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

Did you know that 53% of field service leaders said breached compliance requirements harmed their business over the last year? With rules and regulations constantly updating, it can be tricky to keep up-to-date. But, in a post-pandemic world, organisations can’t afford to be complacent if they are to bounce back stronger than before. 

That’s why we’ve put together this helpful guide, which will share some ways you can guarantee your business is always meeting rules and regulations. Read on to learn more.

How Do I Ensure My Business is Meeting Rules and Regulations?

1. Conduct Risk Assessments

Health and safety procedures in the workplace are a must-have for any business to remain compliant. Around 693,000 people sustain an injury at work each year in the UK, but if your company is found to be responsible, there could be hefty fines to pay.

Fortunately, keeping your engineers safe on the job needn’t be an impossible task. When you use job management software to manage your operations, you can provide your field-based workers with an app that enables cross-communication between them and your back-office staff.

As such, you can set mandatory risk assessments that engineers must complete on their mobile devices before starting work or filling out timesheets. Then, should your workers encounter a potential hazard, they can send an alert to your back office. The alert allows your team to work together and mitigate the problem, getting the work back on track without delay.

Not only do risk assessments prevent jobs from coming to a halt, but they also give you peace of mind that your technicians are working safely and to industry standards.

2. Handle Customers’ Information Properly

Shockingly, 52% of businesses aren’t GDPR compliant, putting them at serious risk of operational, financial and reputational damage. Worse still, the chance of inadvertently breaching regulations increases as companies expand rapidly — so how can you ensure your customers’ data is always kept safe?

The best way to handle customer data and prevent it from falling into the wrong hands is by investing in robust, cloud-based software. BigChange’s complete job management platform secures all data in AWS (Amazon Web Services), the world’s most comprehensive and widely-used cloud system. 

The cloud encrypts all sensitive information — meaning it won’t be vulnerable to hackers — and creates backups, so you never have to worry about system crashes. As a result, you and your customers can rest assured that their information won’t be subject to a breach.

3. Monitor Employees’ Working Hours

Approximately 44% of businesses struggle with timesheet errors on a weekly or daily basis. Aside from creating more time-consuming admin, mistakes can give you an inaccurate record of working hours, so you can’t ensure your operatives have been working within legal limits.

When you digitise your timesheets and allow employees to fill them out via their smart devices, they can easily log their start and finish, breaks, and travel times throughout the day. The central job management system then reconciles employees’ data against detailed vehicle tracking reports and time-stamped records of job activities. Consequently, you’ll have an extensive, accurate record of each workers’ day and can ensure that their working hours are compliant with the law. 

Remove the Headache of Meeting Compliances with a Job Management Platform

In the last 12 months, more than half of the field service businesses caught out for breaching rules ended up paying a fine, losing work or suffering reputational harm. Such severe consequences are not ideal for companies that need to bounce back from the already damaging effects of the pandemic.

Therefore, you must modernise your data protection and workplace safety procedures to make them simpler to manage. With BigChange’s field service management software, you’ll have access to the following:

  • DVSA-compliant vehicle checks
  • Driver behaviour analysis
  • Risk assessments and method statements
  • Resource profiles that show technicians’ working hours
  • Secure HR and customer records

Make rules and regulations a priority with state-of-the-art technology, and you’ll never have to worry about the harsh penalties of non-compliance.

Health and Safety Procedures in the Workplace are Prioritised on BigChange

The BigChange 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, health and safety procedures, 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.

Did you know, up to 76% of customers decide to purchase from a brand based on customer experience alone? Therefore, to continue growing your customer base, you must consider how your clients will perceive your business at each stage of the buying process.

To create a superior customer experience at every buying stage, you should think about every touchpoint before, during and after a sale. Being efficient at booking, job execution, and aftercare can set you apart from your competition. 

This article will guide you on how you can build relationships, optimise your schedule, drive growth and improvement, and strengthen your customer experience on BigChange.

Delivering Great Service at First Contact

Traditionally, customers would have had to pick up the phone, use a contact form or send an email to scope out booking a job with a field service provider. However, 42% of people vastly prefer online scheduling over picking up the phone. The ”first contact” is crucial to get right, or you could miss out on business — solely because customers want to finalise their booking at their own leisure without talking to a representative.

Using a job management platform makes it easy for customers to see your availability and book jobs with you. Making the ”first contact” stage as simple and customer friendly as possible is one of the most effective strategies for creating an excellent customer experience.

A Great Customer Experience During the Booking Process

In this day and age of immediate gratification, it’s not surprising that 70% of customers have said that speed of service matters the most when dealing with a business. But, unfortunately, out-of-date legacy systems and slow manual administration processes for bookings aren’t going to cut it anymore. That’s where BigChange comes in.

Using a Self-Service Platform

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 customer appointments, you should consider adopting software that allows customer to manage their bookings online. Not only do self-service portals improve the customer experience, but you will likely see an increase in bookings because of the convenience it provides.

