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Did you know that it costs five times more to attract customers than it does to retain existing ones? Therefore, for your business to thrive in an economically turbulent post-pandemic world, you will need to focus on impressing your current customer base and keep them coming back for more.

However, not all retention strategies are going to be effective. What worked ten years ago is unlikely to be as successful today, especially as customer expectations continuously evolve and become more challenging to fulfil.

That’s why we’ve put together this helpful guide. We’ll begin by taking a closer look at the importance of customer retention and how it can benefit your business. Then, we’ll share the top four ways you can retain customers, boost your reputation and your bottom line simultaneously.

The Importance of Customer Retention

We’ve already established that customer retention is cheaper than acquisition, but that’s not the only reason you should be trying to impress your existing customer base. There are several benefits that your company could enjoy if you take the time to think about your service offering and customer experience. 

Firstly, the likelihood of an existing customer using your company again is an impressive 60-70%. Today’s customers don’t want to spend hours researching and comparing different businesses when they require field services so, if you impress them on your first visit, they’ll keep you in mind for the future. Customers who have used your services previously will know that they’re spending their money wisely, rather than taking a chance on an unknown competitor, which is a win-win.

Better still, repeat customers typically spend around 67% more than new ones. When you do an outstanding job, your customers will be more inclined to try out your other goods and services, creating the perfect opportunity to upsell and increase your profits.

Finally, your existing customer base is one of the best — and cheapest — forms of marketing. On average, repeat customers refer 50% more people to your company than new ones. So, if you have a large pool of loyal customers, you’ll find it much easier to generate more business. 

Now you know some of the main reasons why customer retention is so necessary, let’s look at the top four strategies that actually work.

Want More Repeat Customers? Use these Customer Retention Strategies

1. Review and Analyse Your Churn Metrics

You can’t create a strong retention strategy if you don’t analyse your churn metrics and figure out what might be driving people away — for example, 32% of customers would cut ties with a company after just one negative experience. To run a successful business with a loyal customer base, it’s your job to ensure that you’re delivering exceptional services.

But what is a customer churn rate?

Your customer churn rate, or attrition rate, measures how many customers have stopped doing business with your company over a specific period. The higher your churn rate, the more customers you’ve lost.

Here’s a simple way you can calculate your attrition rate:

Churn rate = 

(number of customers at start of month – number of customers at end of month) 

÷ 

customers at start of month

x 100

Let’s say, for example, you had 200 customers at the beginning of the month, but only 150 by the end:

200-150 = 50

50 ÷ 200 = 0.25

0.25 x 100 = 25%

In the example above, your customer churn rate would be 25%. The perfect churn rate is 0% in an ideal world, but, unfortunately, customer losses are inevitable. The best approach is to begin by calculating your current rate and then setting a realistic target for improvement.

The good news is, finding the stats you need to analyse your churn rate needn’t be a headache. With a field service management platform, you will have access to in-depth customer data that updates in real-time, giving you the most accurate picture of your business all in one place. No more searching across multiple platforms for the answer and no more human error that skews your analysis. 

Is your churn rate high? Check out our article here, which explains what might be driving your customers away.

2. Collect and Implement Customer Feedback

77% of people have a more favourable view of companies that seek out and apply customer feedback, so it pays to ask your customers for their opinions. Businesses that don’t consider their customers’ needs are missing out on a valuable opportunity to enhance their retention rate because there’s a good chance they haven’t thought about their services from a different perspective. 

With field services currently in high demand, it can be tempting to forgo creating a customer satisfaction survey to keep up with the volume of work. However, with a field service management platform like BigChange, collecting feedback is quicker and simpler than ever before. 

The system contains a pre-designed survey template that you can personalise with your company’s logo and customer information from the CRM (customer relationship manager). Once your workers have completed their jobs, your back-office team can send the customer satisfaction survey at the click of a button, meaning it won’t steal your staff’s attention away from other business-critical tasks. 

Customers fill out the survey on their mobile devices, and the platform stores each response so you can see what you’re doing well and where there are areas for improvement. With so many vital insights at your disposal, you’ll be able to enhance your services and make your customers feel valued, which will keep them coming back time and time again.

3. Communicate Regularly with Your Customers

A mere 14% of customers say that they’re happy with current business communications, giving you the perfect opportunity to stand out from your competitors who aren’t making an effort to keep in contact with their customer base. 

Modern customers lead busy lives and therefore won’t want to wait around all day for an engineer because they received a vague timeslot and poor communication. With so many companies offering live updates on purchases, 89% of people now expect an ‘Uber-like’ technician tracking service. 

Field service management technology gives your customers the ability to see the exact whereabouts of their engineer on the day of their appointments via text messages that include links and estimated times of arrival. Not only will the real-time tracker impress your customers, but it also means your back-office staff won’t have to spend time on the phones, providing manual updates.

Then, once the work is complete, you can send regular emails to your customer mailing list, which will help to keep your business at the forefront of their minds.

4. Build Trust with Your Customer Base

Impressing your customers is a good first step to winning repeat business, but it doesn’t guarantee that they will trust your company. To build trust, you have to follow through on your promises and deliver great services consistently. 

Here are just some of the ways you can get your customers to trust you:

Have a Good First-Time Fix Rate

Unsurprisingly, field service companies with a first-time fix rate of over 70% boast an 86% customer retention rate. As we mentioned earlier, people don’t want to take significant chunks of time out of their days to wait for an engineer to resolve their issue, so needing to make multiple appointments is a sure-fire way to disappoint. 

Fortunately, field service management software ensures your workers always have the right skills and tools to complete the job the first time. Using an intelligent scheduling assistant, your back-office team can see the customers’ requirements and match them up to a worker based on information like qualifications, location, vehicle type and job constraints.

Then, your staff can check stock and equipment levels in real-time, giving them the ability to assign gear to specific jobs. As a result, your workers will turn up to every appointment fully prepared and ready to do what they do best.

Work Quickly

According to PwC, speed of service matters most to 70% of customers, so it’s paramount that you eliminate any silos and inefficient processes that could slow down your services. In our digital world, paper-based documents, legacy systems and spreadsheets simply won’t cut it anymore.

In contrast, field service management platforms streamline the entire end-to-end process — from customer bookings to invoicing and payment — for a more rapid way of working. For example, once engineers have completed their jobs, they can create digital invoices on their mobile devices and send them to your customers in a matter of seconds.

Instead of waiting days (or possibly weeks) to pay for the service, customers can pay on the same day using a range of simple online payment options. Not only will your customers appreciate the convenience, but it also means that you’ll always be paid on time, making for a healthy cash flow.

