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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.  

Despite 2020 being one of the toughest years in recent economic history, growing a plumbing business was still a viable business endeavor. In fact, 23% of the people surveyed in the UK said they hired a plumber in 2020, making them the most in-demand tradespeople in the country. 

If the plumbing industry can thrive in 2020, imagine what’s possible in the future. No matter what year it is, though, the question of how to get more customers is still a top concern for plumbing business owners. 

Like in other fields, getting more customers requires you to know the marketplace and stand out amongst the competition. Having an excellent online presence, working with top-of-the-line plumbers, and utilising an online all-in-one workforce management software are all fantastic ways to grow your plumbing business. 

In this article, we will discuss how to attract more customers and how workforce management software like BigChange can improve your marketing and business operations.

How to Get More Plumbing Customers: 4 Top Tips

1. Create a Website

Since plumbing services are always in demand, it can be tempting to forgo creating a website, but these companies are missing out on getting more customers. 

While some companies can sustain their organisations by leaving their business cards around town, a website will enable you to tailor your company’s advertising and offerings directly to your customers’ needs. Using a field management CRM (customer relationship management) system like BigChange will enable you to keep track of every interaction you’ve had with your clients, from bookings, phone calls, invoices, to customer satisfaction surveys. Not only that, your CRM can inform you of what industry the majority of your customers work in, where they’re located, and their feedback. 

You can then use this client data to tailor your website to your customers’ requirements and even provide special offers tailored to the most in-demand products and services.

2. Claim Your Listing and Get Reviews on Google

It’s no surprise that having good reviews on Google, where customers can see your business’ location, is one of the best ways to grow your plumbing organisation. 

If you haven’t already done so, make sure you claim your business on Google immediately and add your phone number and website to your listing. From there, you can use your CRM to go through previous customer satisfaction surveys and contact people who were happy with your work to see if they would write you a Google review. 

The more positive reviews you receive on Google, the more trust you will instill in prospective clients.

3. Expand Your Reach Through Collaboration

Individual plumbing jobs are a great way to get new customers, but most businesses seek out larger jobs and projects whenever they can. Securing larger contracts often requires building your contacts in your location and industry, something many organisations simply don’t have time to do. In fact, 41% of people say they don’t have time to connect with other professionals in their field. 

Fortunately, field management software like BigChange makes networking more straightforward. The BigChange Network gives you access to a list of other global professionals and provides you with collaboration opportunities. 

You can list your company on the network for free and begin receiving requests from other providers immediately. This way, you’ll be able to work with other businesses on larger, more profitable projects without needing to hire additional resources. 

In addition to accepting plumbing jobs, you can also list jobs that you have available, including the skills required to perform them. As such, you can begin informing your clients that you have extra services at your disposal in the case that they’re looking to hire a field service team for a larger project. 

The BigChange Network also provides members with the chance to network through monthly virtual meetings, which allows organisations to build professional relationships and share tips on how to grow a business.

4. Provide Great Plumbing Services

One in three customers say they will walk away from a brand they love after one bad experience. With this statistic in mind, it’s imperative that you ensure your team always delivers a positive experience to your customers. 

If you’re running a plumbing business, it may be difficult to manage every single interaction your employees have, but what you can ensure is that they’re always well-briefed on any job they’re scheduled to complete. 

Unfortunately, using paperwork, spreadsheets, and multiple different applications can make it easy for communication errors to come about. As a result, important information about a plumbing job can get lost, duplicated, or recorded incorrectly, which makes it difficult to deliver a consistent service to your customers. 

Thankfully, workforce management software can help you keep all essential information in one place. From appointment bookings, job details, invoices, payments, and even geofenced locations, you can equip your plumbers with everything they need to impress your clients. Not only that, your back-office staff will also have access to the job information including real-time data on the assigned plumber’s location and job status

Workforce management platforms like BigChange also feature an app that your plumbing staff can use on the go. They’ll have access to all the job information, communication with the back-office staff, and lists of any tools they need in the palm of their hands. Consequently, they’ll never have to arrive at a job unprepared again, giving your customers a positive impression of your business.

Get More Plumbing Customers with BigChange

With a never-ending demand for plumbing service, now is the time to strategise. 

Setting up a website, claiming your business on google, collaborating with other providers, and providing excellent service are all sure-fire ways to grow your plumbing business. However, every one of these steps is much easier when using an all-in-one workforce management software. 