An added advantage of using an  online self-service portal is that it will send an immediate alert to your back-office staff. Your team can then use the information the customer provided to schedule and dispatch the most appropriate technician, based on factors like:

  • Customer location
  • Traffic information
  • Vehicle type
  • Job constraints
  • Necessary qualifications
  • Equipment needed

Gathering all the Information

In the field service world, high first-time fix rates are essential to a good customer experience. Companies with a first-time fix rate of over 70% manage to retain 86% of their customer base. If they achieve less than this, their retention rate drops by 10%. Therefore, in the early stages of the booking, it’s essential to gather as much information as possible about the job and the constraints that might be relevant so that your engineer can fix the customer’s issue the first time.

Using a job management platform like BigChange to gather information and allocate the right assets to a job means your technicians can confidently arrive for appointments with all the right tools to complete the job the first time. In addition, efficient information gathering creates a better customer experience because your engineers won’t have to return with parts or equipment that your staff may have missed in the initial stages of planning the job.

Optimised Schedule

Currently, employees believe they spend around two hours each day on pointless administration tasks. Manual administrative processes can slow the workflow internally and make for a bad customer experience if important information is missed or bookings fall through the cracks. 

With the intelligent scheduling assistant on BigChange, you can optimise your schedule and free up more time for both back-office staff and your technicians to attend additional jobs each day. 

The scheduling software can create a more streamlined calendar based on appointments, their purpose and the time they took. The system then frees up any time that had previously been unavailable for booking due to manual scheduling 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 attend more emergency appointments and act quickly on incoming customer requests.

What Customers Expect on the Day of Service

Now, the day of the appointment has arrived. Let’s look at how you can streamline the customer experience in this part of their journey.

Ensuring Parts and Equipment are Available

According to a report, a staggering 43% of small businesses fail to track their assets and inventory effectively. Using manual or paper methods for asset tracking opens your company to many risks caused by human error. 

Engineers could inadvertently take spare items or writing on forms can be ineligible, and such mistakes can mean things can go missing easily and replacements can be costly. Not to mention that a lack of necessary items lead to slow response times for a customer while you get parts or tools back in stock.

Instead, you can digitise your asset management. BigChange allows you to create a detailed register of equipment and parts, and you can track the movements of items using serial numbers, barcodes or QR codes. Your technicians can then check inventory in and out directly from their mobile devices, and you will have better visibility over your valuable equipment. Doing so means your customer will never suffer a wait for parts or tools that were an oversight in the planning process.

Identifying the Quickest Routes

Using software to manage your people allows you to match the right person to the right job quicker than ever. For example, you might have a technician in a nearby location, but traffic could cause them to take longer to arrive than another available person. These scenarios are where software can help streamline the customers’ experience. BigChange can identify the quickest routes for your field service workforce and match the best person for the job based on time and travel.

Notification Features with Geolocation

On the day of an appointment, there is nothing worse for a customer than waiting at home all day because they were given a vague timeslot. Therefore, providing your clients with transparency about the job status and their technicians’ locations is essential. 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 get notifications about their appointment status and see the precise live location of their technician via the geolocation vehicle tracking feature. Never again will your customers feel like they’re left in the dark about the status of a job.

Excellent After-Appointment Care

Brands with superior customer experience bring in 5.7 times more revenue than competitors that don’t focus on their clients’ needs. 

It’s no secret that customers who are satisfied with the service they received will be more willing to purchase your service or product again. Plus, people who have a favourable view of your business are more likely to spread the word to their social circle, family and professional network, providing you with a new audience that could potentially turn into sales. So, how do you improve the after-appointment experience?

Follow-up Appointments

We’ve seen how using online scheduling software that allows your customers to manage bookings on their own is one step towards creating an excellent customer experience. 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. So, not only have you saved your customer time and stress, but the software makes for less administrative work for your office staff simultaneously.

The software still has features that allow you or your customer to create an automatic follow-up job if the customer requires more, unexpected work, in future. Fortunately, the new appointment for the additional work will also link to any previous jobs. Thus, all the relevant job history is readily available for the customer or engineer working on it.

Easy Payments

For the average small-to-mid-sized company, it takes approximately 25 days to process an invoice manually from receipt to payment. As a result, businesses have to deal with overdue payments, processing costs and employees wasting time on drawn-out manual methods. However, Customer Relationship Management (CRM) software with integrated payment gateways can speed up the payment process. 

Integrated payment solutions allow you to automatically send your customer an invoice via the CRM — where all your other documents are stored — and receive the funds instantly. So once the job is complete, your customers won’t have to wait for several days to receive an invoice as they have in the past. 

Instead, your technicians can fill out all the necessary paperwork directly on their mobile devices and send the invoice across immediately. Customers can then view the invoice and pay online the same day, making it more convenient for the customer, and better for your cash flow.