Protect Your Customers’ Data

71% of people say they would take their business elsewhere following a data breach so, to ensure your customers are loyal to your company, you must take security seriously. Aside from data breaches presenting a threat to your customers’ sensitive details, if your business is found to be GDPR non-compliant, you could suffer from debilitating financial, operational and reputational damage. 

Traditional methods of handling customer information — such as spreadsheets — may have done the job in the past, but they’re no match for cybercriminals’ ever-evolving tactics. Worryingly, customers’ details can quickly end up in the wrong hands, even if you’ve password-protected your documents.
On the contrary, a cloud-based CRM system significantly lowers the possibility of a data breach. For example, BigChange’s CRM secures all data in AWS (Amazon Web Services), which is the world’s most comprehensive and widely-used cloud platform in the world. With such a robust security system in place, you can show customers that you take data privacy seriously, and they can rest assured that their information is in good hands.

Retain Customers by Undergoing a Digital Transformation

By improving your customer retention rate by just 5%, you will benefit from an impressive 25-95% increase in profits, so it’s worthwhile investing in the technology that will make it easy to deliver services that delight your customers. 

With a platform like BigChange, you can do the following:

  • Give your customers the ability to make and amend their bookings online
  • Assign and dispatch workers based on their suitability for the job
  • Track vehicles, assets, stock and equipment
  • Take payments and invoices online

…and more, all on a single easy-to-use platform. Simplifying your ways of working frees up more time for your field-based workers to attend more appointments and enables your back-office staff to focus their attention on providing exceptional services to your customers. By making the most of your team, you’ll find that customers will become more loyal to your business.

Create More Repeat Customers on BigChange

Some systems manage relationships. BigChange helps you master them.

Our fully integrated CRM system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features, and bring in new clientele with ease through the superior customer experience you can provide.

Want to find out more?
Discover how BigChange can make your business grow stronger here and arrange a free demo today.

After a tough period, the building maintenance industry is back up and running with a 3.3% growth since the first quarter of 2021. As the economy continues to pick up, it’s a great time to start getting building maintenance contracts. 

However, if you’re unfamiliar with the tender process, new to the business, or you’re no longer using a tender writing service, the prospect of bidding for contracts can be intimidating. 

In this article, we’ll discuss how to get building maintenance contracts. We’ll explore what tenders are, tender types, and the process for bidding. You’ll also learn how BigChange’s workforce management software can not only help you manage your building maintenance company but also make the tender writing process simpler.

What Are Tenders?

While word-of-mouth or a simple business proposal may be enough to bring on a new client in some industries, getting a building maintenance contract typically requires bidding on a tender.

But, what is a tender?

Tenders are requests for work to be performed and are a staple of the building maintenance and construction industries. A tender will often include the scope of the work, the type of work, and the client’s specific needs. Unlike a job posting, a tender requires a multi-step application process in which applicants must hold the exact qualifications and credentials requested.

Types of Tenders and Tender Writing

One of the most complicated aspects of getting building maintenance contracts is tender writing and preparing all the documents required for bidding. Before you start tender writing, it’s important to learn about the two tender types.

Open Tenders

Open tenders don’t require a pre-qualification questionnaire before obtaining the Invitation to Tender (ITT) document. You can begin responding to a business’ tender right away.

Closed tenders

Closed tenders have a two-phase process. The first phase essentially vets bidders with a pre-qualification questionnaire before sending you the ITT. 

The pre-qualification questionnaire is intended to ascertain your experience in relation to the bid you’re applying for and ensure you meet the requirements. If you pass the pre-qualification questionnaire, you will receive the ITT. 

Now that you know about the two types of tenders, let’s discuss how to approach a tender step-by-step. 

1. Find Out Who’s Taking Tenders

The first step to getting building maintenance contracts is to find out where companies are posting tenders. The site OJEU is a great source for finding new building maintenance contracts. 

Some companies will also release a prior information notice (PIN) which informs building maintenance companies that the client intends to release a tender in the next 12 months. It’s a good idea to keep tabs of these clients and prepare any necessary materials for bidding in advance. 

2. Apply to The Right Tenders

The next step is to examine each tender and see which jobs are realistic and viable for your company. Each building maintenance contract posted should include the following information for your review:

  • The type of contract
  • Its approximate value
  • The duration of the contract

Remember, you won’t be considered for tenders whose qualifications and certifications you do not meet. In order to decide if you are a good fit for the job, ask yourself the following questions: 

  1. Do you meet the financial criteria and stability to make the bid? 
  2. Can you deliver the maintenance required? 
  3. Do you have the necessary certifications? 

If you answer no to any of these questions or are unsure if you can meet the requirements, you should reconsider whether it’s worth taking time to bid on the job.

3. Familiarise Yourself with Contracts

Reading through contracts is one of the most important aspects of winning new business. Ensuring that you’ve understood the terms and responded to them appropriately in your tender writing will improve your chances of success. 

Although every contract you receive from a client can vary, the following are the four most common types of building maintenance and construction contracts used in the UK:

  • JCT (The Joint Contracts Tribunal)
  • ACA (Association of Consultant Architects)
  • FIDIC (Fédération Internationale des Ingénieurs-Conseil)
  • NEC (The New Engineering Contract)

It’s important to acknowledge that contracts can have different specifications depending on the client and the needs of their business. Likewise, some of the above can have additional contracts, such as the CIC BIM Protocol, which is required for Level 2 BIM projects. 

For more information on the different types of building maintenance and construction contracts, click here.

4. Respond to the ITT

Now you’ve found some tenders to bid on, have gone over their contracts, and even been pre-vetted after answering the pre-qualification questionnaire, it’s time for you to fill out the Invitation to Tender (ITT). At this stage, the tender writing can be challenging, but it’s the most crucial step in getting new building maintenance contracts. 

The ITT exercise is where you address the tender and state why you are the best organisation for the job. When responding to the ITT, we recommend preparing the following information and documentation:

  • Scope of work and pricing list 
  • Details of how you will perform the initial phase of work 
  • Your proposed work schedule
  • Important staff members involved in the work
  • Resources and equipment you will use
  • Systems and technology used to organise and perform work 
  • Prior experience in the field 
  • References from previous clients

Once you’ve completed and turned in your tender, you will need to wait to see if you’re awarded the job. The ITT should specify how the client will rate each part of the tender. The rating is a way for the client to measure how qualified you are for the job and will give you a great insight into how well your bid performed. 

Make Tender Writing Easier with BigChange

When it comes to writing a tender, you must be able to provide a range of information about your business, which can be tricky when you don’t have complete visibility over your operations.

