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!”