Better Security

79% of customers say they are concerned about how companies use their data. However, unlike spreadsheets and manual paperwork, CRM systems allow you to carry out GDPR-compliant management of individuals’ data. For instance, customers can edit their contact preferences, opt-in or out to marketing, which gives them more control over what you do with their information.

Plus, many advanced CRMs include robust security features. BigChange’s system secures all data in AWS (Amazon Web Services), the world’s most comprehensive and widely-adopted cloud platform. Your customers can then have peace of mind that their data is safe during their experience working with you, and beyond.

Asking for Customer Feedback

Though your interaction with the customer is almost over, it’s essential to understand what you could have done better. In fact, 77% of customers say they view companies more favourably if they seek out and apply customer feedback. 

However, when using multiple systems, spreadsheets and physical documents to manage your operations, it can be tricky to collate customers’ opinions, much less do anything useful with the information.

That’s where CRM systems come in.

As soon as your technicians have completed their jobs and marked them as complete from their mobile devices, you can automatically send digital satisfaction surveys to your customers to ensure that they’re happy with the work you completed and their overall experience with your company.

Improving Your Operation

Once you’ve gathered your satisfaction surveys, the BigChange CRM automatically stores all interactions. You can then easily access survey results in the future and use them to adjust your services based on customer feedback about the previous stages of their purchase journey.

Using software like BigChange’s field service management system eliminates many tiresome and time-consuming processes throughout the customer journey. The technology can free up your staff time to focus on more business-critical tasks to make your customer experience the best it can be at every stage of their journey with you.

Deliver Excellent Field Service Customer Experiences Effortlessly, on BigChange

Manage your entire operation on a single platform. 

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.

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 field service management software 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

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

Did you know that just over a quarter (26%) of field service companies lost money between August 2020 and July 2021, despite being busier than ever? Unfortunately, you could be running your business by the book but still notice your profits taking a nosedive if your customers consistently pay their invoices late.

But, how can you ensure your clients consistently pay by the deadline?

We’ve put together this guide to help you take back control over your finances, maintain a healthy cash flow and grow stronger. Read on to learn more.

What Happens If You Don’t Get Paid On Time?

For 27% of the UK’s field service organisations, clunky legacy systems cause efficiency issues. But, it’s not just productivity that takes a hit when you use outdated technology to run your operations. You could also be severely damaging your bottom line. 

Suppose you currently send out manual invoices. By the time your finance team has processed and sent the invoice to your customer, it could be anywhere up to a month since your technician completed the job. 

Once your customer finally receives their invoice, there’s a chance that they could lose it or forget to pay it until you eventually chase them. In the meantime, your cash flow may have ground to a halt, leaving you unable to do the following:

  • Take on new projects
  • Meet operational expenses
  • Budget for future jobs
  • Pay your suppliers
  • Pay back loans

In a post-pandemic world, where financial recovery is critical to business survival and growth, it’s paramount to consider new, innovative ways to get paid on time.

Maintaining a Healthy Cash Flow

The good news is, maintaining a healthy cash flow needn’t be a challenge when you use job management software. Here are just some of the ways technology can enhance the invoicing and payment process:

Digital Invoices

Since the beginning of the COVID-19 crisis, unpaid invoices skyrocketed with an increase of 23%. Fortunately, you can combat the adverse financial effects of the pandemic by digitising your invoices. 

For example, the most advanced job management platforms come with a mobile application that your technicians can use from anywhere. The app enables your workers to instantly generate an invoice — using pre-populated information from the integrated customer relationship manager (CRM) — the moment they’ve completed each job.

Creating invoices with accurate data significantly decreases the margin for human error. As a result, your customers can sign off their electronic invoices the moment they receive them via their mobile devices and begin the payment process. 

Aside from being a more favourable method for your customers, you’ll also find that digital invoices save on back-office costs and time. Removing the admin-heavy aspects of processing an invoice leaves them with more hours to focus on activities that directly contribute to business growth. 

Electronic Payments

Today’s customers expect simpler, more convenient ways to pay, so field service organisations must modernise their payment processes. Continuing to handle payments ‘the traditional way’ increases the likelihood of customers forgetting about your invoice since it involves more effort than the straightforward methods to which they’ve become used to.

However, with BigChange’s job management software, you can receive payments in seconds. As soon as your customers receive their electronic invoices, they can send funds from their smart devices via BigChange Pay, which includes several user-friendly payment options. So, not only will your customers appreciate the speed of service, but you can rest assured that you’ll get paid on time.

Technology is the Key to Rapid Payment

Sadly, the amount of debt taken on by field service businesses increased by 50% over the last year. If you don’t get paid on time, you might find that you also have to take on unnecessary loans to cover the gap. Therefore, to avoid being affected by rising debt levels, you should consider streamlining your financial processes.

Luckily, job management technology lets you wave goodbye to the inefficiencies of traditional methods. By arming your team with state-of-the-art technology and digitising your invoices, you can eliminate the obstacles that often lead to late payments and, instead, bounce back stronger post-pandemic.

