BigChange Unplugs Big Savings for Yorkshire’s MW Waste

Posted on 22 July 2019 by Martin Port

Yorkshire drainage services company MW Waste has transformed its business with a mobile system providing 24 hour visibility of its emergency field operations.

Supplied by Leeds-based BigChange, the system provides a complete IT solution that connects rugged tablets running a 5 in 1 mobile app with vehicle tracking and time-stamped photographs from site. MW Waste reports savings of £50k per year and significant customer service improvements since implementing the system, called JobWatch.

MW Waste provide a 24/7 fast response service across the north of England from headquarters just off the A1(M) in North Yorkshire. The company’s wastewater engineers unblock drains, fix broken pumping station equipment and empty septic tanks. With a fleet of specialist vehicles including Jet Vac Tankers, CCTV survey vans and excavators, the company looks after tens of thousands of drainage assets for domestic and commercial clients including Yorkshire Water, Severn Trent, Balfour Beatty and various local councils.

Keith Chadwick, MD of MW Waste says:

“With our multi-skilled workforce and range of specialist vehicles and plant we are equipped to deal with just about any task involving wastewater,”

“We’ve seen a big increase in demand recently as a result of the tightening up of legislation and we realised we needed to find a system that would help us manage that demand and allow us to expand.”

First established in 1995, MW Waste originally managing everything on paper and by calls to mobile phones which was proving inefficient and unreliable. When it was discovered work was being missed or not invoiced due to poor records, the company decided action was needed.

Chadwick says:

“BigChange required us to change the way we work but we never looked back and it has completely revolutionised the business. The real surprise was the savings. We reckon it is going to save us a fortune over time and we’re already saving around £50,000 a year. The elimination of paperwork administration, the improved utilisation of resources, accurate invoicing and fuel savings are the most obvious benefits of the system,”

MW Waste has recently achieved ISO 9001 and 14001 accreditations for environmental and quality and JobWatch is proving vital to meeting an increasing amount of reporting required by their larger commercial clients. MW Waste like the fact that they can tailor their own worksheets as different clients require different forms. Having standardised feedback via the app drop-down lists is also proving very useful by insuring better consistency and quality of data.

Vehicles are equipped with BigChange satellite trackers giving the office real-time view of the fleet with accurate ETA information. The tablets provide navigation to site and the app includes site safety workflows and is used to take time-stamped and geo-referenced photographs linked to each job card.

Ben Bromfield, Operations Manager says:

“Using the tablets to take photographs on site showing before and after work and at every stage if required. This gives an immediate visual record and we can advise on jobs directly from the office and the images are attached to the job cards for the customer to clearly see the work has been done,”

Bromfield adds:

“The system is brilliant for allocating jobs and when vehicles are already out we can quickly view their location and job progress to see if another job can be done on the route back. This means we are not only more reactive but we are able to do more jobs a day. Now we have it, I don’t think we could operate without JobWatch.”

MW Waste maintain their own vehicles and the tablets are used for daily vehicle defect inspections. The JobWatch inspection reports are received by the fleet manager and the workshop is immediately made aware of any maintenance requirements. The work schedular meanwhile can immediately see on-screen any non-availability of vehicles so clashes in job scheduling are avoided.

Job Watch gives MW Waste complete visibility of every job and this is especially useful when taking calls from customers.

Bromfield explains:

“We can view the job details and any history to immediately answer any questions; that’s impressive customer service. We also can instantly check all the facts if issues are raised and we have evidence of a job done at our fingertips,”

Chadwick says:

“BigChange has made my life a lot easier.”

“With easy access anytime, anywhere we really feel we are in control of the business. I no longer have to worry things that used to take hours out of my day; everything is invoiced correctly and invoice queries are now very much a thing of the past. Customers are happier and that is ensuring we get repeat work and good referrals.”

CEO’s Blog – Local government needs to make a big change

Posted on 11 July 201917 June 2022 by Martin Port

The UK public sector employs more than 27m people – nearly 20pc of Britain’s population. This enormous patchwork of institutions, from local councils to central government departments, has a total spend of around £800bn.

