Prior to implementing the cloud-based, 6-in-1 BigChange solution, Specialised used an industry specific Field Service Management package that was server-based and needed a host of spreadsheets to back it up and provide the functionality required.
Albert Hall, Director at Specialised Fire & Security commented:
“BigChange allows us to use our resources better; meeting day-to-day challenges with the right people, at the right time, and with the right equipment.”
Hall continued:
“Before BigChange, even with our own workarounds and backup systems, it was often challenging. As a management team, we didn’t have visibility of the mobile operation, meaning we couldn’t be responsive to customer queries, and we couldn’t react to changing circumstances. We also didn’t have the business intelligence available to make informed decisions.
“With BigChange all of that has changed! We have complete visibility using the user-friendly dashboards, and we can automatically capture and record every customer interaction. This means we have the time to have proper conversations which means BigChange is enabling our relationship building and ensuring we stand out against the faceless competition.”
Using the BigChange job management system, Specialised has automated its workflows and processes. It has already utilised many aspects of the CRM system with a workflow that keeps the customer informed as an enquiry progresses from quotation to agreed sale, and then through to works scheduled, engineer onsite, job reporting and billing.
Using tablets to access daily schedules and site-specific information via the BigChange app, engineers are now better prepared and better informed. Kit lists can be allocated based on customer interactions, site histories and agreed works, saving time and money, and predefined work packages can be quoted on and allocated without the need for additional back-and-forth discussions.
The BigChange app also allows engineers to record and report on work as it happens, capturing date, time and location stamped photographs and signatures, to record every aspect of the job from arrival on-site to job completion and departure. This is further improving the customer experience with real-time customer reporting and 24/7 visibility for management and support staff.
Moving forward with BigChange, Specialised plans to complete the automation of its remaining workflows and processes utilising features such as integrated mapping and ‘find my nearest’ resource planning as well as sales pipeline tools.
ABOUT
Established in 2013, Specialised Fire & Security specialises in the design and integration of bespoke systems covering supply, installation, commissioning and maintenance of Intruder Alarms, Fire Alarms, CCTV Systems and Access Control Systems. Working with more than 300 commercial, industrial, hospitality, private, public and residential customers, Specialised has a team of multi-disciplined engineers who are fully qualified and trained in all aspects of the fire and security industry.