Imagine writing a bid where you could ensure you have all the information you need to hand, from how many people you have working for you and where, what skills they have, and what equipment and assets you have in stock. 

BigChange’s job management software offers a complete solution for planning, scheduling, and tracking your mobile workforce that is sure to impress your potential clients. 

In the competitive building maintenance landscape, having digital all-in-one solutions for your procedures will give you a sure advantage over the competition. 

Find out how BigChange can help your businessbook a free consultation today. Get more helpful guides and tips delivered to your inbox by subscribing to our newsletter below. You can keep up to date with BigChange on LinkedInTwitterFacebookInstagram and YouTube.

High-quality Field Service Management (FSM) is about effectively optimising and organising operations outside of your office, often in arenas that are in close proximity to your clients. In the past, field service technicians were heavily reliant on time-consuming manual processes riddled with the potential for human error. But, times have changed.

The right FSM solution could be the key to a host of immediate and long-term benefits — including more responsive reaction times, resource optimisation and improved customer experience.

The reality is, businesses who opt to ignore their clients’ needs, desires and expectations are putting their bottom line on the line. For example, did you know that in 2018 businesses collectively lost £55 billion in revenue due to poor customer service?

Read on to find out the benefits of retaining customers and discover how to retain your clients. 

What Kind of Service do Today’s Field Service Clients Expect?

While FSM can deliver lucrative benefits for both you and your clients, managing field service systems and processes is not without its potential challenges. 

Today’s customers expect an effortless and dependable service experience. But, although your field service clients may be expecting more, it can be difficult to meet expectations while juggling other business factors, including cost, resources and budget.

Between customer demands for faster service and a preference to have problems solved without having a technician physically present in their home — field service is ripe for digital disruption. 

However, even with the technology and software options available on the market, too many businesses are still reliant on outdated job scheduling tools or don’t have an existing system at all. 

Using a comprehensive, paperless field service platform like BigChange can help your company harness the power of the cloud and improve profitability. With a bird’s eye view of your operations, you can use precise data and up-to-the-minute information to optimise the performance of field service engagements.

By making it simpler to get the right people, tools and resources to the right place at the right time, you’ll be able to meet your customers’ high standards and retain them long-term.

The Benefits of Retaining Customers and Field Service Clients

It’s Cheaper to Retain Existing Customers than Acquire New Ones

There’s no escaping that customer experience is tied synonymously with how customers perceive their interactions with your company. The service you strive to deliver should always be useful, supportive, friendly and even enjoyable from the customer’s point of view in order to stand a chance of boosting your retention rates. 

While data varies from industry to industry, research concludes that customer acquisition is far more expensive than retention. In fact, it may cost your company up to five times more to acquire a new customer than to keep an existing one.

One of the reasons is that attracting new customers requires constant improvement and sharpening of your products and services to stay ahead of your competitors. When your customers are already loyal and satisfied, your competitors make less of an impact. 

Once you have a good rapport with a field service client, they may even provide you with valuable feedback when prompted. Embracing both positive and negative criticism is key. 

Encourage your clients to tell you what changes and improvements they’d like to see, and determine what specific aspects of the experience you deliver is making your top customers loyal to your brand. Identifying the ways you can replicate your offerings is an effective way to grow your business and increase customer engagement.

It’s a Boost to Your Bottom Line and Brand Reputation

As we briefly outlined, customer retention is a driver of profitability. A healthy bottom line translates to sustainable growth for your company. Did you know that prioritising customer experience and increasing customer retention by just 5% can lead to a 25% increase in profitability?

Strengthening customer retention requires incentivising your current field service clients to engage more with your brand. Measured using customer surveys, online reviews and social media interactions, customer satisfaction is the best gauge of how likely your brand is to receive repeat business from happy field service clients. 

To harness the benefits of profitability and reputability, measuring and monitoring key performance indicators (KPIs) will keep your company and your team of technicians moving in the right direction. KPI metrics you may consider adopting may include:

  • Time to schedule
  • Time to first contact
  • Response time
  • Travel time
  • Customer satisfaction rates
  • Jobs completed per day/week/month
  • Number of repeat visits.
Loyal Customers are More Forgiving in the Event Something Goes Wrong

Staggeringly, research conducted by American Express concluded that a third of customers would consider switching companies after a single instance of poor customer service. 

Despite striving to deliver perfect customer experiences, every company makes mistakes at one time or another. The data proves that loyal customers are more lenient and willing to forgive. PR Week found that two-thirds of loyal customers claimed they’d be more willing to forgive a company for a mistake provided they felt the brand was purpose-driven or cared about them and their specific needs.

The quickest way to lose trust in your customers is to deliver a disappointing customer experience. In the world of FSM, late appointments, cancelled meetings and frustrating double bookings can all create a negative outlook for your business. While the majority (67%) of customers would likely forgive after one mishap, on repeat instances there’s a strong likelihood they’ll seek services from a competitor.

How to Retain your Field Service Clients

Deliver a Faster, Slicker and More Connected Service

As the field service landscape evolves to meet modern needs, it’s clear that creating an excellent customer experience must be treated as a priority for your business to thrive. After all, according to Hubspot, 93% of people are more likely to be repeat customers at companies with excellent customer service. 

At a minimum, customers expect you to deliver products and services they pay for. You’re reliant on your employees to meet those expectations. For that reason, it’s vital that your field service technicians can stick to assigned schedules even when they’re away from the office or other team members.

To deliver a faster, more seamless service for your field service clients, you must have visibility on your technicians’ real-time location, performance and adherence with assigned jobs and hours. Tracking your workforce can help you to allocate work orders faster and manage the distribution of tasks as the need arises.

With increased connectivity and greater access to precise data, a cloud-based FSM system like BigChange can help you provide a proactive customer experience service that’s both efficient and effective.

Communicate with Clarity and Transparency

Let’s be real, no one likes to be left in the dark or to be taken by surprise. Your customers will always want to be in the know with new information. When looking for ways to retain your clients, start with communication. 

Take the time to send your field service clients helpful updates or notices about their upcoming service, project status or price quotes. Leading with clarity and transparency gives your clients visibility over the work you’re conducting, embedding confidence in your company’s ability to complete the job in a timely manner.

When technicians have access to field service software, they can be more open with customers. Equipped with essential information about the individual customer’s history, they can accurately explain changes and decisions made after past enquiries and engagements.

You can also put the control back in your customer’s hands by providing a self-service option that allows them to choose the services and appointments they want. From automatic texts to tell customers when you’ll be with them, to a self-service portal to make job requests, a tool like BigChange means you can quickly and easily keep your customers up-to-date. 

