Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. Since deploying the BigChange job management platform, Trustee has also been able to deliver significant improvements in customer service by providing digital, real-time reporting from service engineers using mobile devices linked to live vehicle tracking.
Trustee is a fire and security specialist first established in 1978 and based in Orpington. The company provides solutions for both domestic and commercial properties with a range of services from fire and intruder alarms to CCTV, access control, automatic gates, fabrication and emergency lighting. Trustee embarked on a major business expansion drive 3 years ago and has since seen year-on-year growth.
Two years ago Trustee realised that their ageing legacy system could not cope with the expanding business. A new system was needed to provide a fully digital solution with high levels of automation, and a platform for future ambitious growth plans.
Nick Toomey, Director, Trustee Fire and Security says:
“We work in an industry bound by a lot of health and safety legislation and is broadly behind the times when it came to digital working; it was still an industry burdened with paperwork we knew that moving to a real-time digital reporting system was the future but finding a suitable system proved difficult. BigChange proved to be by far the best option and offers tremendous potential as the platform to transform this industry.”
BigChange brings together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, and business intelligence into one simple to use and easy to integrate platform. Trustee run a fleet of vehicles servicing clients across the south-east of England, with engineers equipped with rugged tablets for managing their jobs and reporting; the BigChange platform synchronises mobile devices and the central CRM so Trustee has complete visibility of all jobs.
Trustee particularly like the automated scheduling and routing, ensuring the best allocation of resources, optimised and backed with useful management information, such as the calculated cost of each job. Invoicing in BigChange is also much quicker and two-way integration with Xero accounts software means BigChange provides a completely seamless end-to-end business solution.
“BigChange has enabled us to eliminate paperwork and completely digitally transform the way we work. That has led to productivity gains across the office and field service operations of around 25 per cent. However, it’s customer service where the greatest benefits are being realised. Customers are very impressed with the provision of instantly updated data from our engineers and automated communications,”
On the fleet side, Trustee’s engineers use their tablets to record their vehicle safety checks and tracking provides useful safe driving performance statistics, as well as keeping customer services informed of the location and progress of all engineers. BigChange software guides engineers with workflows to ensure procedures are followed and all data is complete, ensuring consistency and quality. Future implementation will address the stringent fire and security compliance reporting.
“BigChange is a great business tool as we can see everything going on, in real-time and 24/7 from anywhere by just connecting online. That also makes business expansion so easy, it is just the case of adding another user. It’s certainly broken down traditional IT barriers and we’ll be able to expand freely whether it be through organic growth or acquisition”