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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.”

Complete Shutter Services

Nationwide industrial door specialist Complete Shutter Services has rolled out BigChange’s Mobile Workforce Management Technology across its operation.

Based out of Sheffield for over 30 years, the company designs, manufactures, installs and services door systems for clients including BP, Shell, The Co-Op, Waterstones and House of Fraser.

The company switched from a manual T-card system to BigChange’s All-in-one, Paperless Cloud based system that combines back-office CRM (Customer Relationship Management)Job Planning and Scheduling and a Mobile App for engineers and real-time tracking of vehicles. Managing Director Paul Quealey scoured the market for a technology solution that would take the business paperless and provide real-time visibility across the operation.

MD Paul Quealey said:

“As our business grew, planning and scheduling work became increasingly challenging and at times it was difficult to keep track of when things were due. We looked at various systems but couldn’t find anything that was the right fit. Then we discovered BigChange; it was as if I had written the software myself. It ticked all the boxes, and the integrated vehicle tracking was unlike anything we’d seen before”.

Complete Shutter Services are using an Industrial Doors specific version of the BigChange system that allows back-office users to plan, manage, schedule and track work effectively including planned maintenance and urgent reactive work. In the back-office, the system is enabling planners to respond faster to customers and is intelligently allocating work orders 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. The integrated CRM is also providing customers with a joined-up experience, thanks to automated job booking confirmations, service reminders, ETA updates on the day of service and instant access to job-cards and reports instantly after work has been completed.

Mr Quealey continued:

“Customers now expect real-time information as standard. Our back-office team were inundated with calls from clients wanting to check the status of an order or service. This led to multiple phone calls to engineers out in the field. BigChange has empowered the team with real-time information. Our use of the system has been key to winning a number of new contracts. Without the system, we’d need more administrators in the back-office, so from a commercial perspective, the technology is adding real-value for us. For me as a Managing Director, I have the confidence that we have a robust system in place to ensure we maintain our reputation for customer excellence.”

Complete’s mobile engineers benefit from an easy to use Android mobile app. They start their day by completing an electronic timesheet and vehicle check, before instantly accessing job information. Integrated sat-nav with live traffic ensures the best route is taken and customers receive proactive updates by text and email. On arrival, the app allows engineers to create instant estimates and guides them step by step through health & safety and job-specific workflows including photo capture. Proof-of-service is instantly relayed to the back office and the system generates fully branded job-cards that are automatically shared via a customer’s booking portal or via email.

Martin Port, Founder and CEO of BigChange said:

“Our technology is helping Complete Shutter Services maintain its excellent reputation and excellent levels of customer service in the marketplace. They are reaping the benefits that our scalable, cloud based system provides. We look forward to working with Paul and the team for the next 30 years and beyond.”

BigChange

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