Better yet, your clients won’t have to go through the hassle of call centres and multiple customer service representatives — with BigChange they’re on a fast-track to problem resolution.

Improve Visibility of your Inventory and Individual Customer Profiles

When a customer experiences an issue and reaches out to your company for field service assistance, the reality is that the clock has already started ticking for your team. Every minute that passes counts when it comes to customer retention. 

The speedier and more helpful the service you provide, the more a customer dealing with a critical problem will reward your organisation. But what technologies or tools can you harness to deliver a fast and efficient field service?

The answer: a digital inventory control and management system. 

Improving inventory visibility equips technicians with the right tools they need to help a field service client in need. Having the means to track material orders helps monitor material usage and availability, while providing insights into best-selling items, market trends and over-consumption of certain materials. 

Opt for a complete software solution that connects a technician’s mobile device to your organisation’s CRM system, inventories and customer profiles in real-time. That way, your field service workers have the knowledge databases to deliver impactful customer experiences that lead to higher retention.

Adopt a Cloud-Based Platform

It’s no secret that today’s emerging technologies will power tomorrow’s customer service experiences. 

Rather than purchasing expensive systems and equipment for your business, you can reduce costs by partnering with a cloud-based field service management software provider. Moving to the cloud is guaranteed to slash the costs of managing and maintaining your IT systems in the long-term.

Early adopters of cloud-based CRM systems have discovered a competitive advantage over other companies that aren’t using modern ways to connect with their customers. The average person uses 36 cloud-based services daily — meaning you’ll be meeting your customers where they already are.

With a cutting-edge workforce management system like BigChange, you can organise and optimise for the most significant factors that influence the customer experience. Your back office teams can work in collaboration to easily monitor, schedule and dispatch service requests so that your field-based workers’ strongest skills are deployed to meet customer expectations the first time, every time. 

Field service management software can enhance your business by making it more efficient and providing employees with the resources to make their jobs easier. Investing in a field service solution will establish better customer relationships, improve retention rates, reduce operational costs, and improve cash flow.

Make Field Service Problems a Thing of the Past with BigChange

Save valuable time and stay connected to every aspect of your business with BigChange. 

Our secure, cloud-based software helps you track and control every job, from quotation to payment, on a single platform. Everything you need to know will be at your fingertips, making it easy to plan, manage, schedule and track your field-based workforce and transport operations.

Plus, you’ll be able to make the most of our dedicated, expert support.

Want to find out more?
Discover how BigChange can make your business grow stronger, arrange a free demo today.


If your main focus is on acquiring new customers, you should know that you’ll spend five times more than you would by simply retaining your existing clientele. In fact, your current customers are also more likely to be loyal to your brand, try new products and spend more in the long run. 

Therefore, to survive in today’s turbulent, post-pandemic market, you must prioritise customer retention. But, with your technicians — the faces of your organisation — scattered across the country, how can you ensure that they’re representing your company appropriately? 

The answer lies with job management software

Arming your field-based workforce with the latest technology provides them with everything they need to do an outstanding job every time. In this article, we’ll explore the advantages of using a job management platform and share how it leaves a lasting impression on your customers. 

How Your Technicians Can Improve Customer Retention

89% of companies see customer experience as a critical factor in driving customer loyalty and retention. Therefore, your technicians must be aware of how to deliver excellent service. Here are our top three tips:

1. Boost First-Time Fix Rates

Field service organisations that achieve a first-time fix rate of over 70% boast an impressive 86% customer retention rate. Customers don’t want to have to wait around all day for a technician to arrive, only to find out that they can’t fix the issue and will have to come back. 

Fortunately, with job management software, enhancing your first-time fix rates has never been simpler. Once a customer makes an appointment via the self-service booking system, your back-office team can assign a technician based on location, skillset, job constraints and vehicle type. By assigning the best person for the job, you can ensure that they’ll complete the project in one appointment.

Plus, many state-of-the-art platforms link with your inventory to give you complete visibility over your stock and assets. As such, your team can simply assign parts and tools directly to a job, meaning that your technicians will never turn up unprepared. 

Upon their arrival at the client’s location, your technicians can use their mobile devices to find out everything they need to know about the job and see what equipment they have available. Instead of having to reschedule another appointment to fix an issue, they can focus on doing what they do best. 

2. Operate Compliantly

Now, more than ever, customers are aware of the importance of proper health and safety measures. For example, according to the BBC, 40% of Britons want to keep wearing masks in shops and on public transport permanently, indicating that many people are still uncomfortable returning to ‘normal’.

Even without COVID in the picture, proper health and safety measures are critical to ensuring your workers carry out their jobs safely and that there will be no severe repercussions further down the line. That’s where job management software comes in.

You can set mandatory workflows in the system that your technicians must follow before they’re permitted to carry out any work or access their timesheets. They can fill out the forms and risk assessments from their mobile devices and send the results to your back office instantly, providing you with a thorough record for future reference.

If there are any hazards that could jeopardise the job, your team can mitigate the issue and enable the work to continue without any delays. Using technology to remove roadblocks and improve health and safety measures will give you and your customers peace of mind that the work will be completed on time and to a high standard. 

3. Invoice Instantly

On average, it takes around 25 days for a small-to-mid-sized company to process a single invoice manually. Unfortunately, not only can slow invoicing methods lead to late payments, but they’re also inconvenient for your customers, who will have to wait weeks to pay for a service. 

In contrast, your technicians can handle the invoicing process from their smart devices when you use job management technology. Once the work is complete, they can pull through pre-existing information about the job for an accurate cost and send it to your customer for approval in seconds.

Customers will also appreciate the convenient payment methods that modern technology provides. For example, with a platform such as BigChange, people can pay using credit cards, debit cards, bank transfers, direct debits and eWallets. 

Making the invoicing and payment process straightforward will help you stand out against competitors that rely on outdated manual methods. As a result, customers will want to use your business time and time again. 

Arming Your Field-Based Workers with Technology is the Key to Retaining Customers

According to PWC, 46% of people will abandon a company if they aren’t knowledgeable. Thankfully, technology has the power to ensure that your technicians have all the knowledge they need to hit the ground running every time they head to a new job. 

With the BigChange Mobile Application, your technicians can communicate with your back-office and customers in real-time. They will also have access to a range of valuable features, such as:

  • Expenses log
  • Photo and signature capture
  • Stock and equipment quantities
  • Risk assessments
  • Customer relationship manager
  • Timesheets

With so much information available at the tap of a button, you can guarantee that your technicians will leave a favourable impression on your clientele.

