Founded by Jason Ripley and Andy Brooke as PWS, the company originally specialised in pressure washer servicing, repairs, and equipment rentals before applying experience in pressure washing machine sales, equipment rentals, and detergent sales within the haulage industry to provide the full service, end-to-end solution that Jet Wash Shop currently offers. Now employing a team of nationwide engineers, fitters, and customer service staff, the company has a showroom, workshops, spray shop, and parts department at its headquarters in Halifax, West Yorkshire.
“When we started, we had just two engineers and everything was written down on paper and our management tools were a couple of large whiteboards,” commented Andy Brooke, Director of Jet Wash Shop.
“Since introducing BigChange, we have grown to offer nationwide operations serving some of the largest names in the automotive sector. We are wiping the floor in terms of SLA and KPI performances, with customer response times of between 24 and 36 hours, and we are cleaning up when it comes to customer reviews. This performance wouldn’t have been doable without BigChange, " continued Andy Brooke
Working with brands such as Karcher, MAC International and Honda, Jet Wash Shop use BigChange Field Service Management Software to manage all aspects of its mobile operation. Since implementing the 6-in-1 cloud-based BigChange system Jet Wash Shop has seen its team of highly trained engineers increase by 300 percent, exceed a 97 percent hit rate on customer KPIs, and maintain a 5-star rating on Google.
Routine jobs are scheduled in advance allowing for the effective management of the workforce and the incorporation of ad-hoc call-outs and emergency repairs. Customisable worksheets, accessed by engineers using their mobile phones, include prompts for completion including the capture of date/time-stamped photographs and customer signatures. Once completed worksheets are then saved in the back-office system from where they can be shared with the customer if required and used for invoicing. If, for any reason, a job is not completed at first visit BigChange automatically schedules a call-back, updating the central management system and the customer.
Real-time tracking and fleet management tools further improve the management of Jet Wash Shop’s field operations with complete visibility and alerts for automatic notification of poor driving behaviour or entry into low-emission zones, for example. Vehicle locations can also be used to automatically update customers with accurate ETAs if required.
“BigChange lightens the load in terms of the daily to-do list, and it removes the potential for errors from paperwork that has been incorrectly filled out, or even lost, and jobs that haven’t been recorded and therefore haven’t been done or have been done but haven’t been invoiced.
“The system isn’t just good for us as a company it’s also good for our customers as it means we can be more reactive in our service offering and more accurate in our communications, and it is good for the environment as it reduces unnecessary mileage and minimises poor driving behaviour,” added Roy Tams, Sales Manager at JetWash Shop.
