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Fire and security specialist Tecserv UK has installed an all-in-one Vehicle Tracking solution from mobile workforce management specialist BigChange across its entire fleet of vans.

Headquartered in Underwood, Nottingham the company designs, installs and maintains commercial fire and intruder alarms, CCTV and access control systems for clients across the UK. After evaluating a number of providers, Tecserv UK chose the JourneyWatch system from BigChange combining real-time tracking of vans, intelligent separation of business and private mileage and an integrated driver mobile app that manages timesheets, expenses and gives its fully certified technicians feedback after each journey to encourage safe and responsible driver behaviour.

Tecserv UK has installed the new technology to help it enhance the round the clock service it provides to customers including the NHS, Marks and Spencer, Pinewood Studios, Harvey Nichols, The National Trust and construction industry clients such as Portakabin.

Contact centre agents at Tecserv’s monitoring centre in Nottingham liaise with customers 24/7 to respond to urgent reactive service requests as well as to manage the ongoing installation and routine servicing of alarm and CCTV hardware. With a team of field based service engineers covering the whole of the UK, maintaining complete visibility of the entire operation can be a challenge.

The JourneyWatch system from BigChange gives all call-centre agents and planners instant visibility of the live location and progress of all company technicians. Integrated customer relationship management (CRM) means that all customer sites are saved in the system, so that rather than just seeing the name of a street, operators can instantly understand which contact each engineer is visiting.

When responding to urgent reactive work, the system identifies available engineers in order of proximity together with information about their skills, qualifications and the type of vehicle and tools that they have available. This has enabled Tecserv UK to enhance response times ensuring that the ideal resource attends every job. This is supported by a variety of proactive alerts that enable efficient management of the operation. These include automatic emails and text messages to drivers and management when vehicles travel on toll roads or enter the London congestion charging zone, ensuring fees are paid and fines not incurred. Alerts also highlight when vehicles have been stopped at a location for an excessive period of time.

Grahame Tilley, CEO at Tecserv commented:

“Our growth has been based on providing a first class service to some of the most demanding commercial, retail and industrial clients. We are continually investing in the latest technology to maintain our edge and we chose BigChange as their customer-focused ethos and 24/7 service commitment matches our own. The JourneyWatch system is helping us to maximise productivity, whilst meeting safety and duty of care requirements.”

The BigChange technology is also assisting back-office administration. Technicians use a dedicated private button in the vehicle to differentiate between business and private mileage. This is providing robust information that the payroll department can use for meeting HMRC reporting requirements. In addition, vehicle tracking data assists with verification of timesheets and overtime claims. The BigChange technology also gives Tecserv UK the option to upgrade at any time to full works-order job management with intelligent scheduling.

Founder and CEO of BigChange, Martin Port added:

“We are delighted to welcome Tecserv UK as a BigChange customer. They run an impressive operation and have an enviable roster of well-known national and international brands using their services. Our RoadCrew team will be supporting Tecserv to get the maximum return on investment from their BigChange technology.”

CONTACTS:

BigChange Apps: Martin Port, marketing@bigchangeapps.com, tel +44 (0)113 457 1000
Reader enquiries: email:info@bigchangeapps.com, phone +44 (0)113 457 1000, www.bigchangeapps.com

About BigChange

BigChange by name, BigChange by nature! BigChange is an established force in mobile workforce management and telematics, offering a system that transforms the way companies manage their mobile operations.

JobWatch from BigChange is the paperless way to plan, manage, schedule and track a mobile workforce. This powerful all-in-one Mobile Workforce Management platform combines back office software, mobile apps, fleet management and real-time vehicle tracking in one simple to use system. Using JobWatch, customers can manage their entire operation, from quote all the way through to invoice.

 Mobile Workforce Management specialist BigChange has won contracts to supply its three-in-one JobWatch platform to over 5,000 mobile technicians at leading players across the Utilities Sector. The orders come from companies operating in the Public & Private sector involved in Water, Gas & Electric including the installation of 2nd generation Smart Metering.