Your Customer Retention Rate will Skyrocket with BigChange

All the essential information your business could need at the click of a button.

BigChange’s field service management system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.

Want to find out more?
Discover how BigChange can make your business grow stronger, arrange a free demo today.

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

plumbing engineer software 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.

According to data from the Contractors Health and Safety Assessment Scheme UK (CHAS UK), the COVID-19 pandemic decreased overall HVAC business turnover by 70%. As a result, just under half (45%) of stakeholders believe their company is under threat.

With that in mind, it’s never been more necessary to bid for larger contracts that will provide enough work in the long run. However, if you usually deal with residential customers exclusively, taking the leap to bid on a commercial agreement may be intimidating. 

In this article, we’ll explain how to bid for HVAC service contracts in a few simple steps and share how field service management technology can streamline the process.

How to Bid for HVAC Contract Work

1. Find Appropriate Contracts to Bid On

Before you can begin bidding on a contract, you must first find one you believe your business will be able to manage. A good place to start is by looking on the Contracts Finder page of the GOV.UK website. The Contracts Finder allows you to filter searches by sector. You can also see upcoming contracts and search for details of previous agreements.

You should then familiarise yourself with the three most common contracting procedures, which we’ll explain below.

1. Open Procedure

An open procedure means that:

  • Anyone is permitted to submit a tender
  • Clients cannot negotiate with bidders

There are no restrictions on when clients can use the above method, but they must evaluate all tenders they receive. As such, an open procedure is often used for straightforward procurements.

2. Restricted Procedure

A restricted procedure means that:

  • Any interested parties can express their interest in bidding.
  • A minimum of five suppliers must be invited to bid — provided enough candidates have applied — so there is genuine competition.
  • Clients cannot negotiate with bidders, although they can clarify details and finalise terms.

Again, there are no restrictions on when clients can use the process above. Often, restricted procedures are suited to less stable markets where there are several competitors. 

3. Competitive Dialogue

A competitive dialogue means that:

  • Companies shortlist candidates who respond to their advertisement, and only those selected are invited to bid.
  • Clients are permitted to negotiate with bidders to seek better offers.

Often, competitive dialogue is used when a more tailored approach is needed. For example, if the client’s organisation cannot use a ready-made solution or product due to the complexity of its requirements.

2. Gather Accurate Data About Your Business

Once you’ve selected the HVAC contract work that you want to bid for, it’s time to gather some data. To justify your quote, you need factual evidence and accurate numbers — so you should calculate the following:

  • Labour costs
  • Prices of supplies
  • Equipment usage costs
  • Profit margin
  • Average timescales to complete work

Remember, although the price is important, it’s not a race to the bottom. Your company’s experience, certifications, qualifications and track record are also crucial factors, so clients will be looking at more than just who can offer the lowest bid.

Collecting all the vital information you need to share about your business can seem daunting — but it doesn’t have to be. With field service management software, you can obtain real-time, accurate data on anything from your inventory to finances in just a few clicks. Consequently, you’ll have all the details you need to write a successful bid without the headache of sifting through mountains of paperwork.

3. Put Your Bid Together

Begin your bid submission with a brief overview of your company’s qualifications and why you should win the contract. Then, explain how you will complete the job by answering each question concisely and sharing all the relevant information you sourced earlier. Don’t forget to submit any additional paperwork that the client has requested, such as proof of insurance, certifications, or a list of key personnel.

Whilst it’s beneficial to mention the positive aspects of your organisation, you must ensure you keep the focus on the client. The reader will want to know how you can help them with their specific requirements. Search your document for incidences of the word ‘we’ and consider how you can change them to ‘you’ instead.

Above all else, once you’ve double-checked your bid for errors, you must ensure that you submit it before or on the deadline. Failure to do so will likely cause the client to discount your submission entirely, meaning you’ve lost both valuable time and a potential customer. 

Field Service Management Technology Speeds Up the Bidding Process

Bid writing is a time-consuming process and, when there’s no guarantee that you’ll win the contract in the end, it can be tempting to simply continue attending to one-off jobs. But, to survive in a post-COVID world, HVAC organisations will need to secure a steady pipeline of work, which you can achieve by winning contracts. 

Fortunately, you can cut down your time writing bids by arming yourself with the vital data you need to impress potential clients. With field service management software such as BigChange, you can view details:

  • Who is working for you, where, and what qualifications they hold
  • Your clients and their feedback 
  • Your assets, equipment and stock
  • Payments and outstanding invoices
  • Your health and safety procedures 

As a result, you can eliminate the need to search through spreadsheets, paper documents and various systems for crucial information. Instead, you’ll have everything you need to write a persuasive bid, plus time left over to focus on other business-critical activities. 

Win More HVAC Contract Work with BigChange

All the essential information you need at the click of a button.

BigChange’s field service management system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.

Want to find out more?
Discover how BigChange can make your business grow stronger here and arrange a free demo today.

Whether you’ve just started up your cleaning business, or you’ve been established for some time, knowing how to attract new clients is an essential skill. Fortunately, winning contracts doesn’t have to be a headache if you have the know-how and the right technology in place.

In this article, we’ll explain how to get clients for your cleaning business. Plus, we’ll explore the ways that modern technology can give your organisation a competitive advantage.

How Do I Get Cleaning Contracts?

Did you know, there are approximately 66,420 businesses currently operating in the UK cleaning market? With so many organisations for customers to choose from, competition to win cleaning contracts is fierce.

However, there are several methods you can use to set yourself apart from your competitors. Here are the top four ways you can turn prospective clients into paying customers:

1. Word of Mouth

When it comes to attracting customers to your cleaning company, word of mouth is one of your best tools. In fact, word of mouth marketing results in five times more business than paid media, and people are 90% more likely to purchase products or services that have been recommended by someone they know. 

Therefore, you must ensure that you provide your existing customers with a positive experience. Fortunately, by using state-of-the-art field service management software, impressing your clients needn’t be time-consuming or challenging.  

For example, you can provide your customers with a user-friendly portal to easily make and rearrange appointments. Your team can then use the details the customer submitted to schedule and dispatch the most appropriate workers and equipment for the job.

Once your cleaners have completed the work, they’ll be able to instantly send customers invoices from their mobile devices for simple, online payment. Your customers will appreciate the rapidity and simplicity of your service and, as such, be more inclined to tell others about your business.

Field service management platforms also allow you to send your customers satisfaction surveys and personalised follow-up communications to ensure they’re happy. Post-job emails are the perfect opportunity to ask your customers to recommend you to others – you could even offer them a small discount for spreading the word.