BigChange’s workforce management software comes with a CRM that gives you a snapshot of your customers, their industries, and locations that will help you create a compelling website suited to their needs. 

Discover how BigChange can help you grow your plumbing business and arrange a free demo today.

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”

Trustee Fire & Security

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.”

Dock Solutions welding

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

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.”

National Maintenance Van

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.”

Quick Reach Team

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.”

Union Technical Office

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

Jet Aire Lorry

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.”

Celsius Office

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.” 

Securitay control room

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.”

MEDLEC Van

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.”

Clearground cleaning windows

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.”

Fleet Dynamic Fleet

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.”

Veriflo Offices

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.” 

McNally Van Fleet

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!”

AFI Group Office shot

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.”

https://www.bigchange.com/wp-content/uploads/2021/04/millane-main-blog-top-sml.jpg

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

Five-time Paralympic gold medallist Hannah Cockcroft MBE tells BigChange Motivational Monday audience about pushing beyond notions of disability

Soon after Hannah Cockcroft was born, doctors said her parents shouldn’t expect her to walk, talk, or ever live independently.

Hannah, 28, is now a five-time Paralympic gold medalist. As a sprint wheelchair racer, she is world record holder in her category for the 100m, 200m, 400m, 800m and 1,500m.

On her journey from her Halifax home to the world stage “Choices over challenge” has been Hannah’s mantra.

Speaking to BigChange’s Motivational Monday audience, she showed how when faced with a challenge, we always have a choice about our attitude and about how to deal with it.

That ethos has led to great achievements on and off the track. “I get asked a lot what’s the achievement I’m most proud of,” said Hannah,

“People presume I’m going to say the MBE or my Paralympic medals. But actually it’s my independence, because it’s a thing my parents never expected.”

Her worldview switched during a visit to her Secondary School from the GB wheelchair basketball team.

“I will always remember that day. They were able to do everything in these chairs. These guys really changed my mind about what it meant to be a wheelchair user.

“It was the day a whole new world was opened up to me.” After years doing homework during PE lessons, or keeping score, Hannah discovered “sport was for me”.

After trying basketball, wheelchair rugby (“I liked the aggression”) and tennis (“I had no hand-eye coordination at all!”), Hannah found her passion in track sprinting.

By 17, she was a GB athlete and a world-record holder.

“That was where I came up against the obstacle of classification. You get a number that means when you line up on the start line you’re racing against people with a similar disability to you.”

“It started a big challenge, because people started to argue I wasn’t racing a fair race.”

“That was the first time I’d ever been bullied. When you are surrounded by people like you, disabled people, that’s the last place you expect the word bullying to crop up. But I was told to put my head in a bonfire because it’d make the world a better place.”

Her first reaction was to ask her coach to send her home. But she chose a different way, and went on to become one of the UK’s greatest athletes.

Hannah’s inspiring story shows that, although we can’t always choose the challenge that faces us, we can always choose how we meet it.

Watch the full video here:

Hannah was joined by Daniel Gray, Chairman of Physcap, a Leeds-based charity, working to improve quality of life for children with physical and mental disabilities across Yorkshire.

Daniel spoke of the tremendous work the charity does for children, and echoed Hannah’s message of giving every child with a disability hope, will to achieve and determination that nothing will beat them.

As BigChange’s charity partner of the month, Physcap will receive the £1,250 raised so far to further its incredible cause.

Next month, we’re excited to welcome Janet Street-Porter, the journalist and broadcaster. Our charity partner is Homeless Street Angels, who provide assistance and resources for the homeless in Leeds.

You can join our event here: https://webinar.ringcentral.com/webinar/register/7216149348162/WN_fhkHeHcZRX-3UpIpwcgq4A

We hope to see you then.

Facilities management company Nserv has boosted management productivity by 70 per cent after rolling out a new digital system for its direct contract work.

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BigChange’s mobile workforce management technology is helping HRG Tree Surgeons achieve its bold ambition to be one of the UK’s top 100 best business to work for.

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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…)

Drainage company Rescue Rod has transformed its business after deploying new mobile working technology from BigChange during the first COVID lockdown. (more…)

Facilities maintenance company Kiwi FM has increased productivity by 20 percent since it introduced mobile workforce management technology from BigChange.

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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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Gas, heating and boiler engineering company Moorhouse Heating Limited (MHL) has transformed from a regional to national business following the introduction of a new mobile workforce management technology from Leeds-based BigChange.

