For over six years, SES Home Services has utilised BigChange job management software, to enhance its operations. Initially adopted in 2018 to improve customer experience, BigChange has allowed SES Home Services to streamline processes, reduce manual tasks, and improve efficiency. The software has enabled the company to reduce support staff requirements and reshape roles to add business value.
Peter Holmwood, Managing Director commented;
"We first started using BigChange in 2018, running the then 5-in-1 solution on Android rugged tablets. Our objective was simple – to improve our customer experience!"
"I say simple, but amongst several initiatives to achieve this, we had previously tried to implement a job management system and failed. It was just too rigid and too costly. BigChange was different; it was, and is, more extensive, more adaptable, more affordable, and easier to use.”
BigChange has significantly transformed SES Home Services' fleet management. By using the software, the company closed its central yard, saving over £150,000, and now manages its fleet of 32 vehicles more efficiently. Engineers conduct daily vehicle checks from home, and routine services are scheduled to minimise downtime, enhancing service provision.
Job scheduling and routing have also improved with BigChange. Engineers now start their shifts from home, with jobs allocated based on skills, location, and availability. This system has increased job efficiency by up to 20% per engineer daily. The company also restructured its boiler servicing program, moving services to summer months, which streamlined operations and improved customer service.
The implementation of BigChange has eliminated paper job sheets, providing 24/7 visibility of the workforce and automating timesheets and reports. This has reduced no-access visits and improved communication with customers, enhancing the overall customer experience.
Financial management has been optimised through the integration of BigChange with Microsoft Navision, reducing manual invoicing tasks, and cutting print and postage costs significantly. The integration has also improved the payment process for customers, making it more straightforward and efficient.
Brittany Mayes, Client Services Manager commented;
“The use of BigChange to communicate with customers and record an engineer’s onsite activity and experience is multi-functional. It allows us to build relationships with consumers on the frontline, it gives us crucial information when reporting to the customer, we can easily answer queries, and we have the evidence we need for invoicing and audits.”
SES Home Services has leveraged BigChange to develop a successful home emergency insurance policy program, reducing sales and renewal times and providing compliance reporting. The company has also implemented a Customer Satisfaction(CSAT) program, achieving a high completion rate and reducing complaint resolution times.
Stock management has been enhanced with BigChange, allowing real-time tracking of stock levels and automatic reordering of used items. This integration has improved response times, customer satisfaction, and cost savings.
Steven Cox, Area Service Manager said;
“Every hour of downtime is an interruption to frontline service provision, impacting our customers. Since using BigChange, we can proactively manage our fleet, keeping vehicles and engineers on the road when customers need us the most.”
Integration with Wolseley - Stock Management
Working with its digital transformation partner, BigChange, and equipment supplier, SES Home Services has introduced state-of-the-art stock monitoring technology. BigChange records stock levels within each vehicle and tracks when equipment or consumables are used. This information allows SES Home Services to allocate engineers to jobs based on the equipment or stock they are carrying. In addition, an API between BigChange and Wolseley’s in-house systems also means that used items, once recorded against a specific job in BigChange, can be automatically ordered. Each engineer is assigned a ‘home’ depot, and collections are scheduled within BigChange as another ‘job’ for the engineer.
Peter added;
“This integration between systems and supplier will enable us to deliver faster response times and enhanced customer satisfaction, as well as cost savings and environmental benefits,”
This automated process of allocating an engineer based on available equipment, real-time recording of stock items used, automated re-ordering, and intelligent scheduling of parts collections is also fuelling intelligence within the business. SES Home Services now has complete visibility of what they order and when they use routine and ad-hoc stock items. This allows for the continuous review of available stock lines and quantities, more accurate allocation of consumables and parts for onward invoicing, and transparent current pricing for quoting and invoicing.
Moving forward, SES Home Services plans to review its van stock levels setting up new % used rates or set restock levels. These values will consider scheduled and quoted works and integrate with actual stock levels at a depot level rather than a central warehouse. It is estimated that the culmination of these working practices could save the business up to 1 hour per job.
Looking Ahead
SES Home Services plans to continue leveraging technology to meet the challenges of decarbonisation and net-zero targets. The company aims to offer efficient, environmentally friendly solutions and enhance customer engagement through technology, continuing to innovate and invest in improving service quality and breadth.
Peter Holmwood concluded;
"As part of any solution, we need to be able to offer advice, communicate efficiently and effectively, and deliver solutions that result in tangible benefits to customers, societies and the environment."
About
Sutton and East Surrey Water Services Ltd have delivered trusted local expert advice for over 30 years. Trading as SES Home Services, it provides professional and reliable in-home trade services across Surrey, south London, and the surrounding region. Your Local Plumbing And Heating Specialists - SES Home Services
Working for a range of clients, extending from private homeowners, landlords, housing associations, and 3rd party home emergency insurance providers, SES Home Services undertakes a range of services across plumbing, heating, drainage and water supply pipes, including home emergency solutions, fixed price repairs, boiler installations and beyond.
SES Home Services employs around 30 field-based engineers, supported by a back-office team covering customer services, operations, finance, and marketing. SES Home Services is part of the Pennon Group, alongside SES Water and SES Business Water.