Your Finances Will Bounce Back Stronger on BigChange

The BigChange 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.

Did you know, up to 76% of customers expect companies to understand their needs and decide to purchase from a brand based on customer experience (CX) alone? Therefore, to continue growing your business, you must prioritise your customer’s requirements at each stage of the buying process.

In today’s digital world, instant gratification, personalised buying experiences and simple, online processes have become not only an expectation but the norm for customers. Companies must stay ahead of the game and anticipate their customers’ needs to provide outstanding service and continue winning new business. 

In this article, we’ll explore what CX is, how you can boost your brand reputation and the benefits of improving the customer experience.

What is Customer Experience?

Customer experience concentrates on the relationship between customers and businesses at each stage of the buying journey. Every interaction a customer makes with your company, no matter how small, adds to their overall impression of your organisation.

Essentially, customer experience boils down to perceptions. In other words, how do your prospective customers feel about your brand? Whether it involves interaction with your social media ads, the appointment booking process, or final payment, each touchpoint has the potential to improve or destroy the customer experience. 

Let’s imagine that Steve from Company A has a fantastic service to offer his customers. His marketing team thinks carefully about messaging and generates several strong leads on social media. The sales team then rapidly converts those leads into sales before the field-service technicians visit the customers and do an outstanding job. So far, so good.

However, one of Steve’s clients, Jeff, has a problem and calls the customer service team. Unfortunately, the customer service advisor is apathetic and doesn’t offer much assistance to Jeff. Following the poor interaction, Jeff begins to resent Company A and vows never to use their services again. He also warns other people about his poor experience and advises them to go to Company A’s competitor instead.

Despite all of Jeff’s interactions with Company A being positive until he reached the customer service team, that one weak link was enough to destroy his perception of the business. In turn, Jeff’s negative review damaged Company A’s reputation.

Therefore, when thinking about ways to improve your customer experience, you must consider how positive the interaction will be for your client. Every person in your business has a part to play in maintaining customers’ perceptions and preserving your good name.

How to Improve the Customer Experience?

Today’s customers don’t want just a transactional relationship with brands. Instead, they want to be delighted by an experience that fulfils all their requirements and offers ongoing support. In fact, 73% of customers agree that customer experience helps to drive their buying decision.

Prioritising your customers’ needs doesn’t have to be a challenge. Here are five straightforward steps you can take to improve the customer experience:

1. Map Out the Customer Journey

When you set out to improve the customer experience, you should start by mapping out the customer journey. 

A customer journey map will reveal each step your customers take when interacting with your business. Although it can be tempting to concentrate on the interactions leading up to the sale, it’s also crucial to consider the post-sale experience. For example, if a customer needs support following an installation but cannot get help from your customer service team, their perception of your business will become negative.

Mapping out each point in the customer journey makes it simpler for everyone in your company to visualise where their work will influence the overall experience. Employees who are aware of the part they play in enhancing the customer experience can review their current efforts and focus on areas that need improvement.

2. Consider Multiple Perspectives

From the admin team to your field-based workers, every department in your business will affect the customer journey and influence customer perceptions. As such, they will all have a unique view on what the customer needs based on past experiences. To put the best processes in place, you must gather everyone’s perspective, for example:

  • Marketing: Your marketing department will have a strong understanding of your brand awareness and user expectations. Plus, data gathered from marketing activities will expose what content your potential customers consume most and what converts into leads. Speaking to your marketing team will enable you to understand what you can do to improve your reputation and, in turn, produce more sales.
  • Sales: The sales team communicates with prospects at one of the earliest stages of the customer journey, and therefore, they’ll have insight into their pain points. Consequently, your sales department can shed light on how your service or product should overcome customer hurdles.
  • Field-Based Workers: Your field-based workers are on the front line, dealing with customers in person on a daily basis. Your technicians can share customer feedback and commonly asked questions, which will enable you to address any concerns your clients may have.
  • Customer Service: The customer service team typically acts as the first port of call for customers who want to provide feedback or complain about a product/service post-sale. As a result, they can share details on what causes the most headaches for your customers so you can work to remedy the issues.

3. Pay Attention to Your Employees’ Needs

It may seem unusual to focus on employee needs when devising ways to improve the customer experience. However, studies show that 79% of employees at companies with above-average customer experience are highly engaged in their jobs. 

Remember, for most of the buying journey, potential customers will be in direct contact with your employees. But, if your people believe they don’t have the right tools to do their job effectively or feel underappreciated, they won’t be engaged with their work and it will likely affect their performance. 

Here are some ways your can uplift your staff and ensure they’re providing customers with a stellar experience:

  • Identify employee pain points via employee feedback
  • Digitise your processes to make them more seamless
  • Provide them with the correct tools and equipment 

4. Personalise Your Customer Interactions

A personalised experience can help make your customer feel more valued. According to a survey, 80% of customers are more likely to purchase a product or service from a brand that provides personalised experiences.
Something as simple as creating templates where you can add client details and logos is all it takes to add an extra touch of personalisation and improve the overall customer experience. To maintain customer loyalty, you could also consider sending a follow-up email or survey, enabling them to voice their opinions and feel heard by your business.