When you are dealing with organisations of this size, it is natural that there will be inefficiencies. A single local council needs to cover hundreds of different disciplines, from pruning trees to special needs education, gritting roads to pest control. Each of these individual disciplines is likely to have its own IT system and operational platform. This means that a single council can run more than 70 different systems, none of which talk to one another, each linked to a separate budget.

As an entrepreneur, this model frustrates me. Silos are counterproductive: you can’t pass on best practice, share resource, or collectively problem-solve when you operate in a bubble.

There is another issue: the way that government budgets are allocated completely destroys any incentive for councils to unify operations or work with other departments. When the government slashed local council budgets a few years ago, the austerity measures meant that salary increases were stopped and any budget left over at the end of the year was reclaimed. Local councils now rush to spend their entire budget or risk losing it. Different departments are in competition with each other, which prevents them from working for the greater good. It’s quite perverse and the opposite of a pro-efficiency mindset.

At BigChange, we work with several local councils. Unlike many of their peers, these councils are battling these pressures and are trying to change. They have brought in the digital transformation specialists and business improvement executives and are actively looking to modernise.

Our platform typically takes out up to five legacy systems in one go, replacing them with a seamless, cross-discipline platform that unites the tree surgeons, special needs teachers and gritters alike. It’s incredibly exciting to see the savings that we can generate. And these councils shouldn’t have to lose their budgets; they should be able to funnel the savings into other under-funded projects, such as help for the disabled.

This would be a revolutionary change to the outmoded model but one that is sorely needed. There is huge potential for us, and others like us, to help councils and other government departments but progress is slow. It’s not down to the people – most councils employ brilliant and committed staff. It’s the system that is flawed.

One of the main reasons that there has been a huge push for government to do more business with small firms like ours is so that the public sector can benefit from our innovation and speed of delivery. But the government must do more: it must take the bold step of incentivising the public sector to make the big changes.

Martin Port
Founder & CEO

Europump Transforms Forecourt Services with BigChange Mobile Technology

Posted on 9 July 2019 by Martin Port

Europump, the provider of fuel pump maintenance services, has deployed the latest cloud and mobile technology as part of a real-time system for managing field engineering operations.

Supplied by Leeds-based BigChange, the system combines a 5 in 1 mobile app called JobWatch that connects seamlessly to central software including CRM, scheduling, invoicing and management reporting.

Europump Maintenance Ltd provides fuel retailers with pump and tank gauge maintenance services and is part of the Eurotank Service Group, who provide fuel tank cleaning, maintenance and installation services.

Europump provide a fast response service with a 40-strong network of engineers based out of three operating centres in Stoke-on-Trent, Southampton and Bellhills, Scotland; with a helpdesk centre in Hebden Bridge, West Yorkshire. Although most of the work is reactive Europump also undertakes planned maintenance work and provides other services such as Vapour Recovery Tests (VAR).

As a group Eurotank has long been at the forefront of technology and innovation having developed their own mobile workforce system a decade earlier. This bespoke system comprised rugged laptops with separate signature pads and dongles.

Jack Aplin, Director, Eurotank says:

“Although we led the field with our system it was based on old technology that was expensive and cumbersome to use,”

“We began a lengthy process of trying to find a replacement but we failed to find anything that would meet all of our needs. Then we discovered BigChange and the company had just the solution we wanted; something that could do everything we wanted in a single web-based system.”

The Europump help desk in Hebden Bridge is the hub of the national operations. Incoming service requests are logged into the BigChange scheduler which assigns the job to the most appropriate engineer. Engineers receive jobs on their tablets with the JobWatch app completely replacing all types of paperwork with digital workflows, reports, certificates and customer sign-off signatures.

