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The Sheffield-based company has also deployed the BigChange field service management software to allow customers to use a portal that allows them to directly access service and site history information and book engineer appointments
“BigChange has the potential to improve efficiency, boost productivity and raise customer service levels and, as we continue to roll BigChange out, these will have a significant impact on the growth and profitability of the business.” Andy Peart, Sales & Service Director, Hodge Clemco.
Before BigChange, Hodge Clemco relied on carbon copied worksheets, which meant waiting for the completed paperwork to make its way back to head office and then manually entering details for quotations, invoicing, payroll, customer reporting, etc. This was time consuming, labour intensive, and had the potential to introduce errors into different systems.
Since rolling out the BigChange job management system, which incorporates a mobile workforce app, customer relationship management (CRM), job scheduling, live tracking, resource management, job finance and business intelligence, Hodge Clemco has quickly re-engineered many of its workflows.
Feedback from site visits is automatically shared with back-office staff in order to produce quotations within a defined timeframe. Once accepted, jobs are scheduled and worksheets, together with supporting site and equipment histories, are issued to the engineer. Completed job-sheets including, where required, time and location stamped photographs and customer sign-offs, can be accessed, in real-time, by the back-office support team and are used to inform customer reporting and produce invoices, stock updates and more.
“Using BigChange our engineers automatically receive job sheets which are completed, using the mobile app, whilst on-site and are instantly available for the back-office team to access. This means we are currently about 80 per cent paperless, and improving all the time, we have doubled the number of engineers we employ without having to add any additional support staff and we are hitting KPIs for quotations and customer reporting.” Andy Peart, Sales & Service Director, Hodge Clemco.
About:
Hodge Clemco has been designing, manufacturing, installing, and maintaining surface finishing solutions, including blasting, abrasive blasting, and coating equipment, since 1959. Through acquisitions and mergers, Hodge Clemco has grown and now employs 120 staff, located over 2 main sites, and is the only UK company to offer the full customer portfolio of ‘total service and solution’. Now part of the Surface Prep network of companies, Hodge Clemco is proud to have worked on many prestigious installations for the Ministry of Defence and Rolls Royce.