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Europump has turned to mobile and cloud technology to expand its fuel pump maintenance services within the commercial fleet sector.

Using the latest mobile workforce management technology from Leeds-based BigChange, Europump has developed what it believes is an industry first level of service in the design, supply, installation, service and maintenance of commercial fuelling solutions.

The cloud-based and mobile system provides real time synchronisation between Europump’s office and field service engineers using the JobWatch 5 in 1 mobile app. Providing a complete end to end business system replacing all paperwork, it has already been deployed by parent company Eurotank and across Europump’s existing services to fuel filling stations.

Jack Aplin, Director, Eurotank commented:

“Fleet operators work in a demanding industry where schedules are critical and reliable equipment is crucial; a fleet of buses or trucks could well depend on one or two pumps to fuel up.”

“There is clearly a demand for a service company that can maintain all types of pumps and that is exactly what Europump do.”

“Speed, communication and professionalism of our response is as important as our engineering capability and BigChange has been absolutely vital to our approach to the market and the winning of new business. It underpins the whole service offering and gives us a distinct competitive edge.”

Europump’s engineers are equipped with tablets running the JobWatch linked to vehicle trackers as part of a real-time system that gives customer service staff and management complete 24/7 visibility of the field operations. The office uses BigChange cloud-based CRM, scheduling and business software all seamlessly linked together with operations as a complete end-to end solution.

Aplin explained:

“Being fully digital, cloud based and completely free of paperwork proved critical during the COVID-19 lockdown. “We literally flicked a switch and were all instantly up and running from home. Coupled with video conferencing we just carried on working as normal.”

Since the initial implementation of BigChange last year, Europump has been focusing on enhancing services to the commercial sector. One development, managing stock, has in particular provided very significant service and financial benefits.

Traditionally engineers would identify faults on a first visit and if required order parts for collection at the depot before returning to site. With commercial fleet fuel services, pump uptime is paramount and Europump knew first time repair would be a crucial measure of their performance and reputation. Now the company has used BigChange to completely automate stock ordering and replenishment to keep vans fully stocked to minimise return visits to site.

Aplin concluded:

“With this automated stock management capability on BigChange we have completely transformed our business. By virtually eliminating return to sites and improving our first time fix performance literally 10-fold we are saving all that unnecessary engineer time and cost. We anticipate this development will bring a £100,000 a year boost to the business through improved productivity and service.”

BigChange Europump mobile device

H2O FlowTech has successfully rolled out the latest mobile workforce management technology from Leeds-based BigChange.

As part of a digital transformation replacing paper throughout the company, the new system combines back office management software with a mobile app to support rapid expansion of H2O’s business.

H2O specialise in the installation, maintenance and repair of pumps, pumping stations and sewage treatment plants. The Bury-based company looks after over 600 different pumping stations, operating in the North West in an area extending from North Wales to Yorkshire, Cumbria and Midlands.

Private pumping stations and treatment plants – usually buried underground – are owned by local authorities, commercial property companies and private estate owners. With new waste legislation coming into force in January 2020 to limit the use of certain types of septic tanks, H2O has seen a surge in business for plants that treat sewage and discharge clean, safe water.

Mick Brindle, Director, H2O FlowTech commented:

“Our largely paper based system was cumbersome and slow, and dealing with paper forms was difficult outdoors in poor weather. With the increasing demand for our equipment and services we knew we’d be overwhelmed with paperwork if we didn’t switch to a digital system,”

H2O vans are fitted with BigChange vehicle trackers and the two-person teams use JobWatch the 5 in 1 app that provides digital versions of all paper forms. JobWatch synchronises in real time with the office giving H2O operations complete 24/7 visibility of engineer movements and job status.

Lead engineers are equipped with rugged tablets and their assistants run the app on their mobile phones. Photographs taken on site for evidence of work completed such as newly installed pumps and control panels are provided as part of instant digital reports to customers.

Mick continued:

“With BigChange we’ve considerably increased our turnover without needing any extra staff. We are more productive and have much better visibility. The data is all collected in one hit and this is a big improvement and the digital job reporting is a tremendous step up – customers are very
impressed especially with the supporting photos from site showing work completed.”

H2O are finding BigChange is very useful for emergency work. If there is an equipment breakdown a job is created and simply dragged into the scheduler which instantly schedules the work. JobWatch also provides access to records of previous work done at a site which is proving a real asset to engineers arriving on a job.

