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When it comes to running a successful field service business, every minute counts.

However, you can only ensure that you’re making the most of your workers’ time and delivering an excellent service when you have access to real-time data. Without live updates, you’ll be relying on second-hand information to make decisions, possibly when it’s already too late.

That’s where field service management software come in.

Thanks to technological advancements in recent years, you can now gain complete visibility over your operations at the touch of a button. Never again will you have to rely on guesswork or slow, inefficient processes to get the job done. In fact, companies that use field service management software enjoy a 90% time saving on average.

In this article, we’ll explore the main reasons why real-time data is critical for your company and how you can access live updates on BigChange’s complete Job Management Platform.

Why is Real-Time Data Important?

Big data is undoubtedly contributing to the growth of almost every industry today. Nonetheless, if you don’t currently have methods of harvesting this information or aren’t using it to your advantage, you could fall behind the competition. 

Therefore, it’s worth considering how you can capture and use real-time data to grow your business. Here are just some of the top benefits your business could enjoy:

1. Boosts First-Time Fix Rates

The average first-time fix rate for field service businesses is between 75-79%. Although the percentage may seem high, in reality, it means that at least a quarter of all service calls involve a follow-up appointment. 

Not only are additional engineer visits inconvenient for the customer, but they also eat into your profits and disrupt your schedule. 

Instead, when you have access to real-time data, the risk of not fixing an issue the first time plummets. For example, your back-office staff can assign equipment and assets directly to a particular job and dispatch an engineer with the right skill set to carry out the work.

Once they arrive at a job, your technicians can access all the data they need to resolve the issue as promptly and accurately as possible. As a result, your technicians will be able to attend more appointments per day, your customers will be content, and your bottom line will experience a boost.

2. Increases Customer Satisfaction

Currently, 32% of field service organisations are failing to attain at least 80% customer satisfaction. Poor customer satisfaction rates can destroy your reputation and make it harder to win new business in the future.

When you don’t have complete visibility over your operations, meeting customer expectations becomes much more challenging. In addition to causing poor first-time fix rates, lack of real-time data prevents your customers from tracking their appointment statuses, causing a lot of inconveniences.

In comparison, when you use a modern workforce management system, you can use the live data it collects to:

  • Assign the correct equipment to jobs
  • Dispatch an appropriately skilled technician to jobs
  • Provide customers with live job status updates to keep them in the loop
  • Equip your technicians with all the information they need to carry out work effectively

Aside from being satisfied with the speed and quality of work, your customers will also appreciate your personalised approach to communication. Consequently, they may use your business again or recommend your services to friends, family, and professional networks.

3. Cuts Down Travel Costs

Time is money. Unfortunately, with petrol prices escalating to an eight-year high in the UK, many field service businesses are losing large sums of money by not optimising their technicians’ routes between jobs. 

When you don’t have visibility over your field engineers, it becomes incredibly complicated to ensure that you’re allocating the best resources for jobs and keeping travel times to a minimum.

But, with state-of-the-art scheduling technology in place, you can revolutionise the way you plan jobs. The software uses real-time data to account for location, traffic information, job constraints and vehicle type so you can rest assured that you’re allocating the right people and equipment to the right place.

Subsequently, you’ll save money on petrol and improve productivity by freeing up your technicians’ time to attend to more projects per day. 

4. Enables You to Create Accurate Budgets

According to a BlueSnap report, 37% of organisations cannot accurately forecast their cash flow because they use outdated processes and legacy systems to manage their finances. If a lack of financial visibility is plaguing your business, you may be spending more than you should be.

In contrast, when you adopt a workforce management software, it collects real-time data, which you can use to have more clarity and control over:

  • Stock and equipment quantities
  • Outstanding customer invoices
  • Cost centres

With the exact quantitative data to hand, you can make better-informed budgeting decisions for the future. For example, you are less likely to inadvertently over-order stock because you’ll have the exact number recorded in the system. Instead, you can use your profits to continue growing your business.

Access Real-Time Data and Maximise Efficiency with BigChange

See your entire operation at a glance on BigChange’s complete Job Management Platform.

Our cloud-based job management software provides you with live data so you can:

  • Schedule and dispatch workers based on location, skill set and availability
  • Assign assets and equipment directly to jobs to increase first-time fix rates 
  • Respond to urgent requests and mitigate potential issues
  • Make informed, accurate decisions about your business

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.

Workforce scheduling and optimisation are critical elements of any field service company. They ensure that your operations are running smoothly and that you are making the most of your engineers’ time. 

But, organisations that fail to modernise and adopt technology to maximise their job scheduling efficiency now risk becoming obsolete. With a staggering 89% of customers preferring an ‘Uber-like’ service for tracking technician arrivals, traditional methods of managing your schedule aren’t going to delight your customers and keep them coming back in the future.

Thankfully, the latest job scheduling software eliminates the headaches associated with creating an efficient workflow and automates the entire process, impressing customers and freeing up your back-office staff’s time simultaneously. 

Read on to learn more about what field service job scheduling software is, why it’s important and how it can benefit your business.

What is Job Scheduling Software and Why is it Important?

Workforce scheduling involves planning each field workers’ day to manage the workload within your business. However, 25% of companies currently use spreadsheets and manual data entry to create their schedules. The remainder relies on whiteboards and other inefficient, error-prone processes.

