wanted to eliminate the handling of paperwork to minimise the risk posed by the virus.”
Terry Stockwell, Sales and Marketing Director, Fleet Dynamic

With headquarters in Wigan, Fleet Dynamic was established in 2009 with the aim of providing customers with a one-stop solution for all their vehicle requirements. A comprehensive vehicle rental and leasing service includes cars, vans and a full range of specialist vehicles, for example 4 x4 double cab pickups and seven-seater welfare vehicles. The company also provides a range of interior and exterior corporate signage and Health & Safety signs as well as a ply lining business for bespoke vehicle interiors. Fleet Dynamic is a multi-award winning company and includes Manchester City Council amongst its client base.

Using the single-platform CRM, Job Scheduling, Mobile App, Vehicle Tracking and Online Portal from BigChange has enabled Fleet Dynamic to remove paper forms and reports from its hire and lease operation. Hire requests, delivery tickets, on-hire and off-hire details are all digitally recorded by drivers using mobile devices or office-based staff using PCs. This information is then available, 24/7, from any internet-enabled device giving management total visibility of the mobile operation. Fleet Dynamic also uses the BigChange asset tracking system to provide additional intelligence and security for its corporate account customers.

Stockwell continued:

“The capture and sharing of intelligence means we can effectively manage the fleet, monitoring downtime and forward planning for servicing and MOT events. This has contributed to more efficient use of workshop time with savings of around 30 percent. Additional savings have been achieved as a result of a reduction in missed recharges and the fact we no longer have to pay for specialist software, such as an HR platform, as BigChange does it all.”

Veriflo, a clean water and leakage management business, has experienced significant business expansion underpinned by mobile workforce management technology from BigChange. Operating across London and the South-East and West, Veriflo provides planned works, emergency response and risk management services for organisations such as Thames Water and Morrison Utility Services. As the business has expanded so has its use of the 5-in-1 cloud-based BigChange solution, with reactive planning and scheduling tools, real-time vehicle tracking and alerts for routine jobs and health and safety checks.

“We used to manage and communicate with our workforce using emails, messages and telephone calls. However, as our operation has expanded so have our requirements and BigChange has been a vital part of our business growth.”
Kirsty Scott, Director of Kent-based Veriflo

Operating a team of project and admin support, together with planned and emergency response field teams and project managers, Veriflo operates a 24-hour operation providing specialist clean water asset services including mains isolations, reservoir outages and asset investigations. Veriflo also supports civil engineering and water companies with disinfection services, hydraulic reports, and network risk assessments.

Veriflo uses BigChange across its mobile operation. An end-to-end, cloud-based solution, BigChange replaces paperwork and synchronises in real-time with centralised management software. Providing a single platform CRM, Job Scheduling, Mobile App, Tracking and Customer Portal, the BigChange solution is helping Veriflo plan routine jobs and emergency call outs, in real-time, and with complete visibility for both office and field-based staff.

“The role of BigChange within our business has been vital, without it we would not be able to plan as effectively, and the ongoing expansion of the business would have been a logistical nightmare. BigChange just fits with our people and the way we work, and it continues to adapt to our growing and changing requirements.”

BigChange also supports other aspects of Veriflo’s mobile operation with real-time GPS tracking for monitoring engineer’s driving hours and current locations, alerts for routine equipment testing and calibration and reminders for weekly vehicle checks. Veriflo has even used the BigChange mobile app to create a Health Check-in for all staff to ensure they are fit to work, complete with a checklist to make sure they have all the tools and equipment they need. This functionality has proved especially useful during the Coronavirus pandemic with technicians able to report symptoms and request additional safety equipment as needed.

Scott concluded:

“BigChange support is first-class. The RoadCrew team are quick to respond and there is always the sense that nothing is too much trouble.”

Jardak Services is using the latest mobile workforce management technology to improve visibility and reporting for its property support services team working with organisations such as Savills, Wickes and Tarmac.

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McNally EV, installers of electric vehicle charging points is using mobile workforce management technology from BigChange to power paperless working and reduce unnecessary mileage.

From lead management through to job completion reporting and invoicing, the cloud-based, 5-in-1 solution, provides a single source for all information needed to run the mobile workforce. Accessible from any internet-enabled device, BigChange is improving efficiency, boosting customer service and reducing the environmental impact of the business.

“We are committed to making the world greener by providing the infrastructure to encourage and make accessible the use of electric vehicles, and BigChange is helping us on our journey, using BigChange, we don’t need to produce unnecessary paper copies of work schedules and job completion reports and our installers and engineers are able to access relevant client records and technical documents, including photographs, through the mobile app. This makes them more efficient and is contributing to a reduction in mileage.”
Nicky McNally, Managing Director of McNally EV.

