Established in 1999, Baydale is at the forefront of security system design, installation and integration. Working primarily with public and community sector organisations such as Local Authorities, Police Forces, Educational Institutions, NHS Trusts and Housing Associations, Baydale’s core services include CCTV, door entry, security doors, gates and barriers and fire detection and alarms. Baydale operates a 24-hour a day, 7 day a week engineering operation with more than 40 specialists operating nationwide.
Tina Lunnon, Service Admin Manager and BigChange ambassador within Baydale commented;
Our previous system, a server-based platform, had served us well for almost 20 years, however, as we expanded and our client base expected more, it just wasn’t keeping pace. We knew we wanted a system that was cloud-based, we also knew we wanted a system that would allow us to keep track of stock, have visibility of engineers’ movements and offer digital certification.
One of Baydale’s primary objectives for implementing the BigChange job management system was control and visibility of its mobile workforce.
Being able to see where our engineers are, in real-time, alongside a colour-coded job progress icon, means it’s much easier to pick up work and allocate an appropriate and available resource. This means each engineer can complete more jobs per day making them on average 33 percent more productive.
Another driver for the big change in job management at Baydale was stock control. Having our stock records managed digitally has taken some time to get up and running but we are seeing a clear benefit of those hours invested as knowing what an engineer has on their vehicle means jobs can be allocated 80 percent faster.
Baydale has also transformed up 95 percent of its workflows to digital, improving the speed of customer updates and reducing the admin resource required to duplicate information from paper to digital. The CRM features are clear and simple to navigate, and, being able to add custom fields allows Baydale to share detailed customer and site information between the back office and field teams. The ability to add notes and link to quotes and additional documents and actions such as text messages sent, provides evidence for audit trails and customer clarification if required.
Tina concluded;
Overall, we have noticed a vast improvement in the way we communicate with our clients. The job cards produced by BigChange are clearer, holding just the right information including time and date stamped photos, and the ability to set up auto send has made a massive difference in the number of emails we generate and calls we make.
Digital certification and job completion reporting is important for Baydale’s clients and these have boosted customer service as worksheets and certificates can be shared with the client as soon as a job has been completed. Using the BigChange booking site, some of Baydale’s larger clients can also self-serve information and schedule routine appointments.
