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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

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

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

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

MD Paul Quealey said:

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

Complete Shutter Services are using an Industrial Doors specific version of the BigChange system that allows back-office users to plan, manage, schedule and track work effectively including planned maintenance and urgent reactive work. In the back-office, the system is enabling planners to respond faster to customers and is intelligently allocating work orders based on real-time engineer availability, skills, live location and parts stock. This is significantly increasing productivity; minimising customer wait time and driving first time fix at competitive cost for clients. The integrated CRM is also providing customers with a joined-up experience, thanks to automated job booking confirmations, service reminders, ETA updates on the day of service and instant access to job-cards and reports instantly after work has been completed.

Mr Quealey continued:

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

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

Martin Port, Founder and CEO of BigChange said:

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

BigChange

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