McNally EV is a Yorkshire-based, family run business which has been specialising in the installation of both commercial and home electric vehicle chargers for more than 10 years. Working independently and with national partners including the Shell group, McNally EV has installed over 9,000 electric vehicle charging points across the UK and is committed to improving EV infrastructure for all drivers.

“We trialled a number of systems but BigChange is the solution that consistently works well for us, the BigChange CRM functionality allows us to keep track of customers past, present and future, meaning our customer interactions are always informed and up to date. Our engineers can also check and allocate stock remotely, which leads to further gains in efficiency and is improving communication within the business.”

McNally EV uses the single platform CRM, Job Scheduling, Mobile App, Tracking and Customer Portal from BigChange to support all aspects of its business. Engineers working in the field can access work schedules, client records and stock levels whilst back-office staff and management have complete visibility of the mobile operation 24/7 from any location, allowing them to react to changing circumstances and keep customers informed.

“Being cloud-based is also an important factor for us, as an essential business, we needed to operate as normal throughout the recent lockdowns, and BigChange allowed us to maintain business as usual. BigChange is also extremely adaptable to the needs of our business, allowing flexibility in the way things are organised.”

The AFI Group, specialists in powered access equipment, is boosting the productivity of its nationwide team of engineers and drivers with workforce management technology from BigChange.

The cloud-based, 5-in-1 solution enables AFI to build custom workflows underpinned by job-specific documentation, contributing to a reduction in engineer call-outs. Improved planning and visibility have already boosted driver productivity by 30 percent and AFI is looking forward to further benefits as it introduces BigChange to other parts of its business.

“Working at height is a professional skill and as such it requires professional equipment, expertise and knowledge and BigChange supports that, with BigChange, we build our own workflows which means we only ask relevant questions and perform applicable tests; for example, if we are inspecting an electric machine why check fuel levels? It sounds obvious, but every question that doesn’t need to be asked or test that doesn’t need to be undertaken is time, and therefore money, saved.”
Chris Jowett, Group IT Director at AFI Group Services

Jowett Continued:

“This also leads to quicker fixes for our customers, we are only six-months into using BigChange for our engineers and we have completely re-written our breakdown workflows. As a result, we have seen a significant increase in the number of faults that can be fixed over the phone, meaning a customer can be back up and running, in a matter of minutes, without waiting for a site visit.”

AFI provide high-quality powered access machine hire and sales, industry-accredited training and health and safety courses to ensure that anyone working at height is doing it safely and professionally. From only three UK depots and 270 machines in 2002, AFI has expanded to 20 locations in the UK and six in the Middle East. AFI now has a fleet of more than 6,000 powered access machines, a team of 200 plus engineers, drivers and operators and provides training for more than 30,000 people each year.

AFI introduced BigChange to replace an existing workforce management system. By providing a single platform, CRM, Job Scheduling, Mobile App, Vehicle Tracking and Online Portal, BigChange has combined a range of functionality that AFI used to access from disparate systems. Planning for operators and engineers is now undertaken for the whole of the UK from central offices and management have complete, real-time visibility of every vehicle. AFI is also transitioning other aspects of transport management to BigChange, including PMI (Preventative Maintenance Inspection) scheduling, MOT and tax reminders and DVSA checks.

BigChange also powers a seamless, paperless flow of intelligence with improved access to and sharing of equipment or site-specific documentation using the mobile app whilst automatically generated alerts keep customers informed when a machine has been delivered, serviced or repaired and is ready for use.

Jowett concluded:

“The support we receive from BigChange is second to none, we have a dedicated account manager who truly understands our business and has helped us get the maximum return on our investment which is really helpful as new functionality is released every two weeks!”

ABird Power Solutions, part of HSS Hire, has used the COVID enforced downtime to transform the management of its mobile operation.

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Millane Contract Services is using BigChange mobile workforce technology to bolster workforce health and safety. The cloud-based, 5-in-1-system BigChange is being used to monitor driver behaviour, complete on-site risk assessments and ensure the company’s maintenance engineers are free from COVID symptoms and ready for work.

The BigChange system is also helping the multi-discipline building, roofing and maintenance company automate communications between staff, management and customers, which in turn is boosting job completion rates, speeding invoicing and improving cashflow across the Essex-based business.

Stephen Rickwood, Maintenance Manager at Millane Contract Services commented:

“Driven by the Board, we initially looked at BigChange last year.”
“At the time trade was impacted by the lockdown, as many of our customers are in the retail and hospitality sectors, so in a way that gave us breathing space to look at better ways of working and what’s important to our business.”

