The 6-in-1 system has transformed the management of the mobile operation, improving efficiency and boosting customer service and is helping the Leeds-based company as it expands its services and diversifies into new markets. BigChange Field Service Management Software will also be critical in the delivery of two new recently awarded nationwide contracts.
“Since implementing BigChange we have grown from four or five engineers to nearly 30 and, in all honesty, I can see that doubling in the next year.” Rob Holt, Head of Building Services, FSE UK.
FSE UK started its BigChange journey at a critical time as it transitioned from a small building company to one that can offer a range of building, fit-out, maintenance and facilities management services. Prior to BigChange, FSE UK used WhatsApp to communicate with its workforce; with a small team this was workable but as the company started to grow the cracks started to show.
Having done a lot of work in the commercial catering sector, FSE UK had worked extensively with Northern Catering Equipment which was already using BigChange and highly recommended it.
Using the BigChange job management system, which incorporates a mobile workforce app, customer relationship management (CRM), job scheduling, live tracking, financial management, and business intelligence tools, FSE UK has created end-to-end digital workflows. New jobs are recorded on the central management system before being allocated to an appropriate engineer. Schedules are sent directly to the engineers’ mobile phone, complete with job cards and any additional details, and newly introduced ETAs are automatically sent to the customer to advise of forthcoming appointments and any possible delays on the day.
Whilst onsite the engineer can access supplementary information about the site, the customer or the job, if required, before completing the job sheet and capturing additional intelligence such as date/time stamped photographs and customer signatures. Integration with the company’s accounting software Xero allows for fast, efficient invoicing, improving cash flow and further boosting customer service. Customers can even self-serve, booking routine appointments using the BigChange online booking portal.
The BigChange Collaboration Network allows for an easy exchange of job critical information between FSE UK and partner organisations such as Northern Catering Equipment. Each party can check the availability of the other’s workforce and even book jobs for them to extend capacity, service offerings, or geographical coverage.
“BigChange has helped us manage our growth and it will help us to sustain it in years to come as we grow the business into a multi-million-pound operation. It hasn’t always been easy but, with BigChange, you more than reap what you sow. If you put in the time and effort, you will see results in the form of reduced admin, improved efficiency, and better customer service, and these will impact your bottom line.” Rob Holt, Head of Building Services, FSE UK.
About:
FSE UK offers a range of domestic and commercial solutions. For commercial clients, it offers a comprehensive range of fit-out services, including office and retail space design, refurbishment, and installation of audio-visual and security systems. In addition to fit-out services, FSE UK also provides commercial maintenance solutions that cover reactive repairs, planned preventative maintenance, and emergency call-outs. Traditionally, FSE UK has worked within the catering and hospitality sector but has diversified into education and recently secured nationwide contracts with two of the UK’s largest social housing providers.