BigChange’s three-in-one solution is delivering a paperless revolution for users and combines a cloud-based Job PlanningScheduling & CRM back-office, Android mobile app running on rugged Samsung tablets and hard-wired or app based live tracking of vehicles and resources. Industry specific versions of the JobWatch system have been implemented by Sutton & East Surrey Water PLC, Sheffield Council, Smart Metering specialist Providor part of Lakehouse PLC, Hewer Facilities Management, The McDougall Group, Woods Building Maintenance and 2015 BBC Apprentice winner ImpraGas.

Replacing manual planning and paperwork, the BigChange system allows back-office users to plan, manage, schedule and track work effectively including planned maintenance and urgent reactive work. In the back-office, the system is enabling planners to respond faster to customers, intelligently allocating work orders based on real-time engineer availability, skills, live location and parts stock. This is significantly increasing productivity; minimising customer wait time and driving first time fix at competitive cost. Assets and equipment are fully-managed by the system, allowing service requirements to be achieved effectively and an integration with trading platforms such as Homeserve allows for seamless collaboration with service partners.

Mobile engineers and technicians benefit from an easy to use Android mobile app that replaces all paper job-cards, risk assessments and method statements. Technicians start their day by completing an electronic timesheet and vehicle check, before instantly accessing the day’s work orders. Integrated sat-nav with live traffic ensures the best route is taken and customers receive proactive ETA (Estimated Time of Arrival) alerts by text and email. On arrival, the JobWatch app guides technicians step by step through job-specific workflows and captures essential information such as site-photos or test readings. Users can search for parts and add them instantly to the job. Proof-of-service and customer signature is captured and synced with the back-office instantly. The system generates invoices, custom reports, certificates, legal documents and fully branded job-cards that are automatically shared via a customer’s booking portal or email. This paperless approach is saving BigChange customers hundreds of thousands of pieces of paper annually, along with the manual back-office administration that was required to manually process these documents.

The turn-key solution is transforming the way companies manage their entire customer experience such as companies fitting and maintaining Smart Meters nationwide on behalf of the major UK Power networks. For example, Customers are handled by a centralised call centre, who use automated workflows in the BigChange back-office to quickly ascertain the type of meter installation required and offer customers a selection of available appointments via the scheduler. This triggers automatic ordering of parts and materials required and technicians complete their jobs on the BigChange app. The system can plan and manage thousands of jobs per day.

The BigChange JobWatch system is also delivering superior value for Heating, Gas, Electric and Home Automation businesses such as ImpraGas, founded by 2015 BBC Apprentice Winner Joseph Valente and owned 50/50 with Lord Sugar. The company is on a mission to revolutionise the plumbing industry, using the BigChange platform to offer customers a faster, improved service. The technology is not only managing the entire operation all the way from quotation to invoice but is also ensuring consistent service quality and compliance. Gas Safety inspections are completed on the app and stored and shared electronically with customers and landlords. BigChange JobWatch is enabling service innovations such as real-time booking on the company’s website as well as a fully-branded ImpraGas mobile booking and payments app.

Joseph Valente, Founder of ImpraGas commented:

“We chose the BigChange system because we have ambitious plans to grow the company as quickly as possible and needed a system to manage our workforce efficiently and help us provide an excellent service to our customers. BigChange has transformed the way we do business.”

CONTACTS:

BigChange Apps: Martin Port, marketing@bigchange.com, tel +44 (0)113 457 1000
Reader enquiries: email:info@bigchange.com, phone +44 (0)113 457 1000, www.bigchange.com

About BigChange

BigChange by name, BigChange by nature! BigChange is an established force in mobile workforce management and telematics, offering a system that transforms the way companies manage their mobile operations.

JobWatch from BigChange is the paperless way to plan, manage, schedule and track a mobile workforce. This powerful all-in-one Mobile Workforce Management platform combines back office software, mobile apps, fleet management and real-time vehicle tracking in one simple to use system. Using JobWatch, customers can manage their entire operation, from quote all the way through to invoice.

BigChange

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