Unfortunately, traditional methods of scheduling jobs aren’t going to cut it in the modern world. Customers are used to seamless, convenient experiences that spreadsheets, paper-based documents and legacy systems cannot provide.

Picture this: a customer calls your back-office team, asking to make an appointment for Wednesday at 3pm. Your employee makes a note of it and assigns Sasha to the booking in the spreadsheet.

But they don’t notice that they’ve made a typo and put 4pm instead. In the meantime, another team member has received a call for Wednesday at 3pm, and they assign Sasha to it, not realising that she is supposed to be in another location at that time.

On Wednesday, Sasha receives her schedule and begins the day. At 3pm, she attends the booking on her sheet. However, about ten minutes into the job, she receives a call from a back-office team member who wants to know why she didn’t show up to an appointment.

After some back and forth, your team finally concludes that there’s been a scheduling error. Only problem is, your employees now face the dilemma of either letting one customer down and rescheduling or trying to find an engineer who can visit the customer at the last minute.

Not only is a poorly managed schedule inconvenient for staff and customers alike, but it can be costly and destroy your reputation in the process.

That’s where field service job scheduling software comes in.

Using intelligent scheduling technology, you can ensure that you always have the right resources in the right places. 

Customers can book and reschedule their appointments directly via an easy-to-use online portal. Your back-office team can then use the customers’ booking information to schedule and dispatch workers without needing to worry about the potential for human error. 

The intelligent scheduling software is designed to account for traffic information, worker location and skill set, availability, and job constraints, so you know that you’re assigning the best person for the job.

The 5 Top Benefits of Using Field Service Job Scheduling Software

Here are the top five benefits your business could experience by adopting field service job scheduling software:

1. Optimised Routes Between Customer Bookings

A large portion of a field engineer’s working day is spent on the roads, travelling between customers. In addition to long journeys being extremely pricey, especially since petrol prices in the UK have skyrocketed to an eight-year high, they also take up a large chunk of time that could be better spent attending to customers.

Using traditional job scheduling methods doesn’t provide you with the complete visibility you need to plan routes in the most efficient way. If you can’t see who’s working for you on what day and where, how can you ensure that you’re keeping time on the road to a minimum?

Instead, with state-of-the-art job scheduling software, you can use real-time data to assign appropriately skilled workers to jobs, accounting for location, traffic information, job constraints and vehicle type.

The inbuilt intelligent scheduling assistant enables you to optimise the travel distance of hundreds of jobs at the touch of a button, slashing both time and cost of each journey. In fact, you’ll be able to see the ‘cost to serve’ each customer directly on the system so you can factor it into your future budgets.

By optimising each technician’s journey, they’ll have more time than ever before to attend additional bookings and focus on doing what they do best.

2. Better First-Time Fix Rates

Did you know that companies with a first-time fix rate of over 70% enjoy an 86% customer retention rate? Conversely, those with a rate under 70% only manage to retain 76% of customers, which is a 10% reduction. Consequently, completing jobs the first time is paramount to run a successful business.

Still, businesses continue to risk banking on spreadsheets, paper-based documents and legacy systems to manage their scheduling effectively. Although traditional methods may have worked in the past, customer expectations are constantly becoming more demanding, and people don’t want the inconvenience of needing to book more than one appointment. 

Luckily, thanks to modern job scheduling technology, you can dramatically improve your first-time fix rates and impress customers simultaneously.

Your back-office team can use real-time data to assign skilled resources, equipment and assets such as vehicles directly to a booking. By ensuring that your technicians have the right skills for the job and are armed with the correct gear each time, they are far more likely to complete the project on the same day.

When you use technology to streamline your processes, you can rest assured that everyone on the team can do their jobs effectively and satisfy your customers. Ousting repeat visits will also free up more time for your technicians to complete more visits each day and boost your bottom line further.

3. A More Motivated Team

It’s no secret that manual administration processes can be time-consuming. In reality, workers say they spend around two hours every day on admin instead of focusing on more business-critical tasks.

Aside from taking up your team’s precious time, arduous, repetitive work can obliterate employee morale and cause productivity to hit an all-time low. The worst part is that when your staff aren’t engaged in their work, the margin for error increases exponentially. 

As such, you may find that there are more missed appointments, delays and scheduling clashes, which bruises your company’s reputation and costs you in the long run. 

In contrast, field service job scheduling software is designed to streamline processes and eliminate the repetitive nature of administration work. Your back-office team can schedule and dispatch workers based on their location, availability, vehicle type, and skill set at the touch of a button.

For maximum productivity, you could use a platform that incorporates a CRM. For example, BigChange’s complete Job Management Platform enables your team to pull customer information directly into bookings, reducing the room for mistakes. Plus, the system updates live so your team can’t inadvertently book your technicians to be in multiple places at once.

With your team needing to spend less time on monotonous tasks, you’ll find that their motivation levels will rise, and they’ll have more opportunities to work on jobs that directly contribute to business growth.

4. Ability to Mitigate and Respond to Emergencies

Over half (56%) of field service professionals say that their customers are demanding faster response times. Therefore, you must have the means to act rapidly, regardless of the situation.

Let’s imagine that a customer’s pipe bursts in the only bathroom in their house. They call your back-office team to see if you can send a plumber over as soon as possible. Sadly, your employee cannot get hold of an engineer because they’re all busy and aren’t answering their phones. 