2. Be Active on Social Media

With over 420 billion people active on social media, it has become one of the primary advertising channels for small businesses hoping to attract new clients. Consequently, you should ensure that you regularly update at least one channel.

Remember, cleaning is a visual service, and social media is your portfolio, so platforms like Instagram, Facebook and YouTube are ideal for showing off your work. You may wish to share before and after photos or even time-lapses of your team at work to give customers an idea of what to expect when they hire you.

Social media is also an excellent place to target specific prospective clients. For instance, if you want to win more office cleaning contracts, you could tailor your content specifically to corporate customers. Or, if you operate in a specific area, you can tag your posts to exact locations.

Finally, to build up a solid social media following, you should take time to respond to comments and connect with other users. Taking a friendly approach will make you stand out and attract more customers to your organisation.

3. Create a Website

Shockingly, it only takes about 50 milliseconds – or 0.05 seconds – for customers to form an opinion about your website. Sadly, if their first impressions aren’t positive, you could be losing business, so it can be tempting to forego a website entirely. 

But, in today’s digital world, having a website is necessary if you want prospective clients to find you. 

The good news is, you no longer have to be a tech wizard or break the bank to create a professional-looking website. There are now plenty of website builders with templates you can use to put your own site together in a few clicks. 

When making a website, you should tailor it to your customers and what they want to see. With a contemporary CRM (customer relationship management) system, you can obtain a snapshot of your customer base and their requirements at the touch of a button. 

Every interaction you’ve had with your clients, from phone calls to satisfaction surveys, are stored on the platform, so you can tell what industry the majority of your customers operate in, where they’re located and what feedback they gave you. As such, you can use the data you’ve collected to shape your website’s content and continue attracting similar customers.

4. Collaborate with Other Businesses and Expand Your Reach

Networking is a powerful method of growing your organisation and winning new contracts. Still, if you’re one of the 41% of people who believes they don’t have time to connect with other professionals in their field, you could be missing out on business opportunities.

Luckily, you can eliminate the time-consuming aspects of networking by employing the latest field service management technology such as BigChange. With BigChange, you can make the most of their ‘Network’ of trusted global field service companies without needing to leave the office.

Instead, you can list your business for free and start receiving connection requests immediately. From there, you’ll have the option to collaborate on projects with other like-minded companies, meaning you can bid for larger contracts and operate further afield without needing to hire extra resources.

You can specify the types of jobs you have available, alongside the skill requirements, so you can be sure that any subcontractors meet your standards and will represent your business appropriately.

Turn Prospective Clients into Paying Customers with BigChange

Some systems manage relationships. BigChange helps you master them.

Our fully integrated job management software gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.

Want to find out more?

Discover how BigChange can make your business grow stronger, arrange a free demo today.

According to data from the Office for National Statistics (ONS), the hospitality industry was one of the worst affected throughout the COVID-19 pandemic. As countrywide lockdowns prohibited events and forced many public locations to close their doors, catering businesses had to await further announcements and place staff on furlough, creating a sense of uncertainty.

Now we’ve entered the ‘new normal’, it’s the perfect time to grow your company. One way to obtain more clients is to win a public sector catering tender. The public sector — for example, schools, care homes, hospitals, airports and offices — regularly outsource catering services, so plenty are available.

In this article, we’ll walk you through each step of tendering for a catering contract. We’ll also share how job management software can help you easily manage your growing business.

7 Simple Steps to Winning Catering Jobs

1. Do Your Research

Firstly, you’ll need to find a tender that’s relevant to your business. In the UK, all public tender opportunities are listed on Contracts Finder or Find a Tender, and you can search using keywords related to your services.

2. Complete the Pre-Qualification Process (PQQ)

Once you’ve selected a tender you want to apply for, you’ll need to complete the PQQ process, which involves filling out a questionnaire. The questionnaire should cover topics such as experience level, past and current clients, geographical reach, financial information and insurance details. 

The answers you provide will enable the client to shortlist the suppliers that fit their requirements. All shortlisted suppliers can then officially tender for the contract, so take some time to fill out the questionnaire in detail and research the client to improve your chances of making the cut.

3. Invitation to Tender (ITT) 

If you’re invited to tender for a contract catering job, the client will invite you to tender and should supply the following information:

  • The scope of works
  • An explanation of the tender process and instructions
  • The criteria
  • How they will assess applicants

However, the above list isn’t exhaustive, and some clients may require you to include more information. The client might also have a preference over the format of your response; for example, you may have to upload your answers via an online portal with a maximum word count.

4. Visit the Client’s Site

The client will likely invite all bidders to their site to outline their catering objectives and provide a tour of their facilities. You’ll have the chance to see the working environment and equipment and learn more about the services and standards required. Plus, you can gain more insight into the company’s culture and ethos, which could help you decide whether the client is a good fit for your business.

5. Write the Tender Document

Now you’re ready to begin writing your tender. Often, you’ll need to submit the tender in both hard copy and digital formats, and you will need to include the following:

  • Sample menus
  • Staff information
  • Method statements
  • Specific company policies
  • Description of support resources
  • Mobilisation plan
  • Service innovation
  • Supply chain information
  • What differentiates your company from the competition

Therefore, it’s worth taking some time to review all your vital company data and highlight anything that should take priority in your answers. Remember, your responses will be more authoritative if you have accurate statistics to back them up. 

With a state-of-the-art field service management platform, gathering accurate, real-time data needn’t be a headache. In fact, you’ll be able to find everything you need — from finances to staff details — in one place. 

6. Prepare for a Client Visit 

After the client has evaluated all tender documents, they will arrange a visit to your site. The purpose of the visit is to see your catering abilities in person. As such, you must focus on delivering excellent service. You should pay particular attention to your menu, food presentation, customer service and marketing materials.

The person visiting your site will typically be your main point of contact if you are successful. Consequently, you should aim to make them feel like you could have a good working relationship in the future. 

7. Presentation

The presentation is the final stage of the tendering process and is an opportunity to showcase your proposal in reality. It may seem as though you’re simply repeating what you already included in the written tender, but don’t be lulled into a false sense of security. You could lose the opportunity if you don’t go into the presentation fully armed with the correct information.

Although it’s impossible to know what the client will ask, you should know your proposal inside out, including facts and figures. Subsequently, you’ll be able to answer all questions confidently and prove to the client that you’re the best supplier for their requirements.