5. Use Technology to Revolutionise Ways of Working

Today’s emerging technologies will power tomorrow’s customer experiences. So, early adopters of cloud-based CRM (customer relationship management) systems will find that they have a competitive edge over other companies that don’t use modern methods to connect with customers.

With a state-of-the-art job management software system like BigChange, you can manage the most significant factors that influence the customer experience. Your back office can easily monitor, schedule and dispatch service requests to optimise your field-based workers’ strongest skills to meet customer expectations the first time, every time. 

By using technology to improve transparency and collaboration between all aspects of operations, all processes become much more seamless and rapid, providing benefits for both your back-office staff and your customers.

Benefits of Improving the Customer Experience

Companies that improve the customer experience won’t just have happier clients. With the right design, a better customer experience can positively impact your business.

Here are just some of the main benefits of improving the customer experience:

1. Higher Profits

Brands with superior customer experience bring in 5.7 times more revenue than competitors that don’t focus on their customers’ needs. 

It’s no secret that customers who are satisfied with the service they received will be more willing to purchase your service or product and possibly even try your other offerings. Plus, since your customers value the overall experience, you can charge a higher price than your competition without the risk of losing your clientele. 

Additionally, customers who have a favourable view of your business are more likely to spread the word to their friends, family and professional network, providing you with a new pool of leads that could convert into sales.

2. Excellent Reputation and Increased Brand Awareness

Almost nine out of ten potential customers consult online reviews before purchasing, proving that people have a high level of confidence in fellow consumers’ opinions. Therefore, you must take time to provide your customers with a superior experience, from the moment they learn about your business to the ongoing relationship you create following a purchase.

Customers who feel valued throughout the buying journey will likely provide you with one of the most potent marketing tools – word-of-mouth. The more customers you have advocating for your product or service, the stronger your reputation will grow.

3. Pleasant Work Environment

Approximately 35% of customers have become angry when talking to customer service representatives, which doesn’t make for a pleasant interaction. By taking steps to improve the customer experience, you’ll have happier customers, which reduces your customer service team’s chance of dealing with heated complaints.

If your team is consistently handling negative customer communications, their morale could take a hit, and productivity will decline as a result. At worst, your staff may seek employment elsewhere, leaving you to recruit their replacements.

Getting all your departments involved at various points of the buying journey and working towards one common objective is key to producing contented customers. Not to mention that employees who identify with the brand and its goals are more likely to be engaged in their work.

4. Customer Loyalty and Repeat Purchases

By offering your customers a painless, personalised and prompt service, you’re likely to build up a more loyal clientele. As the saying goes, “If it ain’t broke, don’t fix it”. Customers who feel like your company meets their needs are far less likely to risk changing to an alternative product or service. 

Loyal clients will also keep coming back to your business, making them even more valuable. 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.

Improve the Customer Experience and Grow Your Business with BigChange

Some systems manage relationships. BigChange helps you master them.

BigChange is the complete Job Management Software Solution 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 and business intelligence into one simple to use and easy to integrate platform your business can run on.

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

During August 2021, we engaged the research consultancy Opinium to survey field service businesses about how they fared since the UK government eased their strictest lockdown measures.

Although, for the most part, many companies are doing better now than they were in July 2020, the survey revealed that 13% of organisations are still struggling. In fact, those in the worst affected category fear they will go out of business in the next year as costs continue to rise and COVID-19 support measures are phased out.

At BigChange, we’re committed to making a difference to the way you work and helping your business grow stronger. In this article, we’ll share the top three ways to increase profits for your business and bounce back post-pandemic.

How to Boost Your Profits

1. Reduce Travel Expenses

One of the best ways to maintain a healthy profit margin is to reduce business expenses. With petrol prices rising by 18% and diesel leaping by 16% to a near-record level over the last year, it’s worth looking at your current travel costs and devising ways to minimise them. 

If you’re currently relying on spreadsheets to schedule your technicians’ working days, you could be missing out on the opportunity to optimise their routes. Thankfully, technological advancements in recent years have made it simple to assign relevant workers to jobs based on their location, skills and qualifications and vehicle type. 

A job management platform optimises routes, which helps to reduce the amount of time each technician spends on the road. Lowered travel times increase the number of appointments technicians can attend each day, making it a worthwhile investment. 

2. Improve First-Time Fix Rates

Did you know, companies that achieve a high first-time fix rate of over 70% enjoy a 4% increase in revenue? Subsequently, it’s crucial to equip your technicians with everything they need to complete their assignments the first time.

Keeping a close eye on your stock, equipment, and assets will ensure that you always have the correct items for each job and allows you to attend more reactive appointments. Modern asset management systems give you complete, real-time visibility over your inventory and allow you to assign gear directly to jobs. 