Rickwood continued:

“The main drivers for implementing BigChange were workforce wellbeing and business preparedness.”
“BigChange will help us ensure our workforce is happy, safe and well, and that our business is as ready as it can be for whatever the future throws at us as we return to the new normal.”

A family run business headquartered in Basildon, Essex, Millane offers a national service, 24 hours a day, 7 days a week, 365 days a year. The maintenance division, comprising a nationwide team of field-based service engineers supported by contract managers and a dedicated helpdesk team, provides both planned and reactive maintenance for brands such as Pizza Express, The Range, Cosy Club and The Entertainer.

BigChange provides a single platform CRM, Job Scheduling, Mobile App, Vehicle Tracking and Online Portal. Using the system, Millane has introduced a range of ‘start of shift’ checks for each remote worker ensuring they are ready to work and free of COVID symptoms. Vehicle and equipment checks are also in place and BigChange is being used by management to improve driver behaviour with alerts for idling, speeding and harsh braking, for example. The BigChange mobile app, can also be used to prompt engineers to complete on-site risk assessments and access previously completed method statements.

Rickwood concluded:

“Although our initial focus was our workforce and ensuring the business was ready to bounce back after lockdown, we know BigChange has so much more to offer.”
“We are excited to explore the full potential of BigChange and build on the processes and benefits already in place.”

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Heavy-lift transport specialist HTF has deployed the latest mobile technology as part of a real-time paperless system that has transformed the business in 6 months.

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Skratch AV, one of the UK’s leading innovators in audio video and digital signage, has achieved significant business growth and market prominence since implementing mobile workforce management technology from BigChange.

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Plant and machinery tracking specialist R&R Direct has seen significant business growth since implementing mobile workforce management technology from BigChange during the pandemic.

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Heatforce, the Cardiff-based national heating company, has used the latest mobile technology to boost its independent customer service rating by 25 percent in just 6 months.

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When it comes to the digital transformation of public services, Sheffield City Council has taken a pioneering approach to improving how key services are delivered, working in partnership with BigChange.

BigChange’s cutting-edge mobile workforce system, has already improved the efficiency, compliance and performance of several key services, as well as the day-to-day experience of service users and council employees.

This report details how Sheffield City Council, working in partnership with BigChange, has transformed how several of its services are delivered:

Smart job scheduling and vehicle tracking has improved the efficiency and quality of Sheffield’s Special Educational Needs Transport service, and saved thousands of hours a year.
Digitising compliance checks in facilities management has improved coordination of inspection teams and made reporting more manageable in the field.
By employing smarter logistics in social housing maintenance, Sheffield has reduced driving time and CO2 emissions, and achieved a 33% increase in on-time deliveries.
By replacing paper-based reporting with a digital solution, Sheffield has made flood-protection inspections faster and more responsive.
BigChange helped Sheffield establish an outstanding Covid-19 PPE distribution scheme, enabling a small team to coordinate the delivery of over 20 million PPE items to 500 contacts a month.
Sheffield is leading the way in remote workforce management for cleaning services, enabling a team of three people to coordinate and support the activities of 124 cleaners, remotely.

Click here to read the full report

Sheffield City Council employee holding a mobile JobWatch device

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Mobile workforce management technology from BigChange is powering business transformation at one of the UK’s largest generator rental companies.

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Blount Shutters is fixing 9-out-of-10 faults on industrial doors and roller shutters at the first visit following the introduction of the latest mobile workforce technology.

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Energy metering company Providor has transformed its business with the latest mobile technology to become one of the UK’s primary smart metering companies.

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Energy metering company Providor has transformed its business with the latest mobile technology to become one of the UK’s primary smart metering companies.

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Northern Catering Equipment, a supplier and installer of commercial catering equipment, is winning seventy per cent more contracts since implementing mobile workforce management technology from BigChange.

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BigChange, the mobile workforce management technology company, today announced that EDF has selected its pioneering JobWatch system to support the delivery of metering and energy services in the UK.

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BigChange’s bespoke automation for gritting company Saltworks, part of the Works Services group of companies, uses Met Office data to drive efficiency and customer satisfaction. (more…)

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Water conservation specialist Aqualogic has deployed the latest mobile workforce management technology to help locate and manage millions of pounds of water company assets.

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Cinderella Support Service, the nationwide provider of facilities management and building cleaning services, has boosted its business by £100k a year following the introduction of a new mobile system.

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Balloo Hire, one of Ireland’s leading tool and plant hire companies, has significantly reduced the resource required to manage its mobile operation whilst boosting customer service and minimising its environmental impact thanks to mobile workforce management technology from BigChange.

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