Aplin says:

“The thing about the BigChange software is it is so easy to configure. We can build a system to do exactly what we want. We can literally create a new worksheet or workflow in an evening; something that previously would have taken our IT supplier 2 months to do,”

The mobile devices also provide navigation and are used to capture photographs to show site set up, equipment and work completed. BigChange trackers fitted to the fleet of vans give the help desk an instant view of the whereabouts of all the engineers and allow accurate ETA’s to be provided to customers. Engineers use JobWatch for their timesheets and expenses with tracking data providing mileages as well as arrival and departure times.

Michelle Brocklehurst, Group Helpdesk Manager, Europump says:

“BigChange was introduced initially to improve job scheduling, which was crucial as the demand for our reactive maintenance services increased,”

“The job scheduling is very easy to use and has made a big difference – we can work much quicker and more efficiently. However the main benefit of JobWatch is the visibility it gives us so we know exactly what is going on 24/7. With job status on screen we can immediately see what’s not been done.”

JobWatch is also used for managing the 2000 individual parts that are kept by central stores and in the vans. Engineers record parts used or request new parts in their job sheets. All data is then synchronised with central stores as part of a comprehensive stock control system that automatically replenishes stocks.

Stuart Tomkinson, Operations Manager, Europump comments:

“JobWatch has made it much easier to properly manage our stock levels and make sure the parts needed are always available. The system also stores historic data on work done previously which is very useful for engineers when they arrive on site,”

Aplin adds:

“Safety and compliance are key issues for Europump as the work is undertaken in a high-risk environment. The primary benefits of BigChange are in the visibility and transparency that the system provides –- compliance is very important and with JobWatch nothing can be fudged,”

Edward Wheeler, Group Managing Director of Eurotank Service Group says:

“It’s clear that fuel retailers are looking for people who can maintain any type of pump and are not tied to any manufacturer; we can maintain any equipment that retailers already have or are planning to purchase,”

“We have ambitious plans to expand the Europump business and the easy accessibility, flexibility and affordability of the BigChange system make it an ideal platform to support growth.”

BigChange Paperless Working Gives Rapid Maintenance Solutions a Competitive Edge

Posted on 4 July 2019 by Martin Port

Rapid Maintenance Solutions (RMS), the Manchester-based provider of property maintenance services, has implemented the latest mobile working technology from BigChange.

The cloud-based system provides end-to-end paperless working with tradesmen and engineers equipped with rugged tablets running JobWatch, the 5 in 1 app from BigChange.

RMS are specialists in residential property maintenance, providing everything from plumbing, heating and electrical services through to repair, renovation and construction supervision. Formed in 2017, the company has seen a four-fold expansion since introducing BigChange.

Meir Halter, Director, RMS says:

“Having worked in the property market ourselves we were very aware that property landlords and agents continually struggled to get professional, reliable services for emergency work and small jobs. We realised there was an opportunity in the market to offer a better service and our mission from the outset was to make trades reliable,”

Previously RMS relied on paper to manage the business with mobile phones for communication. With JobWatch everything is now automated as part of a real-time digital system that has eliminated paperwork both in and out the office. The tablets are used for everything from job sheets and photographs on site, to health and safety procedure workflows and certifications.

Meir says:

“Our market is still served mainly by the independent handyman and plumber who still rely on their phones and paper records to run their businesses. This is the way we started but we were acutely aware of the shortcomings of our paper-based way of working. Just the fact that we had to call and disrupt our tradesmen to find out where they were and how they were getting on was frustrating enough,”

“BigChange is a game changer; from having very limited communication and desks piled high in paper we now have a seamless digital system. We now know where everyone is, how they are doing and when they’ll get to the next job. It’s all live and allows us to provide really professional customer service; way beyond the scope of our competitors. It’s also easy to use so we don’t really need to worry about training; it is largely apps based.”

The majority of RMS work involves plumbing and gas work. However, the team of multi-skilled staff – all with over ten years of experience – enable the company to deal with any property-related work for their clients that include property owners, letting agents and estate agents.

JobWatch handles all job scheduling and links to BigChange satellite trackers allowing customer services to see where tradesmen are and provide ETA’s to customers. With live reports and customer sign-off on job completion, the office can immediately deal with any issues on site and quotes for any additional work can be raised and agreed quickly.

