Complete Shutter Services has doubled its business and boosted productivity by 20 per cent since implementing field service management software from BigChange.
The BigChange complete job management platform synchronises with rugged tablets used by field operatives to provide real-time 24/7 visibility of every job nationwide.
Established 35 years with headquarters and factory in Rotherham and a factory in Harlow, Essex, Complete Shutter Services designs, manufactures, installs and services door systems for clients including BP, Shell, Jewson, Homebase, Marks and Spencer and the Co-Op.
“We’re in an increasingly competitive market and it is crucial to keep ahead,” says Paul Quealey, MD, Complete Shutter Services. “Our clients are also now much more demanding when it comes to reporting on jobs – they expect accurate and real-time reports. BigChange allows us to do just that and the platform is so easily adaptable that we know we’ll be able to meet any client need.”
According to Quealey, the biggest impact of BigChange has been in improving the quality of its services. The software guides field operatives through procedures on-site ensuring everything is done correctly with consistent and complete reporting every time; backed up with time recorded before and after photographs.
“We’ve possibly increased the quality of our services by 70 per cent with BigChange. That’s key to retaining and growing our business and the way we have deployed BigChange gives us a key competitive advantage,” he explains.
Complete Shutter Services was one of the first adopters of BigChange and played a central role in developing the platform for use in the industrial doors industry. BigChange is a complete job management platform bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management, and online portal into one simple to use and easy to integrate platform.
Jobs are automatically allocated 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 fixes at a competitive cost for clients.
“BigChange has delivered huge cost savings and we’ve increased productivity in the office by at least 20 per cent and we’ve made similar gains in terms of the number of jobs completed daily,” Quealey explains. “It’s also made business expansion very easy. New engineers can literally be up and running in minutes using the very easy mobile app. And when we opened a new office in Harlow, we just connected online to access the cloud-based software giving all the IT we needed, instantly.”
Complete’s field engineers use the platform to complete their timesheets and vehicle checks, before instantly accessing job information. Linked to vehicle trackers, the software provides navigation with live traffic to ensure the best route is taken and customers receive ETA updates by text and email.
On arrival, engineers can create instant estimates and the app guides them step by step through health & safety and job-specific workflows including photo capture. On completion, the system generates job cards that are automatically shared via a customer’s booking portal or via email.
“Invoices can be raised immediately on job completion and since the system allows us to provide such good proof-of-service, disputes are very much a thing of the past. For management, BigChange really does bring peace of mind. We’ve got access through a BigChange management smartphone app that gives us complete round-the-clock visibility of everything going on. It means we are always in control and able to provide the high levels of service whatever the operational challenges,” Quealey adds.
Making the Switch; what BigChange customers are saying:
Chris Blount, Director of Blount Shutters.
“We are fixing 9-out-of-10 faults on industrial doors and roller shutters at the first visit after introducing BigChange, boosting customer service levels to our blue-chip clients such as Tesco, Lidl and Dunelm.
“BigChange is with us at every step; from the moment a fault is reported, through quotation to the booking of an engineer. The system informs what stock each van holds, communicates ETAs to our customers and keeps our workforce safe and informed with automated vehicle checks, risk assessments and access to customer records. This is realising significant service improvements not least a 30 per cent increase in first-time fix rates.”
Lee Parker, Director, All Round Security
“Our challenge is to manage growth whilst maintaining our high-quality service. With BigChange we have something that not only dramatically improves our business efficiency, service and productivity but also a solution that will allow us to freely expand the business thanks to the automation and ease of access via mobiles and the cloud. The beauty of BigChange is that it can be easily configured to do just about anything so we are not restricted, IT wise, in what we can offer.
“For a mobile service operation like ours, the killer of productivity is the travel time to jobs. With improved scheduling, routing and resource allocation using BigChange scheduler software we’ve already improved engineer productivity.”
Floyd Manship, Managing Director, Industrial Door Services
“By eliminating paperwork and keying in records the improvement in efficiency has been remarkable. However, the greatest rewards from the BigChange system are in managing the business as it gives us complete visibility of all jobs, 24/7 from anywhere. As a management tool, it really has become invaluable and has transformed the business.
“BigChange makes it easier to manage people as it acts as a smart manager making completely rational decisions. For example, it automatically assigns the nearest engineer to a job so there is no argument; it helps avoid conflict and helps ensure better decisions are made to the benefit of everyone.
“Whilst using paper it took days to get back engineer reports which held up raising quotes and invoices. And some things never got invoiced because the paperwork was missing. With BigChange we don’t miss things and don’t have to wait. We can quote and invoice immediately so we get quicker decisions on quotes and quicker payment of invoices, improving cash flow.
“Transparency has to be the way to go in our market. BigChange gives us the tools to be completely transparent. And as a management tool, it is great as I can see everything going on and every day and every week - I can see exactly what we have spent and how we are performing.”
About BigChange
Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world. BigChange employs 200 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.
In 2020 BigChange was awarded a Queen’s Award for Enterprise: Innovation, one of the highest business honours in the UK awarded for the company’s contribution to international trade, innovation, sustainable development and promoting opportunity. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.
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.
Discover how BigChange can make your business grow stronger or book a free demo at www.bigchange.com
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