As a result, the employee can’t schedule someone to get there soon, and they have to decline the job, meaning the customer goes to your competitor instead. 

Fortunately, frustrating scenarios like the above are entirely avoidable with field service job scheduling software such as BigChange. Communication with technicians is straightforward as they all have access to an app that provides them with all the information they need to know in real-time — no more missed calls or text messages.

Additionally, your back-office team can use GPS tracking and live data to see which engineers are nearby. As a result, they can rapidly allocate resources to emergency call-outs and ensure that no bookings are left unattended.

Because your company can respond so speedily to emergency requests, you can mitigate a host of expensive issues and impress your customers, meaning they’ll be more inclined to use your services again in the future.

5. Guarantees Compliance

In addition to keeping your customers happy, a large part of running a field service business involves taking measures to protect your workers’ health and safety and ensuring that you follow industry regulations.

When you don’t have complete visibility over your workers, guaranteeing that you’re running your operations compliantly becomes a near-impossible task. Nevertheless, if your business is found to be in breach of specific regulations, you could be hit with severe financial and reputational damage. 

The good news is, with a suitable job scheduling software such as BigChange in place, compliance worries can become a thing of the past.

BigChange records all actions in the system for a detailed audit trail, from engineers’ time spent on the road to timesheets and jobs completed. Subsequently, you can ensure that your field engineers are working within legal hours and that you’ve paid them the right amount for the work they’ve completed.

Additionally, your back-office team can create workflows to assign to each scheduled job. The workflows are mandatory and ensure that the technician has carried out appropriate health and safety measures, such as conducting a risk assessment before starting the project. 

Once the work is complete, they can capture photos and signatures from their mobile devices to ensure that the work is compliant and meets industry standards. The system instantly assigns every piece of information your technicians capture to the scheduled job, so you have a complete record to look back on should you need to in the future.

Make the Switch to Intelligent Scheduling with BigChange

BigChange is the complete Job Management Platform that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences.

Bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, business intelligence into one simple to use and easy to integrate platform your business can run on.

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.

Historically, field service businesses that want to expand have had to rely on unfamiliar subcontractors and invest money in hiring more staff to keep up with the volume of work. However, it can be tricky to maintain a smooth operation when you don’t have visibility over your workers or control over the processes they use.

Plus, with the skills shortage making it increasingly challenging to find talent, companies will need to consider other, more modern ways to grow. Luckily, technology can provide a cost-effective and convenient solution.

Read on to find out more about the BigChange Network and learn how networking with other businesses will enable you to enhance your operations.

What is the BigChange Network?

Joining BigChange means that your business automatically gains access to the Network, where you can connect with thousands of trusted, like-minded organisations around the world. You will have the opportunity to collaborate with each other to expand your services without the additional cost or risk that usually accompanies company growth.

Since the Network is integrated with our BigChange job management software platform, you won’t have to wrap your head around another system. Instead, you can simply manage your subcontractors using the back-office technology you currently use for your own team, making for an efficient and uncomplicated workflow. 

Want to discover more? Check out this informative video.

The BigChange Network: How Technology Can Help Your Business

Here are just some of the ways the BigChange Network can benefit your organisation:

1. Straightforward Networking Opportunities

Did you know that 41% of people want to network more frequently but believe they don’t have the time? In-person networking events can take a significant chunk out of your day when you could be focusing on running your business. But, in today’s talent-short market, networking has never been so crucial.

With the BigChange Network, you won’t have to leave your office to enjoy the benefits that networking provides. Rather, you can post your organisation on the system for free and start receiving connection requests immediately. From there, you’ll have the choice to collaborate on projects with a range of different, BigChange-approved field service companies.

You can also specify the types of jobs you have available, along with the skills required, so you can rest assured that you’ll only be working with the most relevant subcontractors. 

2. Complete Visibility Over Operations

Over 75% of field service organisations currently rely on third parties to carry out work. Although reliance on subcontractors is a necessary part of scaling your operations, it comes with a whole host of potential issues. 

Whether you pin your reputation on an unfamiliar technician who does an unsatisfactory job, or you have to spend time chasing them because your customers need an update, you’ll quickly find that traditional methods of hiring subcontractors do more harm than good.

That’s where the BigChange Network comes in.

All businesses on the platform are approved BigChange members, so you can be confident that you’ll only be working with the most reputable engineers who will represent your company appropriately. Plus, you can see how each job is progressing in real-time as subcontractors can provide you with live updates straight from their mobile devices.

You’ll receive an alert as soon as the subcontractor has completed the work, ensuring that everything remains on schedule and your customers are satisfied. 

No more waiting. No more chasing.

3. Control Over Processes

81% of customers claim they need to trust a brand in order to buy products or services from them. Consequently, if you’ve spent time and effort building up your reputation in the market, it can be daunting using a third party to represent your business. 

Not only could they fail to meet your high standards, but paperwork with a different organisation’s branding on it could be confusing to your customers and potentially cause them to lose trust in your company. As a result, you’ll be spending more time resolving problems than focusing on business-critical tasks.

When you become a member of the BigChange Network, you don’t have to worry about confusing processes. You’ll be able to carry on using your preferred worksheets and procedures to ensure the subcontractor completes the job exactly as you expect. Additionally, customers will receive paperwork with your company’s branding, so they know a trusted technician has carried out the work.