By allocating equipment before each job, your technicians can rest assured they have the right tools to finish the work there and then. Plus, an increase in first-time fixes will liberate more time for your workers to take on additional jobs — which will prove to be particularly lucrative, as the workload has increased by 70% across the field service industry.

3. Digitise Your Processes

On average, we found that users of job management software grew faster than businesses still relying on spreadsheets and paper processes last year. Better still, those that made the most of the latest technology are now in a better position to take on further work and deliver it profitably in 2022.

Using job management software like BigChange, you can digitise all your processes and manage them on one easy-to-use platform. As a result, your back-office team can handle bookings — from the moment the client makes an appointment right up to invoicing and payment — at the click of a button. 

Furthermore, the system records all customer interactions, meaning you’ll have a comprehensive record of information to refer back to whenever you need it without having to sift through mountains of paperwork. Additionally, you’ll reduce business costs by eliminating the need to store documents on-site or pay for storage.

Consequently, your team will have more time to spend on activities that contribute directly to business growth, leading to significant profits further down the line.

Job Management Platforms are the Future

It’s no secret that COVID-19 has taken its toll on field service organisations. Currently, fewer than half of field service firms are profitable. That’s why business leaders will need to think outside the box and look for innovative solutions that will help their companies bounce back.

In order to stay ahead of the curve and thrive in a turbulent economic landscape, you must consider how technology will help you overcome the obstacles you’re facing presently. Job management platforms arm you with all the tools you need to boost profitability and provide a great return on investment, which will benefit your business long after the effects of the pandemic have disappeared. 

Help Your Business Bounce Back Stronger than Ever on BigChange

BigChange’s job management software 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, workforce management, financial data 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, arrange a free demo today!

How an Excellent Customer Experience Drives Business Growth.

According to research, 61.5% of marketing professionals agree that poor customer experience (CX) leads to a loss in clientele. Unfortunately, businesses that don’t innovate and stay up-to-date with the latest trends may find that their customers seek better service elsewhere.

Instead, to drive business growth, you should consider the ways your potential and existing customers perceive your brand. Having a good understanding of your reputation will enable you to make necessary improvements and continue attracting customers to your company.

By delivering an excellent customer experience, you’ll find that your organisation is able to generate more revenue, allowing you to keep taking on bigger and better projects.

Read on to find out more about what today’s consumers have come to expect and how customer experience drives business growth.

How Customer Experience Drives Business Growth

1. Customers Will Be More Loyal

Statistics show that 82% of emotionally engaged customers will always purchase from the same company when they need something and are less inclined to shop around. Additionally, customers who repeatedly engage with your business may be more interested in discovering what else you can do for them, giving you more opportunities to drive business growth. 

However, the key to gaining repeat customers is focusing on the ’emotional’ side of engagement. In other words, how does each stage of the buyer journey make people feel? Your clients will become loyal when they feel valued and that your business genuinely cares about anticipating their needs. 

The good news is that anticipating your customers’ needs isn’t as tricky as it sounds. Using modern cloud-based CRM (customer relationship management) technology, you can manage the entire customer journey end-to-end. For example, customers can easily manage bookings via an online portal, view real-time service updates, receive digital invoices and make instant payments at the touch of a button. 

Receiving a speedy and reliable service has never been so straightforward, and your customers will want to keep using your company time and time again as a result.

 2. You’ll Be Able to Attract New Customers

When you deliver an excellent customer experience, your brand reputation will skyrocket. Unsurprisingly, 60% of customers say they trust reviews from friends, family and other product or service users. 

Therefore, if you’re consistently providing your existing clients with positive encounters, you increase the chances that they’ll spread the word of your company and provide you with a new bank of leads.

Remember, customers are attracted to businesses that are:

  • Knowledgeable: 46% of people will abandon a brand if they’re not knowledgeable. As such, you must ensure that all your employees are clued up on your product or service.
  • Friendly: 42% of people say they would pay for a more friendly, welcoming experience. Think about each touchpoint during the buyer journey and how your customers will perceive your messaging. Everything, from your marketing efforts to your customer service team members, will influence your clients’ feelings towards your business.
  • Speedy: 70% of customers believe that speed of service matters the most. To deliver a swift service, you should review all your current ways of working to eliminate any inefficiencies, such as manual administration processes or outdated legacy systems.
  • Convenient: Only 14% of customers report being happy with current business communications. Time-consuming phone calls and emails no longer work as part of your clients’ busy days. Instead, people want more instant communication methods that will provide them with correct information whenever they need it. 

If you manage to tick all the boxes, you’re well on your way to gaining a stellar reputation and enjoying a drive in business growth.

When you use a state-of-the-art CRM system, the good news is that providing a speedy, convenient service is simple. You can eliminate the need to complete manual, paper-based administration tasks and remove burdensome, outdated processes from your employees’ to-do lists. With all the free time, your people can focus on what they do best: providing a friendly and knowledgeable experience to your existing and prospective customers.

