Industrial doors company Complete Shutter Services has doubled its business and boosted productivity by 20 per cent since implementing field service management software from BigChange. Providing a complete job management platform, BigChange cloud-based office software synchronises with a 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.
Paul Quealey, MD, Complete Shutter Services commented:
“We’re in an increasingly competitive market and it is crucial to keep ahead".
“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.
Quealey explained:
“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.”
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 fix at competitive cost for clients.
Quealey continued:
“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”.
“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.
Quealey concluded:
“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."