Meir explains:

“With the system we have real time visibility and everything can be done much more quickly and efficiently. Invoices are raised within 24 hours and customers are kept up to date on the status of work – they are all very impressed with the reliability and professionalism of the service we provide and that is ultimately down to BigChange,”

RMS cover the Greater Manchester area and RMS has started picking up business from Manchester property owners and agents spread as far as London and Dubai.

Meir comments:

“One the biggest benefits of JobWatch is that it allows us to expand freely. We reckon we can run an operation with 40 to 50 vans with just 3 office staff. Our business – and certainly our ambitions business growth plan – is only viable because we have JobWatch,”

CEO’s Blog – No, I’m not crazy. I’ve got superpowers

Posted on 3 July 201917 June 2022 by Martin Port

If you spot me out and about, whether walking down the street or on the train, chances are you might think I’m crazy.

I’ll be talking away to myself – or at least, that’s how it will seem. “He’s off his head”, you’ll think.

I have posted about my hearing impairment before https://www.linkedin.com/pulse/lend-me-your-ears-how-i-made-business-despite-losing-my-martin-port/ but what most people don’t know is that my hearing aids have built-in Bluetooth technology. I also have a small microphone pinned to the inside of my shirt. Both are practically invisible, so when I get a call, answer and start chatting away, passers-by are understandably confused.

It’s been a real eye-opener, seeing the different reactions. Some are bad, but I have also been overwhelmed by the kindness of many people, who come over to check if I’m okay or need help.

The experience has reminded me of an important tenet in business (and in life): to never judge people, or make presumptions about them.

It was a lesson I learned early on, when I ran a bakery business. I would go out with a basket and encourage people to sample my freshly-baked bread. Some people would decide to buy, and some wouldn’t. But it was never obvious who would turn out to be a good prospect: you needed to give everyone a taste.

Last year, BigChange was exhibiting at a trade show. All our salespeople are friendly and engaging with everyone, regardless of whether they seem like a potential client or not. One guy came over. He was in casual dress, wearing a plain rucksack. No Rolex. Yet it turned out that he was the manager of a very successful business. He got chatting to my sales director and, recently, that chance meeting has resulted in a £500,000 order.

Appearances can be deceptive. I’m not doolally, I’m an entrepreneur and technophile with cutting edge hearing aids. When people take the time to ask, I always explain the situation. It would be a mistake to judge me, and I make it my policy – and BigChange’s – to treat others the same way. And it’s proved to be good for business too.

Martin Port
Founder & CEO

CEO’s Blog – Fancy making an exhibition of yourself?

Posted on 28 June 201917 June 2022 by Martin Port

When you want to buy a new product or service, whom do you trust? The person trying to sell it to you? Or a customer who recommends it highly?

The answer may seem obvious but it’s not always easy to connect prospective customers with your existing happy clients, especially as a B2B business. I have been looking for ways to generate those links, and I think I’ve found a new one.

Each year BigChange attends as many trade exhibitions as we can. It’s a major expense but a worthwhile way to win new business. We recently took a stand at the Facilities Show at Excel London, and were delighted to see many of our existing customers there, either exhibiting or attending.

And then it hit me: why not invite some of our Network Super Users to join the BigChange stand, and demonstrate how we have helped them grow their businesses? What better way to articulate the benefits of our service?

At our next trade show, I hope to have over 50 of our customers joining BigChange at our Network Pavilion. This will be a win/win. They get to talk about their service and show off their brand, and also explain how our technology is helping them to thrive.

A small booth at a commercial trade show can cost up to £10,000. Small companies will enjoy access for a fraction of that amount if they join us.

This is just another way that BigChange is helping its network, and being helped in return. The virtuous circle continues.

We are so committed to our vision of the BigChange Network that we have recruited two amazing new individuals to run the network team. Paul Witter joins us as new Network Managing Director, while Lee Wilkinson joins as our Business Intelligence Director.

The next chapter of our network story is here, and I’m so excited to see what the future brings.