You’ll also be able to invoice as usual, using agreed rates shared via the Network. As such, you’ll still benefit from the convenient, paperless processes that the BigChange job management platform provides, and your customers won’t notice any difference from your usual service.

Networking with Other Businesses is Simple when You Use BigChange

Increase your reach without high levels of capital expenditure.

The BigChange Network is a seamless way of connecting with other trusted contractors and subcontractors in our system. Experience the perks of expanding your business without worrying that unfamiliar contractors are misrepresenting your brand or carrying out unacceptable work.

Plus, you’ll have the opportunity to increase your bottom line even further by selling your services to other BigChange users around the world.

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.

In 2020, a quarter of field service organisations still relied on spreadsheets for job management, while the remainder used whiteboards and other manual methods. However, as the COVID-19 crisis demonstrated, technology has the potential to remodel and improve working practices.

Therefore, to stay ahead of the curve and avoid becoming obsolete in an increasingly digital world, businesses must consider modern ways to make their processes more efficient.

In this article, we’ll explain the importance of job management software and share how intelligent scheduling can maximise efficiency to benefit your business.

What is Job Management Software?

Efficient job management is critical to maintaining the workflow and creating order within your organisation. Everyone knows what they’re supposed to be doing, when they’re supposed to be doing it and where, allowing them to concentrate on delivering exceptional service to your customers. 

Job management software revolutionises the way field service businesses schedule their technicians’ time. Unlike cumbersome legacy systems and manual, paper-based methods, modern technology gives you access to real-time data. As such, you can rapidly respond to customer requirements and assign the perfect resource for the job every time.

The system also takes location, traffic information, job constraints and vehicle type into consideration to lower costs, optimise travel distance and improve productivity.

How Intelligent Scheduling Can Benefit Your Field Service Business

Since so many businesses bank on manual processes to maintain their job schedule, it’s not surprising that scheduling and dispatching difficulties present one of the top challenges to field service operations.

That’s where job management software comes in. By making use of technology to optimise your resources, you could enjoy the following benefits:

1. Lowered Travel Costs

With petrol prices skyrocketing to an eight-year high in the UK, field service companies will need to devise new ways to optimise their engineers’ journeys. But, it can be tricky to plan routes effectively using traditional methods, and businesses who don’t modernise may find that they’re haemorrhaging profits unnecessarily. 

Instead, when you use an intelligent scheduling assistant, you’ll be able to see technicians’ locations in real-time so you can deploy them to nearby customers, reducing their fuel consumption. 

Plus, you can optimise hundreds of jobs instantly. The system will calculate the overall ‘cost to serve’ per job and provide hints that enable you to lower the travel expenses associated with each project. 

As a result, you’ll find that field engineers’ journeys are far shorter, and they need to fill up their tanks less frequently.

2. Maximised Efficiency and Productivity

According to research, businesses waste an astonishing 140 hours per year by creating a manual job schedule. Burdensome administration tasks act as a morale killer for your team, lower productivity levels and increase the margin for error. 

At worst, unfulfilling work can result in a high staff turnover.

Spending so much time on laborious, ineffective processes and recruiting replacement employees takes time away from more business-critical tasks and stunts company growth.

In contrast, state-of-the-art job management software allows your team to complete tasks, such as booking recurring jobs and sharing electronic documents, at the touch of a button. Eliminating the error-prone and arduous aspects of scheduling workers’ jobs frees up more time for your back-office staff to focus on what they do best. 

Additionally, using an intelligent scheduling assistant to optimise technicians’ routes not only saves on fuel costs but also enhances productivity. Less time spent travelling per day provides more opportunities to complete more jobs and boost your bottom line as a result.

3. Increased First-Time Fix Rates

Let’s imagine for a moment that your engineer, Claire, has just finished working on a job. She checks her schedule and heads to the next project your team assigned to her nearby. Your customer shows Claire the problem, which is an easy fix. Claire heads out to her van to get the parts she needs but soon realises they’re not there. 

Consequently, Claire has to come back later after picking up the correct parts. Apart from being inconvenient for both parties, failure to complete a job first-time is costly and unproductive.

When using job management software, you can increase first-time fix rates by assigning items directly to jobs. With complete visibility over your workers and their equipment, you remove the risk of a technician turning up to a project without the gear they need to complete it the first time.

4. Better Workflows

45% of technicians report that their current tools aren’t fast enough, and a further 38% say they can’t access all the information they need. As a consequence, they have to take time out of their day to hunt down vital details and manually share job status updates with the back-office team using outdated methods of communication.

In comparison, job management software ensures that communication between technicians, your back office and customers is seamless. You can create simple, step-by-step workflows that mandate tasks against your standard processes. Technicians can then effortlessly capture additional information, such as photos, from the client site to create and share electronic documents instantly.

Maximise Efficiency with BigChange’s Job Management Software

Provide excellent service on schedule. Every single time.

BigChange’s intelligent scheduling assistant provides you with live data. Therefore, you can make informed decisions about the best resource for each job, reducing time spent on the road, increasing productivity and lowering travel costs.

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.

51% of organisations continue to rely on phone calls, texts, outdated legacy systems and burdensome, paper-based administration methods to manage their field service operations. 