H2O see BigChange as important for expanding allowing the company to work nationally. The system is also seen as key to securing and winning larger contracts with facilities management companies who need to provide electronic records to their customers.

Mick explained:

“With BigChange everything is at our fingertips and it is synchronised with Sage giving us total visibility of the business – margins on jobs, cash flow and we can keep a close eye on quotes and invoicing. From our mobiles we can immediately see what’s going on across the business including the status of every job. This means we can work from anywhere”

Mick concluded:

“In fact during Coronavirus lockdown we’d have been completely floored without BigChange. If we’d still been paper-based we simply couldn’t have done our job – as things were customers did not see any change at all.”

BigChange h2o flowtech

Metroline Fire & Security has implemented high tech mobile workforce management technology from Leeds-based BigChange. The cloud based system that combines back office software with a mobile app has replaced a number of different systems with a real-time management and operational system that has proved invaluable for delivering services during the Coronavirus crisis.

Folkstone-based Metroline Fire & Security design, install and maintain fire alarms, intruder alarms, access control and CCTV systems for commercial and residential clients throughout Kent and East Sussex. The BigChange system, which went live in January 2020, has replaced an ageing job management software and a separate vehicle tracking system.

“BigChange has enabled us to undertake a complete digital transformation of our business, replacing a series of separate systems giving us a single view and total visibility of the business” says Paul Roberts, Director Metroline Fire & Security.

Running a fleet of 25 vehicles – tracked as part of the BigChange system – the company’s engineers use JobWatch a 5 in 1 mobile phone app that synchronises in real time with the central office CRM and scheduling system.

Paul commented:

“BigChange has already provided Metroline with significant improvements in productivity and customer service and during the Coronavirus crisis it has allowed us to continue to operate seamlessly with no impact of our ability to deliver our services. On lockdown, everyone could work from home we were able to shut down the office and be up and running at home within one hour.”

With BigChange also we can change the way we operate we are looking at ways to stock up vehicles to use the stock facility on JobWatch.

Metroline installation and maintenance engineers receive jobs on their mobiles with the JobWatch app replacing all paperwork with electronic data entry for everything from job sheets, to vehicle checks and risk assessments. Linked to job sheets are photographs captured on site showing completed installations and repairs with control panels to provide evidence of ‘all working in order’.

Paul continued:

“The BigChange No Touch Signature Capture App has been especially useful allowing us to gain job sign-off without directly interacting with the customer. With hotels and schools closed our usual contacts are simply not at work with the No Touch feature supported by photos showing work completed we can easily get jobs signed off.”

Metroline has seen some immediate benefits in efficiency through improved scheduling and tracking allowing the optimisation of resources through pinpointing of the nearest available engineer and improved route planning to reduce unnecessary mileage.

BigChange Metroline vehicle

National drainage company Eurotech Environmental has rolled out the latest mobile workforce management technology from BigChange.

The cloud-based and mobile system provides real time synchronisation between office and tanker operators using a 5 in 1 mobile app. Providing a complete end to end business system replacing all paperwork, Eurotech has seen a £1million increase in business since going live with BigChange last summer.

Established in 1991, Eurotech is one of the UK’s largest independent waste management companies providing national liquid waste tankering and drainage services.

Nick Banks, Operations Director at Eurotech Environmental commented:

“We had been looking for a suitable system for years but we couldn’t find one that could meet our needs. When BigChange came to demonstrate their system our jaws literally dropped to the ground; it was exactly what we were looking for”.

BigChange implementation of the JobWatch system began early 2019 and was fully implemented in 6 months. Eurotech employed the BigChange Professional Services team to create a completely automated system that mimicked everything that was being done manually before.

Banks continued:

“This was really important. We had honed our system over many years but it was still very much paper based and the business had grown to the point that we knew we needed to automate. However, we didn’t want to change anything and BigChange offered a truly flexible solution that has been successfully adapted for our needs”.

Central to Eurotech’s needs was a combined Job Sheet and Waste Transfer Notice with a job grouping capability for managing routes with tankers doing multiple jobs before disposal at a waste transfer station. This was one of a series of industry-leading developments pioneered by Eurotech and the result is a completely automated end-to-end system.

Banks commented:

“Optimisation of routes alone has saved almost 10 per cent on fuel and wage costs and our drivers no longer need to come to the office to collect their jobs. We are also much more reactive to emergency jobs as we know where everyone is and what they are doing – it’s fantastic to have this visibility”.

