“We are an engineering company run by engineers which means we are the best possible people to do the job, but possibly not the best people to run a business. With BigChange all that has changed. We now have the tools and support in place to run the business as it should be run and we can concentrate on providing first-class service to our clients.” Darren Walker, Managing Director & Founder, DW Forklift Services.
Field technicians, armed with BigChange tablets, are live connected to the back office, improving the flow of information which has led to an increase in onsite productivity of 20%. BigChange Field Service Management Software has allowed routine administration to be cut by 50% and, with 24/7 visibility of operations and automated ETA alerts, customer service has been boosted.
“We had looked at job management systems before but couldn’t justify the cost. BigChange is different. Because there are so many aspects to the system it has already paid for itself and we have literally just scratched the surface of what it is capable of.” Darren Walker, MD, DW Forklift Services.
DW Forklifts implemented the BigChange job management system, which incorporates customer relationship management (CRM), job scheduling, live tracking, resource management, financial management, and business intelligence, in 2022. Before BigChange, the administration side of the business was mainly manual, relying on paper and pen and the specialist knowledge and skills of one or two staff members. By digitising service histories, technical documentation, and equipment certificates, DW Forklifts has reduced this reliance on individuals, making essential information available when and where needed. This online library has improved field efficiencies allowing engineers to complete more jobs onsite rather than waiting for paperwork to be emailed.
Before BigChange, the administration of the mobile operation, including quoting, production of job cards, scheduling of work, and fleet management, could take up to 4 hours a day and DW Forklifts was on the brink of hiring an additional member of staff. Since implementing BigChange this has been slashed to just one hour a day, freeing up back-office time, which is now being redeployed with a focus on business expansion and customer service. Integrated vehicle tracking has also led to additional savings as it has eliminated the need for a third-party system.
“I know so far, we have only taken baby steps with BigChange, but we are already seeing the impact with a reduction in the time spent generating, completing, and circulating unnecessary paperwork, and an improvement in engineer productivity. As we explore other features of the system, including stock control, the CRM, and financial management, I am confident we will continue to realise tangible benefits, and we will be supported at every step.” Darren Walker, Managing Director & Founder, DW Forklift Services.