If you would like to join our stand? Get in touch! email martin.port@bigchange.com

Martin Port
Founder & CEO

BigChange Gives a 25 Percent Efficiency Boost to Gas Smart Heating

Posted on 27 June 2019 by Martin Port

Gas Smart Heating has rolled out a high tech mobile workforce system as part of a paperless management system. A specialist in domestic heating and plumbing, Gas Smart Heating Ltd has equipped its field engineers with tablets running jobWatch, a 5 in 1 app supplied by BigChange.

Incorporating vehicle tracking with real time job reporting via the tablets, the system provides Gas Smart Heating with a complete end to end business solution.

With a team of highly trained engineers and headquarters based in Brighton, Gas Smart Heating provides reactive gas and plumbing maintenance including boiler and appliance installation. Formed just 5 years ago the company wanted to introduce the latest technology to underpin further expansion. The BigChange system has replaced existing software and paper-based systems, eliminating paperwork throughout the business.

Steven Cahalane, Director, Gas Smart Heating says:

“At the start we were only partly automated and crucial details on customers and appointments were simply scribbled on pieces of paper and calendars. As we began to grow and recruit more engineers, we realised we needed a much more professional system. We wanted to be able to match larger service providers such as British Gas and that’s when we started looking for a new system,”

Previously Gas Smart Heating had a system that provided digital job sheets but according to Cahalane it was very much a packaged solution with fixed job worksheets designed for a sole trader.

“Our old system was fine at the start but as we began to recruit more engineers it was clearly not up to the job. What we really wanted was a single system that would do everything. It was clear from the outset that BigChange offered something that fitted the bill exactly.”

In the office, Gas Smart Heating use JobWatch to log incoming calls, schedule work with jobs sent electronically to the assigned engineers’ tablet. With real-time data from the job, the office is always kept in the picture and can quickly resolve any issues – with invoices generally raised on the day of job completion

Cahalane says:

“The thing about BigChange is that it can match the functionality of systems costing hundreds of thousands of pounds used by national utility firms. This allows new independent players like Gas Smart Heating to enter the market and match the levels of service provided by the traditional suppliers,”

Gas Smart Heating Ltd realised that in order to compete effectively with the large national suppliers and to set them apart from their local competitors, customer service was going to be key. JobWatch is being used to provide the best customer interaction possible including immediate email booking confirmations including name and photograph of the assigned engineer.

Operationally, JobWatch has been implemented to provide information on appliances and job history information so engineers have visibility of previous faults and work done. The system also manages stocks and parts purchasing so engineers no longer face delays on jobs waiting on parts. With real time communication with the office, any additional work needed on site can also be quoted and agreed for completion while still onsite.

Cahalane explains:

“The job history and stock management applications with JobWatch have made a big difference. It means first time job completion rates are much better. In turn our engineers are happier as there are fewer frustrating delays waiting for parts and customers are happier as the work gets done first time without the need to arrange another visit,”

Health and safety is a big issue in the service industry and Gas Smart Heating are finding that JobWatch is helping with safety and compliance. Engineers can immediately record any safety issues onsite with supporting time and location stamped photographs. The system also provides onsite risk assessment workflows and electronic certificates.

As part of JobWatch vans are fitted with satellite tracking. Previously engineers were being called to check on their whereabouts but the system has eliminated that by providing email or text ETA alerts to keep the customer informed on the day. Customers are also able to track engineers progress via a link they receive by Gas Smart heating, allowing them to get on with their day without fear of missing the engineer.

Cahalane explains:

“With BigChange we are simply a lot more organised.”

“With satellite tracking data we can ensure engineers are paid accurately for their working day and overtime. Customer service has really benefitted as well – proof of service is very important especially when dealing with the high expectations of consumers. The tracking and live reporting also helps eliminate and resolve disputes, with quick and accurate invoicing that ensures we get paid quickly.”