Tanker operators receive jobs and routes on tablets that they use for everything from vehicle and site safety checks, to job cards and accompanying compliance documentation. Coupled with vehicle tracking, the office has full visibility of all operations, nationwide, 24/7. Customers receive ETA notifications and on job completion they receive job tickets complete with photographs to prove ‘job done’. Waste transfer stations meanwhile receive automated emails of a tankers ETA with digital Waste Transfer Notices.

Banks noted:

“BigChange has completely transformed the way we work. Through improved efficiency and productivity we have seen a £1million boost to our business and are on track to double the size of our fleet. And customers are so impressed that I know we are winning more business thanks to the enhanced service we can now offer”.

“With Coronavirus lockdown, we’d have really struggled to deliver our services without BigChange. We can turn up at a home or a factory to empty a septic tank or collect waste, complete the job and then send the customer an immediate email with supporting photographs; we don’t need to interact at all and the customer probably didn’t even know we been onsite.”

He concluded:

“Since BigChange is cloud based and easily accessible anywhere, anytime, we can expand more easily nationwide as we don’t actually need an office – just somewhere to park our tankers”.

BigChange Eurotech vehicle

Michael Taylor – CEO – Contego Environmental Services: What BigChange Means to me

Firstly, I’d like to congratulate BigChange for receiving its Queens Award for Enterprise. It’s a phenomenal achievement and well deserved. BigChange makes a massive contribution to our business.

Contego started life in 2004 as a one-man-band specialising in bird control and has grown to become one of the largest national pest control businesses in the UK. BigChange has ensured our operations could keep up with that level of growth.

We’ve used BigChange for several years now, and it has transformed our business. It gives us complete visibility of our operations and allows us to manage our national workforce centrally from our base in County Durham.

I’ve always been an early adopter of digital technology and explored three or four other options before settling on BigChange. JobWatch pulls everything together. It allows us to run our business processes on a single piece of software.

The beauty of Jobwatch is that it’s customizable. We’ve created a series of dynamic processes to cover every stage of the employee journey, from induction to job worksheets and inspection documents. BigChange provides lots of support when we need it, and ensures the software does what we need it to.

BigChange has also enabled us to offer greater visibility to our customers. Using data from our worksheets, we can automatically make our customers aware of the threats and risks at their different sites.

BigChange is also central to our safety and compliance activities. Each of our people uses BigChange to complete their daily vehicle checks, which alerts our fleet manager to any problems and allows remedial work to be booked immediately.

Our risk assessments and workflows are also available on BigChange, guiding our technicians in the field and helping them complete work safely. We can see when things are done, and we’ve got access to a full audit trail.

I couldn’t recommend BigChange more highly. The technology is excellent and easy-to-use, and it has ensured that we’ve remained in control as our business has grown. It would have been much more challenging to grow at the speed we have been without BigChange.

Daniel Long – MD – Clearabee: What BigChange Means to me

Clearabee is the fastest growing waste management business in Europe and the UK’s largest clearance company. We employ 300 people across the UK and complete between 600 and 1,000 waste clearance jobs a day.

We’ve worked with BigChange since the early days of Clearabee, and it remains a critical pillar in our technology strategy. BigChange is integrated into all parts of our business and saves us a tremendous amount of time.

It provided us with a cutting edge in the early days of our business and has grown with us as we expanded.

Today, we run our business now using a combination of BigChange and our bespoke software. We make extensive use of BigChange’s API, and our developers can focus on creating other things to sit on top of the BigChange platform.

BigChange provides a solid foundation for that work. We don’t have to think about things like device management, data contracts, hosting large amounts of sensitive data, or uptime.

What we like most about the JobWatch platform is its versatility. The platform works for small and large companies alike. BigChange continues to add new features and new functionality. It is continuously innovating and adding to the system.

BigChange is a young, dynamic company, and an essential partner for Clearabee. You could say that we’ve grown up together and we are thrilled to see the success it has achieved.

On behalf of everyone here at Clearabee, congratulations to BigChange on winning a Queen’s Award for Enterprise. You deserve it.

CCR Property Services has transformed its business overnight with a switch to paperless mobile and COVID-19 home working using a cloud-based office and mobile workforce system from BigChange.

The Essex-based company provides essential property maintenance services such as emergency drainage and plumbing repairs for sectors that include social housing, hospitals and care homes.