Field Service Management Technology Simplifies the Tendering Process

It’s no secret that catering companies have faced many difficulties in recent years. As a result, it may be tempting to forgo tendering for larger opportunities in favour of completing ‘quick win’ jobs. After all, gathering vital data to support your proposal can be time-consuming and complex.

But, in a post-COVID world, job security is essential. The best way to ensure you have a steady pipeline of work is to bid on contract catering jobs. 

Fortunately, you can streamline the tendering process by equipping yourself with the crucial data you need to impress potential clients. With a job management platform such as BigChange, you can view details such as:

  • Who is working for you, where, and what qualifications they hold
  • Your clients and their feedback 
  • Your assets, equipment and stock
  • Payments and outstanding invoices
  • Your health and safety procedures 

You’ll eliminate the need to search through spreadsheets, paper documents and various systems for crucial information. Instead, you’ll have everything you need to write a persuasive bid, plus time left over to focus on other business-critical activities. 

Win More Catering Jobs with BigChange

All the essential information you need at the click of a button.

BigChange’s Field Service Management Software gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.

Want to find out more?

Discover how BigChange field service management software can make your business grow stronger here and arrange a free demo today.

Did you know that increasing your customer retention rate by just 5% can increase profits by a colossal 25-95%? Therefore, to thrive in a post-pandemic world, companies will need to consider innovative ways to attract new business and turn one-time patrons into loyal customers.

Nevertheless, to enjoy the benefits that long-term customers bring to your business, you first need to know how to attract them. Fortunately, customer attraction and retention needn’t be challenging when you have the right technology in place to delight your customers.

In this article, we’ll explore the value of repeat customers before sharing some top tips on how to attract new clients and retain them. Plus, we’ll discuss how technology can make attraction and retention more straightforward.

What is the Value of Repeat Customers?

Often, when business leaders consider ways to grow their company, they focus on acquiring new customers. But, it costs five times as much to attract a new customer than to keep an existing one. As such, you must have a strategy in place to retain your customer base, which we will explore in more detail later in the article. 

Repeat customers are particularly valuable because they are typically:

Easier to Sell to Again:

If customers are satisfied with your services, it’s usually easier to win more business from them in the future. In reality, there is a 60-70% chance that repeat customers will use your company again. 

Likely to Spend More:

On average, repeat customers spend around 67% more than new customers, so it’s worth spending time focusing on how you will keep them engaged and coming back to your business for more.

Your Biggest Advocates:

Repeat customers commonly refer 50% more people to your company than new ones, making it one of the most cost-effective methods of marketing your business.

Before you can focus your attention on maintaining your client base, however, you need to ensure that you have enough customers in the first place. Unfortunately, customer attraction can be challenging if you don’t have the know-how or the right technology, so how do you bring in more clients?

How to Attract New Clients

Although 82% of companies agree that customer retention is cheaper than acquisition, it doesn’t mean you should ignore potential clients altogether. The larger your client base, the more customers you’re likely to retain. So, you must deliver a service that will make you stand out against your competitors.

Here are the top three ways to attract new clients to your business:

1. Have Knowledgeable Employees 

Unsurprisingly, 46% of people will abandon a brand if they’re not knowledgeable. Subsequently, you must ensure that your office and field-based employees have all the necessary information to deliver outstanding service.

Only problem is, it can be tricky to ensure that everyone is on the same page when you rely on multiple systems, paper-based documents and spreadsheets to manage your operations. Vital information can become lost, incorrectly recorded, or duplicated, making it tricky to know which is the most up-to-date version.

Fortunately, thanks to modern technology, you can equip your staff with everything they need to know in one easy-to-use platform – from appointment booking details to invoices and payments. With access to accurate, real-time data, your back-office team will always be ready to answer enquiries and provide regular job status updates for your customers. 

Most modern workforce management platforms also come with an app that your engineers can use on their mobile devices whilst at customer sites. Your engineers will never have to arrive at a job again feeling unprepared as they can access all the case management notes in seconds and ensure that they’re fulfilling all of the customers’ requirements. 

2. Provide a Great Customer Experience and an Effective Solution 

Companies that prioritise their customer experience outperform those that don’t by an astonishing 80%. In a world of instant gratification and seamless, online processes, people have come to demand more convenience when dealing with businesses, from taxi services to pizza delivery.

So, why would they expect any less from your organisation?

Fortunately, with a modern field service management system in place, your business can stay ahead of the curve and delight clients simultaneously. 

Customers can book and reschedule appointments at the touch of a button via a user-friendly self-service portal, which then alerts your back-office team. Your employees can use the booking information to schedule and dispatch a worker in minutes, based on availability, location and job type, before sending an update to your customer.

Your engineers will arrive at their customers’ locations with all the correct gear they need to complete the jobs on the same day since your back-office team can assign equipment directly to projects. Finally, the engineers can send essential documents and invoices to customers from their mobile devices for speedy online payments once the work is complete. 

By providing your clients with a straightforward experience and solving their problems quickly, you’ll find that your reputation will skyrocket, and more customers will come knocking on your door. 

To learn more about how to deliver a seamless customer experience, click here.

3. Word of Mouth

Word-of-mouth relies on using your existing customers to recruit new ones. But, it is one of the most effective forms of marketing, with 92% of customers trusting direct recommendations above all other forms of advertising. 

As we explained in the previous point, providing an excellent customer experience will make your clients more inclined to spread the word about your services to their friends, family and professional networks. Yet, you can’t rely on all your customers to advertise your business completely unprompted.

Sometimes, you have to nudge them in the right direction.  

Thankfully, using the latest CRM (customer relationship management) system, obtaining customer referrals has never been simpler. As soon as your technicians have completed the work, you can send clients a satisfaction survey at the touch of a button. 

Not only will the surveys enable you to continue tailoring your products or services to customer requirements, but they also ensure that your customers are satisfied with the work. If they are not, you will be able to address any issues early on. 

Once you’ve confirmed that your customers are satisfied, you can use your CRM system to send them company-branded emails. The CRM pulls client data into the templates to give all your communications a professional, personalised look. 

You can use the emails as an opportunity to follow up with customers and ask them to refer you to others, possibly in exchange for a small discount next time they use your services. In doing so, you’re likely to attract a host of new customers and retain your existing ones at the same time. Win-win. 

How to Retain Your Clients

Once you’ve built up a substantial customer base, you need to put in the work to retain your newly acquired clients. Fortunately, the success rate of selling again to a customer you already have is 60-70%, so you’re already at an advantage. However, some methods are more successful than others.