Cahalane adds:

“In implementing the BigChange system we wanted to get in early with the latest technology and as state-of-the-art professional software it gives us a crucial competitive edge in the market. With JobWatch we are probably 25 percent more efficient; without it we need more office staff and I would be overwhelmed with administration tasks and paperwork. In fact, we simply wouldn’t be able to compete,”

“However, we see the biggest benefits being realised in the future. Because of the flexibility of the system we can configure it to take on contract work that we could not really do before such as insurance-related work. In addition we can expand freely and the system is easily expandable, accessible and relatively affordable.”

CEO’s Blog – It’s happening. We are moving to 4.5-day working week. Welcome Flexi-Friday!

Posted on 20 June 201917 June 2022 by Martin Port

A four-day working week. That is my dream for BigChange. I recently posted my commitment to this goal on this blog https://www.linkedin.com/pulse/bigchange-four-day-working-week-2021-martin-port/ – I pledged to get there by 2021.

Thank you to all the people who posted comments and offered advice. There has been a fair amount of scepticism too. This is why I have decided to put my plan into action a little earlier than planned.

From July, we are moving to a 4.5-day working week at BigChange for all employees. It’s a small step in the right direction but one that should pave the way for my vision of a 4-day week.

This decision has not been made lightly. I have been working closely with my talented HR Lead to figure out exactly how this will work, and to avoid any potential issues or confusion.

My colleagues at BigChange will now have the option to work for just half the day on Fridays. They can choose when they take the half-day. Some may decide to take the kids to school in the morning and come in a bit later, with some of the weekend chores already complete. Others may want to leave early and have time in the park with their little ones, or just have some more downtime over the weekend. It’s entirely up to them. However, this is not holiday – if you don’t use it, you lose it. We already give our people 33 days off a year, plus another day off on their BigChange anniversary (and bank holidays too).

For the majority of the people here, Friday is the only day on which the half-day is applicable. The only exception is certain customer-facing departments, such as Road Crew. They will have the option to take a half-day at other times of the week. We already operate a rota system for these teams anyway so it won’t be too hard to factor in some extra time off.

I foresee a major uptick in productivity as a result of this move. Studies have shown again and again that Friday is a ‘tail off’ day for most people. The day they are only operating at half capacity. Interestingly, Tuesday has been shown to be our most productive working day.

At BigChange, people will no longer feel tired and worn out by Friday. They will be able to take better care of themselves, spend more time with family and friends, exercise, and plan most adventurous getaways on the weekend. When they are at work, they will be sharp and even more full of enthusiasm.

BigChange is a technology business. This means that we rely on our brains not our brawn. I don’t need presenteeism to invade our culture. I trust our people to put in the work, do what needs doing, and be responsible for themselves.

I can say this with confidence because every single person at BigChange has been hired because they fit our five pillars. These five qualities underpin our entire organisation: Big on determination; Big on innovation; Being dynamic and Big on service, be the Big difference;

Of course, it helps that we are expanding globally too. As soon we will have our own companies in Asia Pacific and the US operation’s up and running, we’ll be able to divert calls and flip business enquiries to both teams, when required.

So thank you to all the people who have got in touch to ask about my 4-day pledge. You have helped to focus my mind and efforts on this move. I’ll let you all know how it goes, come July.

Martin Port
Founder & CEO

BigChange Mobile and Cloud Innovation Transforms Community Clean

Posted on 18 June 2019 by Martin Port

Community Clean has transformed its business by equipping field operatives with tablets connected in real-time to the office to replace paperwork.

As a provider of regeneration, protection and maintenance services, Community Clean is using the mobile workforce system from BigChange to manage operations nationwide. The system, called JobWatch, also automates all back-office functions as part of a complete 5 in 1 solution delivered via the cloud.

Established over 20 years ago and still family-run, Community Clean started as a graffiti removal service for local authorities. From headquarters in Dorset, the company has expanded continually and now services a diversity of sectors such as construction, rail, highways, facilities and housing. Clients include Network Rail, Skanska, Balfour Beatty and BAM and working with Costain, Community Clean helped restore over 40,000sqm of Victorian brickwork during the refurbishment of London Bridge station.