Businesses that continue to use manual and paper-based processes instead of adopting technologies to maximise their efficiency risk being left behind by competitors. Research shows that a massive 89% of customers prefer to use an “Uber-like” service for ordering and tracking field worker services, so traditional methods of managing your schedule aren’t going to keep your customers coming back in future.

Thankfully, job scheduling software can eliminate the difficulties of creating an efficient workflow and can automate the entire process for you and your customers. Streamlined ways of working impress your customers, reduces your back-office admin and boosts your bottom line. 

Read on to learn how to use software to simplify your field service appointment scheduling.

Using a self-service portal

88% of consumers expect an organisation to have some form of self-service portal available. If your business is still using a ‘contact us to book’ method for appointments, then you should consider adopting software that allows your customers to manage their bookings at their own convenience. Not only do self-service portals improve the customer experience, but you will likely see an increase in bookings.

Show your availability

Using self-service software allows your customers to book appointments when it suits them, at the most convenient time for them. Sharing your availability allows the customer to book immediately when they need to, instead of waiting for business hours to contact your company and find out when you are available to help them.

Additionally, online scheduling software enables your customers to log onto your schedule or reschedule jobs at the touch of a button. Again, the convenience of managing their booking themselves will save them time and create a better customer experience and reduce administrative work for your back-office team.

BigChange’s intelligent scheduling assistant goes even further by allowing your team to allocate and reallocate resources based on location, traffic information, job constraints, and vehicle type. As a result, your customers will get the best and nearest resource for the job — and be able to track their technician or engineer with the built-in geolocation.

Notification features

Providing your customers with transparency about the job status and their engineers’ locations is essential. In fact, if a business sends automatic updates, then 68% of customers have a better opinion of the company.

BigChange’s field service management software allows your customers to see the precise live location of their engineer via the geolocation vehicle tracking feature. Subsequently, they will never again wonder when the engineer will show up or have to wait around all day because they were given a vague timeslot.

Repeat customer bookings

Using online scheduling software that allows your customers to manage bookings on their own is one step in the right direction to building an excellent customer experience. However, you can go one step further to delight your customers by making it simpler than ever to book repeat appointments.

BigChange’s recurring job templates are perfect for customers who know they have many jobs for you. The recurring job feature enables you to group jobs so you can schedule them all in one go. Not only have you saved your customer time and stress, but the software makes for less administrative work for your office staff too.

The software still has features that allow you or your customer to create an automatic follow-up job if more work has to be carried out. Fortunately, the new appointment for the additional work will also link to any previous jobs so that all the relevant information is readily available for the customer or engineer who is working on it. 

The new job automatically created as a follow up will include the job contract, original project details, skills required, any constraints that apply, financial line items, original engineer’s comments about the job, and documentation such as risk assessments. Having all relevant information connected to each related job saves your field workforce time and admin when working on the new project. 

Automating and simplifying the scheduling process for your customers makes the experience of doing business with you faster and easier. Ultimately, that’s what customers expect for an excellent experience with your company.

Using scheduling software for more jobs and profit

With an intelligent scheduling assistant, you can optimise your schedule and free up more time for engineers to attend additional jobs each day. 

For example, the software can create a more streamlined calendar based on appointments, their purpose and the time they took. This system then frees up any time that had previously been unavailable for booking due to out of date manual scheduling processes or human error. 

56% of field service professionals say that their customers are demanding faster response times. By using software that optimises your schedule, you’ll have the resource to act rapidly. Your customer needs will be met quicker when using a scheduling assistant as the diary will likely have better availability since all other appointments are optimised. In addition, more free time means more ability to respond to emergency call outs, as the schedule can be flexible enough to accommodate emergency customer scenarios. 

Not only will the intelligent scheduling assistant allow you to take on more jobs to create more revenue, but you can make your bottom line stronger on BigChange because the platform has an integrated invoicing feature. The feature makes the payment process far more straightforward so that there are fewer delays and less admin involved in getting paid for completed work. In addition, quicker payments mean better cash flow, which benefits everyone in the business.

Field service appointment scheduling is simpler on BigChange

BigChange is the complete Job Management Platform that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences.

Bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, business intelligence into one simple to use and easy to integrate platform your business can run on.

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

On average, employees waste around 26% of each day on burdensome administrative chores and outdated ways of working. Consequently, field service businesses are losing out on opportunities to improve their customer experience, complete more work, boost their bottom line and grow their company.

That’s where BigChange comes in. 

Martin Port, Founder and Chairman at BigChange, commented:

“I founded BigChange in 2013 to liberate businesses of all sizes from inefficient, manual processes. With our innovative platform, we have democratised the industry, creating a simple, scalable platform that lets any business manage its whole operation all the way from quotation to invoice on a mobile or tablet.”


Read on to learn more about BigChange’s field service management software and how it can help grow your business.

How BigChange’s Field Service Management Software Can Benefit Your Business

BigChange is a field service management platform that enables you to handle all aspects of running a field service business in one place. Modernise your ways of working and experience the following benefits when you deploy our system:

1. Advanced Back Office and CRM Processes

Research shows that 52% of field service businesses still rely on manual methods to keep their operations running. Although tried and tested processes may eventually get the job done, they’re terribly inefficient and could cause several problems, including:

Dissatisfied Customers

61.5% of marketing professionals agree that poor customer experience (CX) leads to a loss in clientele. Modern customers are used to straightforward, digital experiences, and they expect the same from your company, so you must consider ways to make your processes meet their standards. 

