Before switching to BigChange, Mardon used a number of different systems including standalone vehicle tracking, field service software, Excel spreadsheets and Word documents, paper diaries and Google maps.
Linda Thompson, Service Manager at the Mardon Group commented;
“Our previous system did allow us to send jobs electronically to engineers, but we had really exhausted its capabilities and we had to find a lot of work arounds to achieve what we needed to. We had to wait for completed job reports to be sent back and we didn’t have real-time visibility of where an engineer was or what they were doing.
Thompson continued;
“The planning of our service schedule was also a huge headache. We had to manually export relevant customer details, sort by location, check each contract and contact each customer with price and date and then record this in a paper diary. All of which took around 2-man days a month which simply wasn’t sustainable.”
As part of its selection process, Mardon considered a number of options including some of the ‘big’ players such as Sage and Salesforce before deciding that BigChange was the big change it was looking for and offered solutions that it had not even thought about let alone looked for in other systems.
“The overall function of BigChange was very impressive and we felt it offered us as a company more than other systems. We also felt that the values and image of BigChange was very much in line with our own ethos.”
Using BigChange, Mardon has centralised and automated many of its processes and workflows. Integrated tracking gives real-time visibility of engineers working the field and daily guided checks ensure driver and vehicles are ready for the day ahead. When combined with tailored risk assessments for each site or job, these elements have contributed to Mardon’s recent accreditation to ISO 45001 which covers occupational health and safety management.
The ability to create customised jobsheets, which are shared directly to a mobile device together with any supporting site or customer details as well as relevant equipment history, allows engineers to concentrate on the job in hand. With all information available at the touch of a button this means field engineers can work directly with the customer to understand and resolve their issue.
Thompson concluded;
“The ability to create complex worksheets and access relevant information means engineers can delve deeper into fact finding and issue resolution whilst actually on-site. This gives the customer a better face-to-face experience, it also means there is more clarity on completed jobs sheets, which in turn means jobs are signed off and invoiced far quicker.”
Mardon is also using the CRM tools within BigChange to improve its customer relationships. Automated quotations, already populated with all relevant information, is saving around 2 hours admin time a day, and integration with Mardon’s accounting software from Sage, is achieving further efficiency gains.
ABOUT
Mardon Group is an independent business that has over 20 years’ experience and has since grown into one of the major suppliers of waste handling equipment in the UK. Mardon is an ISO 9001, ISO 14001 and ISO 45001 accredited company and its machinery is CE marked and comes with a full warranty, conforming to the highest international standards.
Mardon has a team of fully qualified service engineers, strategically placed across the UK, offering an extensive range of training, repair, parts and servicing, anywhere in the UK and abroad, as well as at its facility in Devon. Mardon is proud to work with high street brands and household names including Wickes, HM Prison Services, Moto Hospitality, Travis Perkins, Poundstretcher, Suez Recycling, Veolia, NHS,GXO Logistics and Volvo.