3. People Will Pay Extra for an Excellent Customer Experience

Customers who believe that your organisation satisfies all of their requirements will be willing to pay more for your product or service. In fact, you could double your business’ revenue within 36 months if you improve your customer experience to a satisfactory level.

Therefore, it’s worth thinking about how to provide an excellent customer experience and investing some time to implement your plan. In today’s digital world, one of the best ways to improve CX and drive business growth is by employing technology to speed up your processes and enable seamless communications between your customers, back-office staff and field-based workers. 

A multi-functional mobile workforce system, like BigChange, enables your team to work more rapidly and provide your customers with a better service. As such, you’ll stand out from your competitors who continue to use antiquated ways of working, and people will be willing to pay a premium to use your products or services instead.

Create an Excellent Customer Experience and Grow Your Business with 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.

Want to find out more?

Discover how Field Service Management Software from BigChange can make your business grow stronger and arrange a free demo today.

How Digital Transformation is Driving Customer Experience

Did you know, two-thirds of a company’s competitive edge comes from its customer experience? In today’s busy world, customers expect businesses to anticipate their needs and provide simple, seamless services. Therefore, organisations must innovate and devise ways to take their customer experience to the next level to avoid becoming obsolete.

But, how do you ensure that the customer experience meets expectations without spending too much money or time implementing a solution?

Simple. You use technology to your advantage. 

In this article, we’ll explain how digital transformation is driving customer experience and how you can use modern workforce management software to make your business stand out from the crowd.

What is Digital Transformation?

Digital transformation involves integrating technology into some — or all — areas of a business to create or improve processes. Fundamentally, digital transformation changes the way companies operate and provide value to their customers. 

Since traditional, paper-based processes are error-prone and inefficient, more field service businesses are considering disruptive ways of leveraging state-of-the-art technology to enhance their ways of working. 

But what effect can a digital transformation of customer experience have on your business?

The Impact of Digital Transformation on Customer Experience

According to statistics, 73% of customers agree that customer experience helps to drive their buying decisions. Consequently, you must consider ways to attract modern buyers and deliver on their expectations in order to continue growing your business.

With digital transformation, not only will you provide a superior customer experience, but you’ll also enjoy several benefits. Here are some examples of how digital transformation is driving customer experience:

1. More Reliable Workers

Historically, many field service businesses have had to rely on subcontractors they don’t know or can’t manage to complete jobs for customers. As a result, communication can be disjointed, and clients may receive a sub-par service.

Unfortunately, when customers aren’t happy, your business and its reputation take a hit. In fact, 39% of customers claim they would stay away from a vendor for up to two years after a negative experience.

Instead, companies that use online networks to collaborate with other like-minded businesses can extend their reach to offer additional services in a wider range of locations. Online platforms also provide access to real-time data, meaning you can see who is working for you, what they’re doing and where. Plus, you can instantly share information with your customers, giving them more visibility over their appointment. 

As a result, you’ll be able to experience the benefits of company expansion without the additional cost or risk, and your clients will receive a better service.

2. Faster Processes

According to research, businesses that go paperless notice that staff productivity rises by nearly 30%. The repetitive, manual administration methods that many field service businesses rely on act as a motivation killer for their staff and, in turn, cause more errors and make already sluggish processes even less efficient.

Picture this: Bob has waited several working days for an invoice in the mail from you. He opens it and realises that the details don’t match up with your initial quote. Confused, Bob calls your back-office team and contests the invoice. After some back and forth, your team realises that they have made a typo and now have to mail out another invoice.

Bob is unhappy that the process is taking so long, and your team now has to spend more time fixing the problem. Not ideal.

If you use a cloud-based field service workforce management platform, on the other hand, you will quickly realise the impact of digital transformation on customer experience. Customers can book appointments online before your back-office team deploys a worker based on location and skill set. You can then share real-time updates with your customer, so they know when to expect the technician.

Once the work is complete, the technician can fill out and send paperwork to your back office via their mobile device and create a digital invoice. Your customer will receive the invoice immediately and be able to pay online the same day.

With a cloud-based system, you can eliminate the risk of human error, speed up your processes and provide your customers with an outstanding experience at the touch of a button.

3. A Personal Touch

Unsurprisingly, 98% of marketers say personalisation advances customer relationships. Modern customers are used to online experiences that are tailored directly to their individual needs, so your business will need to do the same to maintain its clientele. 

However, when you rely on paper-based documents and multiple, outdated legacy systems, keeping track of your customers and their requirements can be tricky. As such, your customers won’t be receiving a personalised service and may look to your competitors to provide them with a more tailored experience. 

Using a cloud-based CRM (customer relationship management) system, such as BigChange, personalising the customer experience has never been easier. For example, you can see customer information and history on the platform, which ensures that you have all the details you need to keep track of projects and provide your customers with the correct updates as and when required.

Begin a Digital Transformation of Customer Experience with 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.