Unfortunately, sluggish, manual workflows aren’t going to cut it in today’s world of instant gratification, and businesses that don’t stay ahead of the curve run the risk of becoming obsolete.

However, with BigChange’s fully integrated CRM, customers can easily book and reschedule appointments via an online portal. You can then instantly log all interactions with each client for simple case management and create templates for automated communication, which keeps your customers in the loop. 

Plus, you can digitise all your paperwork, meaning that your field technicians can immediately send forms to your back office once they have completed a job. Customers won’t have to wait several days to sign documents as they’ll be able to sign straight away from their mobile device and receive an invoice the same day. 

Demotivated Workers

Did you know that happier employees are up to 20% more productive than unhappy ones? Therefore, to get the most out of your people, you must ensure that their work is fulfilling and exciting. 

Teams that have to carry out laborious, repetitive tasks will become dissatisfied, leading to lowered productivity, poor communication with field engineers, more errors and, in some cases, resignations. 

Instead, when you arm your back-office employees with BigChange’s state-of-the-art field service management software, you eliminate several monotonous administration tasks and free up your team’s time to focus on business-critical projects. 

Irregular Cash Flow

Typically, it takes 11 hours for an AR (accounts receivable) team to manually process an invoice. Your customer then has to wait several more days to receive the invoice in the mail before they can write a cheque and mail it back to you, provided there are no errors that could inadvertently stall the process further.

Since manual processes are slow and inherently error-prone, they often lead to late payments, which can be detrimental to field service businesses. A poor cash flow may prevent you from taking on new projects, meeting operational expenses, maintaining supplier relationships, and growing your business.

In contrast, BigChange’s CRM software significantly reduces the risk of human error by making the entire invoicing process digital. You can produce all documents directly in the system using pre-populated customer data to ensure the information is correct.

According to Helen Carrison, Company Secretary at Kingston Cleaning Solutions:

“BigChange’s JobWatch is the perfect CRM solution. We don’t need delivery notes anymore, which saves us time and money. Now, customers can sign off jobs on the BigChange computer, and we can invoice straight away.”

2. Superior Job Scheduling

With so many organisations depending on outmoded processes to maintain their job schedule, it’s easy to see how scheduling and dispatching difficulties present one of the top challenges for field service businesses.

When you don’t have complete visibility over who is working for you, where they’re working and when, it can be tricky to ensure the right resource is always in the right place. 

But, with BigChange, scheduling issues can be a thing of the past. Our smart scheduling software enables you to do the following:

  • Account for location, traffic information, job constraints and vehicle type
  • Optimise technicians’ routes to reduce time spent on the roads and lower costs
  • Create rules for unscheduled jobs and automatically allocate them to custom categories
  • Produce custom pricing models for each job type, with customer-specific prices and rate tables
  • Check parts, equipment and stock availability in multiple locations and assign them to jobs
  • Design step-by-step workflows that mandate work against your standard processes
  • Create and share electronic certificates, reports and job cards instantly

As a result, you’ll be able to improve communication, boost first-time fix rates, complete more jobs per day, and offer better service to your customers, all of which help grow your business.

According to David Robbie, Managing Director at McDougall:

“BigChange has fundamentally impacted the way we operate. By automating job scheduling and routing, we have increased the number of jobs we can do with the same resources. Productivity has been boosted by 17 per cent.”

3. Real-Time Vehicle and Asset Tracking

Shockingly, 43% of businesses cannot track their inventory and assets effectively because they still use traditional methods such as paper-based tracking sheets.

Although, in theory, it may make sense to ask your technicians to sign equipment and assets in and out, it doesn’t work in practice. Whether the engineers’ writing is illegible, they forget to sign the sheets, or they accidentally take too many items and store them in their van for future projects, numbers will soon become skewed.

At worst, inconsistent numbers could eventually halt your projects because you may not have the right equipment available, despite your tracker showing that you do. You may also end up ordering replacement items needlessly, putting a dent in your profits.

BigChange’s real-time vehicle and asset tracker is designed to prevent inconsistencies and give you visibility over your assets, regardless of location. Also, with the system updating in real-time, you can track the location of all your vehicles and assets on the road to allocate resources rapidly throughout the ever-changing workday. 

Marty Collins, Office Manager at CMT Wood Flooring, commented:

“With BigChange’s software, we now have complete visibility, enhanced productivity, better customer service and improved driver behaviour. It’s also helped resolve disputes regarding times and locations.”

4. Easy-To-Use Mobile Workforce App

Although field technicians are off-site for most of the day, mobile technology is still not standard in field service businesses. However, 80% of field service technicians say that mobile technology is critical to increasing their efficiency and effectiveness at helping customers.

With BigChange’s mobile workforce app for iOS and Android, you and your technicians will have access to all the necessary information in one place. Furthermore, you can manage the entire end-to-end process, from appointment booking to invoicing, in the palm of your hand.

The app synchronises new jobs, completed jobs and those in progress between technicians’ mobile devices and your back office in real-time. Subsequently, your team can send job cards and certificates directly to your customers as soon as work is complete. 

Not only can the app free up more time for your technicians to focus on doing an outstanding job, but your customers will appreciate the more rapid service and excellent communication.