Established in 2011 CCR has achieved preferred supplier status amongst key blue-chip property and facilities management companies and is also an approved contractor to local authorities, housing associations and health authorities. Specialising in drainage network repairs and cleaning, CCR operate a fleet of specialist vehicles and plant on call 24 hours a day, 365 days a year.

CCR has equipped its mobile workforce with rugged tablets running JobWatch, the 5 in 1 mobile app from BigChange. The app synchronises in real time CCR’s office system that is normally accessed at the CCR head office in Basildon, Essex. The BigChange back office software which includes CRM, job scheduling and invoicing is cloud based which means that virtually the entire business is currently being run with staff and management working from home.

Reiss Monksfield, Director, CCR Property Services comments:

“Well before the Coronavirus crisis we had realised the potential of BigChange for flexible home working,”

“After our vitally-important accounts person finished maternity leave and wanted to spend more time at home we were able to accommodate flexible-hour, part-time home working. With the all the required software and data accessible online the accounting work has continued pretty much seamlessly with one less person in the office,”

“Now with the threat from COVID-19 we have sent virtually all the office staff home and it really is business as usual. Those living in the properties we service are often vulnerable so our emergency services are essential and with BigChange we can all be in control and run services remotely. I’ve no idea how we would have managed without a single cloud and mobile solution; BigChange really is paying dividends in this crisis,”

CCR was an early adopter of BigChange having realised that a single system that could perform both office and field service functions seamlessly was the way forward. The company had previously tried to deploy other systems but they failed to provide the scope, flexibility and modern technology considered to be crucial for supporting future business competitiveness and growth.

BigChange first went live in Spring 2018 and provide an all-in-one solution having replaced a number of different systems. As well as the tablets used by operatives, the fleet is fitted with BigChange trackers providing a real time view of the operation, allowing CCR to respond as efficiently and quickly as possible to call outs around the clock.

Monksfield continued:

“In just two years we’ve almost doubled our turnover and BigChange has allowed us to grow without increasing our administrative resources. In fact we have even more time now; no more scanning of paper reports, no more calling operatives to see where they are and no more sifting through piles of paperwork. We are working so much more efficiently and the business has been streamlined,”

Monksfield added:

“We particularly like the way the system is designed. It’s generic but easy to customise. However, the biggest thing about BigChange is what you get for the money. The benefits far outweigh the cost; it is great value and with their RoadCrew support team you also get brilliant 24/7support,”

In providing round the clock service, companies like CCR would traditionally sign up the services of a 24 hours call centre to manage out of hours calls. By deploying BigChange this need was negated as CCR could simply direct calls to their team of out of hours call handlers. This not only saves cost and complication but by cutting out a link in the chain it also enables a quicker response.

Monksfield explained:

“The system is also very good for customer service and clients can be kept informed of where we are and they can get job updates in two to three minutes. We are more efficient and more productive so as a company we can also provide better value which customers like”.

BigChange CCR employee

All Round Security has rolled out a high tech mobile workforce system.

The new platform is connecting field service engineers in real-time to the office as part of an end-to-end management system. With clients including Heathrow Airport, Arcadia, Mitie and Cloud FM, All Round Security install and maintain security roller shutters, doors and barriers across the UK. Since going live, the cloud-based system from Leeds-based BigChange has boosted productivity and customer service.

All Round Security had previously implemented a number of different systems but were frustrated with having to manage different systems and began the search for an all-in-one solution. With an expanding customer base and over 60,000 jobs completed in the last year, BigChange with their 5-in-1 solution and JobWatch mobile app was quickly seen as the ideal solution.

Charlie Keegan, Contracts Coordinator at All Round Security comments:

“We are always striving to provide our clients with the best possible service and as our workforce grows we required a system that can tackle our needs. With JobWatch, powered by BigChange, we have the system that we have longed for; offering real-time automatic updates, engineer tracking, 24/7 support and general ease of use”

Formed in 1986 with headquarters in Newton-Le-Willows near Warrington, All Round Security is planning to expand organically within the next 5 years.

Lee Parker, Director at All Round Security comments:

“Our challenge is to manage growth whilst maintaining our high quality service. With BigChange we have something that not only dramatically improves our business efficiency, service and productivity but also a solution that will allow us to freely expand the business thanks to the automation and ease of access via mobiles and the cloud,”

With the flexibility of JobWatch – the BigChange mobile app – All Round sees opportunities to diversify. With simple creation of new job sheets and workflows, services that are currently sub-contracted, such as electricals, or new services requested by customers, could be easily added. All Round Security contractors already use the same JobWatch app.

