We’ve done it. We set a truly ambitious goal for the business this year and our talented team has not only hit the target - we have surpassed it.
Recurring revenues at BigChange now stand at more than £30m a year, which is a testament to our ability to delight existing customers and new ones. This milestone means that the business has grown an incredible 140% over the past three years.
Looking forward, our order book is robust and healthy, representing in excess of £100m in contracted revenue.
This year alone, we've welcomed nearly 400 new customers, boosting our vibrant community to over 2,400 organisations in the UK and Overseas.
These clients are the lifeblood of this business, and they are really engaging with our platform. They have now completed an astounding 15 million jobs while navigating through 650 million miles.
BigChange is not just growing; it's a catalyst for success in this dynamic digital era, changing the way businesses engage with technology, driving efficiency and helping customers achieve their goals.
Celebrating a Diverse Clientele: A Decade of Sector-Wide Impact
Over the last decade, BigChange has cultivated a varied customer base spanning numerous sectors. This diversity showcases the wide flexibility of the BigChange platform. For example, in construction, we have companies like Sunbelt Rentals , Mobile Mini, Algeco UK HSS and GAP Group . Home improvement is represented by firms such as Anglian Windows and EnviroVent. The public sector includes notable names like Sheffield City Council and Pinnacle FM. Energy sector clients include major players like EDF and Providor. In waste management, we see involvement from businesses like Lanes for Drains and Clearabee. These examples highlight just a handful of the many industries where BigChange is making a significant impact, underlining the platform's broad reach and adaptability to different industry needs.
Elevating Customer Experience and Engagement
This year, BigChange has achieved significant milestones in customer engagement and support. Our customer support teams have delivered exceptional service, with an impressive average satisfaction score of 4.6 out of 5.
This year, we hosted 10 BigChange Customer Success Forums across the UK, where our executive team, product managers, and customer success team shared our latest product roadmap and conducted interactive sessions to enhance customer value.
We also successfully conducted live customer webinars, covering a range of topics including product releases, business intelligence, our new time and money-saving route optimiser, and expert tips for maximizing the use of BigChange. Our commitment to clear and consistent communication with our customers has been strengthened through our in-app Success Centre and monthly newsletters, keeping everyone informed about the latest product updates, events, and team news.
In addition to these initiatives, we've significantly enhanced customer learning opportunities through our improved BigChange University programs and new in-app walkthroughs.
Our revamped Customer Support experience, including the launch of a new Help Centre, empowers customers to easily access our extensive product knowledge base, submit support requests, and engage in live chats with our Support Team.
These achievements reflect our dedication to our customers – we will continuously evolve and improve our offering as we grow to ensure our customers not only benefit from our platform and in-house expertise but also from an ever-growing supportive community.
Innovations in Products and Services
This year at BigChange, we've made exciting strides in product development. We've launched 10 new, dynamic dashboards, offering deeper insights and analytics. Our innovative Data as a Service (DaaS) feature is set to revolutionise how you use your data in the future. The introduction of Job Finance – Bulk sales invoices simplifies and streamlines financial processes, while the Group Job Overview provides a comprehensive view of projects. BigChange Pay marks a significant leap in transactional ease and efficiency of payment.
For the developers, our Developer Portal has been enhanced, significantly improving the developer experience (DX). Additionally, we've made notable improvements to our purchase order system, enhancing its functionality and user-friendliness. These developments collectively represent our commitment to continually elevating the BigChange experience for our customers.
Since its launch two years ago, BigChange’s self-serve automation tool has put the power to effect change directly in the hands of our customers. The use of this function has exploded as a result with over 8 million automation events in the last 12 months.
Strengthening Our Team and Community Involvement
BigChange has had a year of dynamic growth and forward momentum, marked by our expansion of team members. We’ve introduced a cutting-edge employee assessment and development platform to ensure we keep helping our colleagues to progress and grow.
Our Corporate Social Responsibility (CSR) efforts this year have been particularly strong, encompassing a wide range of local and national charities. Highlights include a memorable Movember event - the 'Party with a Purpose' - in support of St John’s Crypt, continued backing for Brake the road safety charity, and a successful bake-off at the MacMillan Coffee Morning. We donated much of our old computer equipment to charities and schools too.
This week, we moved to a new 13,000sq ft office, located just a stone's throw from our previous location. This new space not only allows us to host our customers more effectively but also enhances collaboration among our team. It features unique facilities like a prayer room, a film studio, and a top-floor terrace ideal for welcoming clients. We're excited for our customers to come and visit us in our wonderful new surroundings.
Additionally, our commitment to operational excellence and security is underscored by our successful retention of the ISO9001 and 27001 certifications, as confirmed in our Q4 audit. This achievement reflects our dedication to information security and quality management, ensuring we continue to deliver the highest standards to our customers.
Global Expansion and Market Adaptation
In 2023, BigChange has made significant strides in international expansion, especially in France where there have been new developments in financial reporting, training materials, and enhanced user interface translations, specifically designed to support our French clientele. The vigorous efforts of our team in France have been instrumental in propelling the business forward, showcasing an impressive increase in our customer base.
Simultaneously, our Partnerships team has played a pivotal role in broadening our global presence. They have successfully established new relationships in Canada and Greece, while also enhancing our existing partnerships in New Zealand, Australia, and Cyprus. This expansion is a clear indicator of our capability to adapt and flourish in various international markets. Our growing global footprint in 2023 is a testament to our dedication to delivering excellence and fostering growth on a global scale.
It’s been a breakthrough year for BigChange. A huge thank you to all our customers and well done to an incredible team for all that you do.