5. Revolutionary Collaboration Network

Historically, field service businesses that want to grow have had to hire more staff to keep up with increasing workloads. But, with the skills shortage presenting a threat to the industry, companies will need to think of other, innovative ways to expand without needing to take on more people or rely on unfamiliar subcontractors who are difficult and costly to manage.

Fortunately, with technology, the possibilities for business growth are endless.

BigChange’s Network is a seamless way of connecting with other trusted contractors and subcontractors in the system. You can collaborate with them to expand your services and increase your reach without high levels of capital expenditure. Additionally, you can sell your services to other BigChange users to add to your profits. 

Here are some of the benefits you can enjoy by using the BigChange Network:

Free Business Listing

Post your business on the system and start receiving networking requests immediately. You’ll have the choice to work with a range of different companies.

Robust Security and Privacy

All information on the Network is entirely secure as we use the latest cloud-based technology.

Real-Time Progress Updates

You’ll be able to see how the job is progressing as contractors and subcontractors can provide live updates from their mobile devices.

Instant Alerting

Your contractor will receive an alert as soon as the subcontractor has completed the work, improving communication and ensuring everything remains on schedule.

Superior Processes

You can continue to use your own preferred worksheets so you can rest assured the subcontractor completes the job to your high standards.

Define the Job Types You Want

You’ll be able to share the types of jobs you want, along with the skills required to complete them.

A Straightforward Experience

Customers will still receive paperwork with the original company’s branding on it, but you can invoice as normal, so there’s no disruption on either end.

Agreed Rates

The system uses agreed rates shared via our Network to calculate the invoice, meaning you’ll never be out of pocket.

Above all, by meeting virtually every month with other members to network and form partnerships, you’ll feel inspired and have practical ideas on how to drive your business growth further.

Grow Your Field Service Business with BigChange

BigChange is the complete Job Management Platform that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences.

Bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, business intelligence into one simple to use and easy to integrate platform your business can run on.

Want to find out more?

Discover how BigChange’s complete job management platform can make your business grow stronger here and arrange a free demo today.

According to a report, a staggering 43% of small businesses fail to track their assets and inventory effectively. Many field service organisations still rely on antiquated, manual tracking methods, and some have no official processes in place, leaving them vulnerable to a range of potentially costly issues.

But, companies can’t afford to slip up if they are to survive in a post-COVID world.

In this article, we’ll explain what asset management is and why accurate and reliable data is so important. Plus, we’ll share how a comprehensive asset register is a must-have to keep track of your stock and equipment, and just one of the feature’s on the BigChange field service management software platform.

What is Asset Management?

Asset management is a crucial element of any field service business, whether you have 50 employees or 5,000. It’s responsible for keeping track of all the items a company uses to operate, from tools, vehicles and devices, to parts for customer jobs.

Historically, many field service organisations have relied on spreadsheets and paper-based tracking sheets to record the status of their equipment and assets. But, traditional methods often result in inaccurate reports and can cost companies dearly. 

With state-of-the-art asset management software in place, unreliable data becomes a problem of the past. Modern systems record data in real-time, allowing you to make more informed business decisions based on fact rather than needing to count on potentially skewed details. 

Why Accurate and Reliable Data is So Important in Asset Management

Without accurate and reliable data, you won’t have full visibility over your equipment and assets. As a result, you could end up spending more money than you need to, reducing first-time fix rates, increasing downtime and losing high-value items. 

Instead, companies that have access to solid asset management data benefit from the following:

1. Fewer Equipment Losses

On paper, it makes sense to use manual check-out and check-in sheets to keep track of your equipment. However, traditional asset management methods don’t always work in practice and are inherently error-prone. In fact, human error is the leading problem for 46% of businesses when it comes to accurately reporting on assets.

Whether your engineers forget to sign the sheets, inadvertently take too many items and stash them in their van for another project, or their writing is simply illegible, you’ll soon realise that numbers aren’t adding up.

As such, your equipment can go missing, and there’s no exact way of tracking what happened to it. Not only will lost equipment likely stall other projects, but replacements can be pricey. 

Instead, when you digitise your asset management methods, you can create a detailed register of equipment and other vital assets, maintain a record of fitted parts, track item movements and include serial numbers, barcodes or QR codes on the stock. Your engineers can then check inventory in and out directly from their mobile devices, and you will have better visibility over your valuable equipment.

2. Improved Finances

Did you know, 80% of equipment maintenance is reactive? Studies show that most field service businesses only maintain their assets when they break down or need immediate repair. However, proactive conservation of stock equipment and assets is less expensive in the long run and prevents disruptions to your workflow.

But, it can be challenging to schedule regular maintenance when you don’t have full visibility over your equipment and data isn’t being recorded properly. Broken equipment can have a knock-on effect, leaving your workers without the tools or materials they need to carry out jobs. Aside from being a major inconvenience, halted projects will destroy your bottom line.

With a cloud-based asset management tool, you can raise cases directly against your equipment for more efficient maintenance. Your engineers will always have the right gear for the job, and you won’t have to worry about something breaking down unexpectedly.

Plus, you can use the accurate and reliable data that the system updates in real-time to make the most of your assets. Assign stock and equipment directly to jobs for seamless check-in and check-outs, maximising efficiency, profit and first-time fix rates.