Want to find out more?
Discover how Field Service Management Software from BigChange can make your business grow stronger and arrange a free demo today.

BigChange’s first health check of the UK’s field-service sector suggests that most firms are growing due to soaring demand, but that isn’t always translating into profits. 

Demand for UK trades has boomed in the year since the end of the initial lockdown. We discovered that 72% of the UK’s field service businesses are growing – but only one-in-five are growing stronger.

We worked with research company Opinium to compare the health of businesses in the 12 months leading up to July 2020 with the 12 months since then, during which pandemic constraints have eased. The findings are detailed in our State of the Field Service Sector report.

Workloads grew by an average of 70% across the UK’s field-service sector. Our research suggests that demand grew fastest in the Plumbing & Heating, Plant Hire and Drainage sectors.

Almost one in five businesses did twice as much work as in the 12 months to July 2020.

Turnovers have soared by 79% across the sector.

But the headline figures mask some significant challenges.

Despite booming workloads, fewer than half of companies (48%) said they were profitable in the year to July 2021. Covid complications, compliance issues and surging costs (particularly for fuel, people and materials) were the factors hitting firms hardest.

Covid-19 is still a drag on the sector, with 81% of businesses saying it had hampered their growth or profitability in the last 12 months. The rising cost of materials, fuel and labour were also problems for more than 70% of respondents.

Debts have increased by 117% among the worst financial performers in the sector, and one-in-eight firms fear they will fail within a year. And this isn’t because they aren’t winning new business: workloads increased fastest among firms struggling the most right now.

There’s a big difference between growing and growing stronger.

Almost everyone is working harder, but the strong, profitable businesses are succeeding by working smarter to stay in control of their operations, keeping a lid on costs, and making their teams more productive.

They are using technology to improve management oversight, plan better and automate processes. And they are improving communication and response times to make customer experience their competitive advantage.

Nserv, Subscan UDS and Celsius Plumbing and Heating have successfully navigated current challenges and are growing stronger post-pandemic. We spoke to them about our research.

Slick processes and strong finances put booming Nserv on track for further growth

Nserv provides facilities maintenance and construction services across the South East. It grew turnover by 75% and delivered a healthy profit in the year to August 2021.

“Work with our retail and restaurant customers was affected during the initial lockdown, but we came out of that period three times stronger,” said Dean Barber, Nserv’s Managing Director. “We picked up big new contracts in the South East and introduced new technology to help manage jobs and our workforce more effectively.”

“Growth has been incredible since then. We’ve doubled the size of team but talent has still been an issue. Skilled tradespeople are hard to find; we could have grown even faster if there were more of them.”

Midlands expansion helps drainage specialist improve service and cut costs

Leeds-based Subscan UDS, which provides a range of drainage, utility, and surveying services, has seen demand increase by a fifth over the last 12 months and anticipates growth of 20% next year.

“Subscan are growing strongly due to significant contract wins and recruiting at pace,” said Kirk Mason, the company’s Operations Director. “Shortages of skilled staff has been our biggest challenge. We are having to pay more to recruit and retain HGV drivers and Brexit has made it harder to bring in the specialist surveyors from Poland and Lithuania. We’ve got 30 people in that department doing the work of 45.”

Celsius targets £1 million mark after a rebound year for residential plumbing

Celsius Plumbing and Heating works with homeowners, private landlords and property agents across Edinburgh. Although the company took a hit when forced to focus on essential work during the first lockdown, its fortunes have bounced back since.

Celsius increased turnover by 36% as demand rebounded, expanding its team from 12 to 18 by August 2021. It targets similar growth this year.

“Demand for our services went crazy,” said Company Director Michael Cairns. “People were desperate to get work done, and we had a backlog of almost 500 jobs.”

“We’ve now also optimised our operations so we can almost guarantee a same-day response. Clients love that attention to detail, they are recommending us and demand is increasing as a result.”

Download BigChange’s State of the Field Service Sector Report today.

Mental Health & Wellbeing Round Table – BigChange panel discussion on supporting mental health and well-being during the COVID-19 pandemic.

In the first of a series of BigChange virtual round tables talking about topical issues facing the British industry, this panel discussion examines the impact on mental health that Covid-19 has, recommendations on what employers should be doing over the coming months and concludes in a questions and answers session.

Thank you to all our panellists for their contributions to this informative and inspiring discussion:

  • Rebecca Burn-Callander, Business Journalist (host)
  • Nicolas Hamilton, Racing Driver and BigChange Ambassador
  • Michelle Dewberry, Businesswoman & broadcaster and BigChange Ambassador
  • Laura McCullagh – Mindful Employer Coordinator – Leeds Mind
  • Steve Broughton, BigChange customer – SafeGroup
  • Kevin Sherwood, BigChange customer – Sherwoods
  • Alex Epstein, BigChange Marketing
  • Sonal Sidpara, BigChange HR
  • Alexandra Abrahams, BigChange Training

Donations are welcome, and should be directed at Leeds Mind.

BigChange

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