Parker explains:

“We’ll rely on partners for sure as we expand but whether we do it ourselves or subcontract we have, through JobWatch, a platform that is seamless as far as the customer is concerned,”

Parker believes the facilities management sector will see a change in the future with data-driven and completely integrated management of assets; a more holistic approach where Capex and Opex budgets are much more closely aligned.

Parker continued:

“With our involvement in security matters there is a strong element of trust with our clients and we foresee our role expanding as an adviser on the condition of assets and provider of an all-encompassing asset management service,”

“The beauty of BigChange is that is can be easily configured to do just about anything so we are not restricted, IT wise, in what we can offer.”

All Round Security provides a 24/7 call out service with a maximum 2 hour response time for critical sites such as hospitals and airports. With 50-strong fleet and field service engineers located countrywide, incoming service requests are logged into the BigChange schedular for optimised job allocation, route planning and scheduling.

Parker adds:

“For a mobile service operation like ours, the killer of productivity is the travel time to jobs. With improved scheduling, routing and resource allocation using BigChange scheduler software we’ve already improved engineer productivity,”

The engineers receive jobs on their rugged Samsung tablets and with vans equipped with BigChange GPS telematics, live tracking and navigation is provided. The system generates an estimated time of arrival at site so customers can be auto-alerted via email or text.

On arrival the JobWatch app guides the engineer through the correct risk assessment procedures using workflows before proceeding with the job. Using the tablet, the engineer completes their Job Card and gets an on-screen customer sign off. Time and location stamped photographs are also taken as part of a complete audit of the job.

Keegan concludes:

“Having this comprehensive and real time information at out fingertips 24/7 has really revolutionised our customer service and work output,”

“Not only can we dynamically allocate engineers to do more jobs but onsite we can be more productive through live interaction to resolve issues and get quick answers if extra work is needed; the office and customer are much better informed.”

BigChange all round security office

The UK’s Environment Agency has updated the septic tank regulations, with far-reaching consequences for consumers and industry professionals.

Systems that discharge to a river, stream, canal or ditch must be replaced from January 1 this year amid fears that this may contaminate drinking water sources and pollute the environment.

Under the Septic Tank Regulations 2020, owners of septic tanks in England are no longer allowed to discharge to a watercourse. For those working within the industry, this means a surge in septic tank conversions, as existing systems are made compliant.

Under the new rules, a drainage field or soakaway system must be installed so that the septic tank can discharge to ground instead, or the septic tank must be replaced with a sewage treatment plant.

Protecting the environment is a priority for all of us. However, every tweak to the rules creates red tape and extra process for wastewater professionals. The general binding rules for septic tanks have been updated several times over the last few years, creating an administrative burden for the industry that adds both cost and complexity.

I founded BigChange back in 2013 to help relieve the compliance burden for professionals dealing with changing legislation and complex regulation. Our JobWatch platform is now being used by 40,000 office and mobile users across multiple industries. The platform automates all of the paperwork associated with meeting standards and adhering to regulation, in an efficient and intuitive way.

For businesses that need to prove that their septic tank upgrades or replacements are fully compliant, JobWatch is the ultimate solution. It keeps a log of all work carried out and the parts used; a verified audit trail.

Each JobWatch-enabled tablet enables users to take live pictures of sites, septic tanks, new installations, and parts and link them to a specific job and worker within the software. Progress can be tracked remotely and signed off by management. If the legislation should change again, or should disputes arise, the system offers complete protection: proof the job was done correctly.

The system is already being used by companies from across the drainage sector to drive efficiencies and streamline complex processes. One company has reported a million-pound boost from using the software. Kirk Mason, who heads up operations at Subscan UDS, the nationwide utility, drainage, and survey company, told me:

“Our previous system only offered partial automation and we wasted a lot of time double touching to keep different systems up to date. What we needed was a seamless flow of data from start to finish with an audit trail of activity. In the end there wasn’t anything that matched BigChange for functionality; it gives us that seamless connectivity and it has replaced 5 separate systems – saving us time and money.”

It is impossible to control regulatory changes but it is possible to mitigate their impact. By allowing JobWatch to do all the grunt work, drainage professionals are free to focus on what they are good at – growing their businesses.

BigChange

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