3. Processes that Grow as the Business Does

Unfortunately, inaccurate asset management reporting results in an estimated $1.1 trillion loss for businesses globally. Although manual processes may work when you don’t have many items to consider, it doesn’t provide you with much room to scale your operations. Consequently, you may struggle to monitor all your stock as your business grows and acquires more assets.

Using asset and stock management software, you’ll have the most accurate and reliable data to hand, which allows you to digitally keep track of all your assets, regardless of quantity or location. Subsequently, you’ll never have an issue with over-ordering stock or not having the suitable materials or equipment available for scheduled jobs.

With an easy-to-use platform in place, you can also maintain your team’s productivity by eliminating burdensome processes and freeing up their time to focus on other tasks that contribute directly to business growth. 

Make Asset Management Simpler with BigChange

Asset management needn’t be a headache.

With BigChange’s complete field service management software solution, you’ll have access to real-time data on the location of your stock and equipment. With complete visibility over your assets, you can assign them directly to jobs, allowing your technicians to complete more projects per day.

Plus, you can easily manage stock in various locations, from warehouses and vans to client sites.

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

Companies that don’t only want to survive, but thrive, in a post-pandemic world will need to innovate and think of ways to stay ahead of their competition. 

If COVID taught us anything, it’s that technology has the power to change the way we work and eliminate a range of roadblocks that have the potential to stand in the way of business. One piece of technology that can revolutionise the way you run your organisation is a CRM (Customer Relationship Management) platform with payment gateway integration.

A CRM streamlines the sales cycle, end-to-end, and speeds up the entire process. Consequently, you can get paid on time, take on more projects and scale your company. 

In this article, we’ll explore the five main perks of using a CRM with integrated payment solutions.

1. Streamline the Payment Process

Time is money, which means that all those hours your Accounts Receivable (AR) team is spending manually processing payments is costing you dearly.

In fact, for the average small-to-mid-sized company, it takes approximately 25 days to process a single invoice manually from receipt to payment. As a result, businesses have to contend with overdue invoices, high processing costs and employees spending their time on long-winded tasks.

CRMs with payment gateway integration speed up the payments process. No more searching through stacks of paper to find the information you need, no more reliance on snail mail to send your customers an invoice and waiting days for their accounting team to handle it, and no more risk of human error that can delay the process further.

Integrated payment solutions allow you to automatically send your customer a payment request via the CRM — where all your other documents are stored — and receive the funds instantly. 

Not only will your AR team thank you for freeing up their time to focus on more crucial tasks, but your cash flow will likely remain more consistent.

2. A More Secure Way to Pay

The National Crime Agency (NCA) estimates that businesses lose around £190 billion to fraud each year in the UK. Being a victim of a scam can cause severe financial and reputational damage to your business, so you must have preventative measures in place.

A good CRM provides an additional layer of security that you wouldn’t get when you process payments traditionally using legacy systems and paper invoices. All payment data is encrypted and transferred securely, significantly reducing the risk of fraud. 

In addition to the added security, a CRM with payment gateway integration can seriously speed up the payments process. 

Rather than taking credit card numbers over the phone or waiting for a cheque in the post before passing them over to your accounting department, you can request a payment from your customer directly through the CRM and receive the funds instantly.

3. Convenience for Your Customers

In today’s digital world, where convenience and speed are king, failure to meet the standard your customers have come to expect is a surefire way to lose business.

Although B2C payments have continued to innovate and provide modern, user-friendly ways to pay, B2B payments have historically fallen behind. However, B2B organisations are quickly realising due to the COVID crisis that their payments desperately need consumerization.

Say you have a customer who is waiting for your invoice to arrive in the mail before they can send you a cheque, but that same customer was just able to complete a near-instant, cloud-based payment for another company. It’s not hard to guess who they would prefer to work with again in the future.

CRMs that have integrated payment solutions vastly improve the customer experience and help maintain your relationship long-term. You can expect far more repeat customers if your processes are painless and consider their needs.

4. Keep Everything in One Place

One of the main benefits of having payment gateway integration in your CRM is that you essentially have a single, central customer database where all the information is correct.

Keeping customer details updated across multiple platforms is slow, destroys team morale, creates duplicates work and increases costs. However, a CRM with payment gateway integration enables your AR team to quickly generate an invoice based on correct, pre-populated information about the customer and accept payments all in the same place.

As a result, you can expect far less human error and mismatched data. With all the time saved, you and your team can focus on more valuable work. 

5. See the Bigger Picture

Integrating your payment processing tools with your CRM will be instrumental in helping you understand your business better, not only financially, but also from a marketing perspective.

Usually, when you acquire a new lead, you mark the source in the CRM. However, if your CRM and payments platform aren’t integrated, it becomes trickier to see the true ROI on each of your marketing channels.

Suppose you want to learn which channels provide you with the most repeat customers, which channels generate the most ROI and which channels attract the most new clients. In that case, it’s essential to employ a CRM with integrated payment solutions, which lets you see financial and client data in the same place.

Learn More about Integrated Payment Solutions with BigChange

Using an all-in-one platform like BigChange enables you to stay ahead of the curve.

Create financial documents quickly based on pre-saved line items or automatically calculated job costs. Generate and share invoices, quotes, estimates, purchase orders and credit notes in seconds.

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

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