Gym equipment repair specialist Upholstery2u is using the latest technology to streamline workflows and boost customer service levels. Supplied by BigChange, the complete job management platform dynamically schedules work for a nationwide team of upholsterers which is shared, via an app, to mobile phones that synchronise in real-time with the back-office solution.
Since implementing BigChange's job management system, Upholstery2u has seen a marked improvement in its SLA reporting and customer feedback and has also reduced the administrative resource required to manage the mobile operation.
“We chose BigChange as it was relevant to our industry with many features that suit our specific needs,” commented Daniel Boyle, Managing Director of Upholstery2u. “Having said that, it is also extremely user-friendly and flexible which means we can make changes and tweaks if we need to.
“Since implementing BigChange we have noticed a difference in every aspect of the business,” he continued. “BigChange takes care of the routine, time-consuming tasks, which allows us to focus on what we do best - getting the job done and keeping our customers happy.
“Using BigChange we can automatically schedule and track our team. In turn, they have more control over their workload with job completion reporting, photo sharing and stock requests, all available through the app on their phone. Our SLA monitoring and customer service is better, and customers can self-serve with live tracking and completion reports.”
Daniel Boyle, Managing Director of Upholstery2u
Upholstery2u provides on-site upholstery repair services for gyms across the UK. With a fleet of mobile workshops in customised MWB vans, U2U repairs and replaces damaged pads on gym equipment minimising downtime and disruption for gyms and their users. U2U also offers annual maintenance contracts and in-house repair services. Working with names such as Energie, JD Gyms and Total Fitness, Upholstery2u makes around 10,000 site visits a year looking after hundreds of pieces of gym equipment.
Since implementing the BigChange building maintenance job management platform, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence, in one simple to use and easy-to-integrate platform, Upholstery2u has streamlined workflows throughout the business. Customer quotations, completion reports and invoices are all automatically produced and customers can monitor progress in real-time and provide feedback through the platform.
Accessible 24/7, from any internet-enabled device, BigChange has also enabled managers at Upholstery2u to take back control of the business rather than focus on day-to-day administration. Performance reports, business metrics and forecasting are all available at the click of a button which it hopes will fuel future growth.
