Dan Jowett, Managing Director of Kiwi FM, a subsidiary of the Kiwi Group of companies commented:
“Following the challenging period of introducing BigChange during the lockdown, we quickly observed substantial impacts on the business. We were able to achieve more with the same resources, and our customer service performance significantly improved.
He continued:
“However, this initial phase of success transitioned into a more sustained period of growth. That was when we began to realise the full potential of BigChange. While BigChange continues to positively influence our day-to-day operations, it also enables us to capture and analyse data crucial for making informed decisions that ensure our sustainable growth for years to come.”
Utilising the BigChange job management system, Kiwi FM has doubled the size of its mobile workforce with only a minimal increase in its back-office team. Originally operating along the M62 corridor connecting Liverpool and Hull via Manchester, Kiwi FM has also expanded its geographical coverage to service client sites in Newcastle, Birmingham, and Cambridge. Furthermore, BigChange has facilitated Kiwi FM’s transition from a regional provider in Yorkshire and Lancashire to a national provider, in collaboration with Nserv, thereby establishing a strong presence in the southern region. In addition to its staff, Kiwi FM also maintains a robust framework of specialist subcontractors strategically located across different geographical areas.
Andrew Durdey, Head of Operations at Kiwi FM added:
“BigChange provides us with 24/7 visibility of the entire operation. We can plan routine maintenance and inspections up to a year in advance and respond with the appropriate resources when our customers need us. BigChange also equips us with the tools necessary to capture and share on-site information between the office, our engineers, and our clients.
“This not only enhances productivity but also ensures we deliver exceptional service, consistently meeting our SLAs and KPIs, thereby supporting our clients in their compliance reporting and certification requirements.
“BigChange has been crucial in driving consistent data analysis and operational and financial targets, ensuring that Kiwi FM continually improves and meets its strategic objectives.”
A key strength of Kiwi FM is its rapid response capability, offering a 4-hour rapid response service with a 99.9% success rate and an average attendance time of 2 hours and 25 minutes. This exceptional service standard has solidified Kiwi FM’s reputation for reliability and efficiency.
The business intelligence tools within BigChange, including job management, driver and vehicle monitoring, stock control, and financial reporting, are instrumental in helping Kiwi FM make informed decisions for sustainable business growth. Leveraging BigChange, Kiwi FM strategically shifted its focus to the quick service restaurant (QSR) trade, phasing out its involvement in social housing, and successfully expanding its customer base to fill the gap. The system has also facilitated the company's recruitment strategy, enabling the hiring of engineers in new regions rather than relying on subcontractors or relocating existing staff to meet demand.
Jowett concluded:
“BigChange offers us an all-in-one system to analyse data and monitor costs, productivity, and efficiencies, enabling us o deliver value for money to our clients. BigChange has enabled us to scrutinise procedures and processes throughout the business, positioning us for the next stages of growth. It assists us in finding the right solutions to significant challenges, allowing us to make confident decisions based on past performance and future projections.”
Jowett also expressed his gratitude for the unwavering dedication and efforts of all staff and contractors. Their contributions have been instrumental in positioning Kiwi FM for continued success and growth.
ABOUT
Kiwi FM was established in 2014 when Managing Director Dan Jowett merged his plumbing and heating business with an electrical services company. In its inaugural year, Kiwi FM secured a significant social housing contract and subsequently entered into an agreement with a major QSR chain, coinciding with the company’s large-scale growth plans. Now approaching a £1.5 million turnover, and having grown from a single operator to a team of 25, a significant pillar of Kiwi FM's growth has been Director Leanne Jowett, who joined the business in 2018. Bringing a wealth of knowledge and a consistent drive for perfection, Leanne has been instrumental in steering the company towards its ambitious growth targets and operational excellence.
