Before switching to BigChange in 2023, EnviroVent used a server-based field service system and separate vehicle tracking.
“Our previous system just wasn’t keeping pace with our requirements,”
commented Jonathan Littlefield, Head of Installations at EnviroVent.
“It wasn’t responsive to our, or our customers’ needs, and it wasn’t reactive to changes in the business. It also didn’t integrate with other management systems we were using.”
EnviroVent uses the BigChange job management system across its installations and planning, through to post work completion reporting. The process starts with the Planning Team and the allocation of an experienced resource controller who remains the single point of contact for the client. Using BigChange, EnviroVent can allocate the right resource for each installation based on location, skill set and availability, and ensure that any equipment or parts required are available.
Powered by BigChange, the resource controller provides regular reports on installations completed, programme of delivery, and real-time email updates confirming receipt of orders, allocated installation dates, and completion of works, guaranteeing the customer is informed at every stage of the process. BigChange also helps EnviroVent communicate with residents and tenants to reduce ‘no-access’ visits.
“Working within the social housing and private rental sector can present additional challenges with residents often not present when we attend their property,”
Littlefield continued.
“Using BigChange to automatically issue a range of communication from initial appointment texts and e-mails to 24-hour reminders and on-the-day updates has reduced ‘no access’ visits from 15% to regularly below our 5% KPI.
“This is not only good for engineer efficiency and productivity it has a positive knock-on effect for the planning team who don’t then have to try and fill the missed appointment with other works.”
BigChange is also helping EnviroVent improve its customer service levels in other ways. The BigChange App means engineers can capture and share site information, including photographs, equipment specifications and serial numbers, and safety certificates in real time and the BigChange Portal means customers can self-serve this information when they need it.
This accessibility of information is also reducing the requirement for back-office staff to produce routine customer reports that, before the use of BigChange, could take all day to pull together but now take 5 minutes.
“Using BigChange we can do what we do even better! BigChange has put us back in control by giving us total visibility and the ability to react to changing circumstances.
“We can access detailed information when we need it in a format we can use and we can share this with the customer and other parts of the business.
“We are also working with BigChange to further develop the system trialling new features such as mass scheduling, DAAS, and Snowflake to improve our reporting,”
concluded Littlefield.