If you’re wondering what your current customer retention rate is, here’s a simple calculation:

  1. Determine how many customers you have at the end of a given period (e.g. a quarter)
  2. Subtract the number of new customers you acquired during that time
  3. Divide by the number of customers you had at the beginning of that period
  4. Multiply by one hundred

Not happy with the number? Read on to find out how to retain your clients and reduce your churn rate.

1. Make Your Customers Feel Valued

According to Google Econsultancy, 89% of successful businesses say anticipating customer needs and providing assistive experiences along the customer journey are critical to growth. An excellent customer experience (CX) is more likely to make your customers feel valued and want to use your business again in the future.

With a state-of-the-art CRM system in place, you can manage the customer journey end-to-end for a seamless experience. Anticipate your customers’ needs by giving them the power to book and reschedule their appointments via an online portal. Provide them with regular, real-time job status updates. Then, schedule and dispatch technicians to promptly resolve their issues.

Once the groundwork is complete, your engineers can arrive at the location on time with all the equipment they need and complete the job the first time. They can then instantly complete all the paperwork, obtain customers’ signatures and complete the payment process straight from their mobile devices. No longer will your customers have to wait several days for a paper invoice in the mail.

Instead, they’ll be impressed that you considered their needs and delivered a stellar service.

2. Maintain Consistent Communication

Communication is the key to retaining your existing customer base. In fact, top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear correspondence. 

Using a modern CRM (customer relationship management) system, you can use real-time data to provide your customers with job status updates. For example, once your team has scheduled and dispatched a technician, they can automatically send a text message notification to your client via the platform, so they know what time to expect the worker to arrive. 

Plus, many modern CRMs provide company-branded templates that allow you to pull through pre-existing customer details and create personalised email communications. As a result, you can send satisfaction surveys and regular email updates to your customer base once the work is complete to keep your business at the forefront of their minds.

Routine communication not only builds trust with your customers but also boosts engagement with your services, meaning that customers who have already purchased your products or services are more likely to do so again in the future.

3. Make a Good Impression

In today’s digital world, customers expect straightforward, convenient processes. According to PricewaterhouseCoopers, 70% of customers believe that speed of service matters most. Consequently, you’ll need to streamline your workflows to ensure that customers are satisfied. 

By using BigChange’s advanced job management system, you can eliminate the inefficiencies that create a slow service. For example, you can set up an easy-to-use client portal, where customers can book and reschedule appointments at the touch of a button. 

Your back-office staff can simply assign and dispatch workers to the customers’ jobs based on location, availability and skill set. 

You can also equip your field technicians with all the information they need upfront to complete the job the first time through the accompanying mobile workforce app. Then, they can instantly send paperwork to the customers from their mobile devices for a quick and straightforward payment process. 

As a result, your customers will be impressed by the rapidity of your service and satisfied with the quality of work. When they need similar services in the future, they’re more likely to use your business over your competitors. 

Experience the Value of Repeat Customers with BigChange

Some systems manage relationships. BigChange helps you master them with our market leading Job Management Software.

Our fully integrated CRM system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.

Want to find out more?


Discover how BigChange can make your business grow stronger here and arrange a free demo today.

In August 2021, we engaged the research consultancy Opinium to survey field service organisations and learn about how they fared since the UK’s strictest lockdown came to an end a year ago.

Although demand for field services skyrocketed during the pandemic, 97% of businesses deemed to be ‘struggling’ said that taking on the additional work would require a staggering 92% increase in employees. Unfortunately, such a significant increase in resources is an impossible expense for organisations that were hit financially over the last two years.

Luckily, there is a way for field service companies to expand their geographical reach and take on new clients without needing to hire additional staff. Read on to learn more about job management software and how it can help your business grow stronger.

Winning New Business Without Additional Employees

The average UK recruitment cost for a new employee is £3,000 but, with workload up by 70% across the field service industry, business leaders must think of more cost-effective ways to meet the surging demand. That’s where job management software comes in. 

Using technology, you can reduce your employees’ workload and free up more time to focus on business-critical activities. Here are just some of the ways you could refocus your priorities and take on more jobs:

1. Give Engineers Digital Tools

80% of engineers think that mobile technology is a vital tool for enhancing efficiency and enabling them to help customers effectively. Therefore, for companies to maximise their time and take on more appointments, they must add a mobile application to their technicians’ toolkits. 

The best job management platforms include integrated apps that give field based employees access to your back-office’s central system from any location. From the app, they can instantly view changes to their schedule, read essential information about each job, complete risk assessments and mandatory forms, and issue digital invoices — all from the palm of their hand. 

Technology allows your workers to be more agile during the unpredictable workday and provides them with everything they need to know in real-time. As a result, you’ll find that they’re able to get the job done faster and visit more customers per week.

2. Improve Job Scheduling

Instead of spending the average 140 hours each year manually managing your job schedule, why not harness the power of an intelligent scheduling assistant? The assistant optimises your engineers’ routes, decreasing their travel times and matching them up with jobs that they’re best suited to fix on the first appointment.

Aside from liberating your back-office team from the burdensome admin tasks that take their focus away from more pressing activities, you’ll also eliminate errors caused by manually handling a job schedule. With fewer mistakes, your schedule will run like clockwork, rather than being riddled with delays, and you can rest assured that you’ll always have the right resources in the right places.

3. Network and Collaborate

41% of business leaders recognise the value of networking and want to attend events more frequently. But, the main obstacle standing in their way is time. Fortunately, with a job management platform like BigChange, you don’t have to sacrifice valuable days in the office to go to networking events.

Instead, you’ll have access to the BigChange Network, an online community of thousands of trusted field service organisations nationally. You can list your business for free and start receiving connection requests immediately. With so many companies to choose from, the collaboration opportunities are endless.

Suppose you have a high volume of work but not enough people to complete it. You can simply make a post on the Network where subcontractors can apply. Consequently, you can complete every project and even expand your geographical reach to places you were previously unable to cover, giving you access to more customers than ever before.

Technology Helps You Manage Increased Workloads Without Stress

Four in ten field service organisations say that the pandemic has led to staffing difficulties. The good news is that you can eliminate the headache and cost of taking on new hires by investing in a state-of-the-art job management platform. With so much power at your fingertips, winning new business and expanding your geographical reach takes just a few clicks.

Winning New Business is Simpler than Ever on BigChange

BigChange’s complete job management platform is helping field service businesses across the UK win more work, take control of their operations and deliver winning customer experiences.

Bring your customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management and business intelligence onto one easy-to-use platform and begin enjoying the benefits of a smarter way of working today.

Want to find out more?

Discover how your business can grow stronger on BigChange here and arrange a free demo today.

Get the full State of the Field Service Sector report here

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