Andy Izzard, Director of Community Clean says:

“Our main focus is to do our best to help regenerate and maintain the environment in which we live in. We see evolution and innovation as things that make us stand out and the IT solution provided by BigChange really has put us ahead of the pack,”

Community Clean’s work is very diverse which adds complexity to managing the business. BigChange has allowed the previous workflow and paperwork systems to be incorporated into a single, integrated system. Using their tablets, field operatives can now instantly see all the relevant project paperwork, health and safety documentation, maps and photos. Previously hand-completed worksheets are now on the tablets and with mandatory health and safety reports, management can ensure that all the right paperwork is complete, first time.

Jody Hayter, Operational Administrator at Community Clean says:

“Gone are the days of mountains of paperwork and all project information is now transferred live, direct from HQ straight to our Operation Teams onsite. The tablets allow instant communication not only internally, but directly to our clients too and project progress can be tracked in real time with latest photos and site updates.”

Prior to the introduction of the BigChange system, Community Clean were using a cumbersome system made up of three separate components as well as spreadsheets according to Clare Branch, HSEQ Manager.

Clare Branch, HSEQ Manager explains:

“What we had was all very clunky and it didn’t accommodate mobile workers. Getting paperwork back and forth to operational teams was onerous and very time consuming with inevitable delays to invoicing.”

Clare continued:

“BigChange makes managing our projects far easier and also cuts down the chasing of paperwork. We are now dealing with more projects, with less staff, in a far more efficient manner and with the data being available instantly, invoicing is done on the same day, improving cash flow.”

“Our sales and marketing team also love the fact that photos and project details are instantly available, making social media posts far more dynamic.”

The system has helped improve health and safety compliance and meet required ISO standards and, according to Branch, Community Clean particularly like having the flexibility to create their own templates and worksheets.

Clare concluded:

“With the diversity and ever changing nature of our work the flexibility of the system means we have ownership of our own internal procedures.”

Sam Lester, Business Executive, Community Clean comments:

“The whole business is now sleeker, quicker and more efficient than ever… but this is only the beginning. With still a lot more functionality yet to come, we can safely say this is one IT investment that is already paying off!”

BigChange has improved scheduling and with vehicle tracking allows Community Clean to monitor all aspects of the fleet including driver performance, fuel and CO2. JobWatch is also used for vehicle checks and to record all vehicle compliance related data for managing FORS.

CEO’s Blog – Don’t spend too much time under the bonnet; remember to drive the car

Posted on 13 June 201917 June 2022 by Martin Port

Web developers are critical to the success of BigChange. They create the products that our customers rely on to build their businesses. They are solving problems every day, and working on new ideas and innovations that will ensure the long-term survival of this company.

Isn’t it strange, then, that the people who are building our technology have next-to-no interaction with the customers who will use it?

Back in 2016, my chief technology officer and I were flown over to Las Vegas by Google. The search giant must have spent a large sum on business class flights and hotels. They took us over there to meet the developers behind Google Maps. It was an incredible experience. We explained which APIs (application programming interfaces) we found useful, and what improvements we wanted to see. They couldn’t believe the things we were doing with their technology, or the sheer volume of APIs we were using.

They published a blog about us, which was great for the company https://cloud.googleblog.com/2016/04/BigChange-Apps-improves-mobile-workforce-productivity-using-Google-Maps-APIs.html

Google is investing in closing the gap between customer and developer and I want to do the same. This is why I am introducing a new initiative at BigChange – our very own ‘meet the developer’ event. Every six months, I will create an opportunity for our super users to come and meet the people who are building our platform.

For the developers, it will give invaluable insight into what they should prioritise, and should spark some great ideas on how to improve our product even further.

For the customers, it is an opportunity for them to see, firsthand, the caliber of our development team. It will also help us to drive home the fact the entire company is working for their benefit.

Customers can be demanding, as they should be. It can be frustrating to make a request and receive an IT ticket – you can feel as though your emails are just going into a black hole. Especially if you don’t see results straight away. I’m hoping that these developer days will humanise the process – our clients will see that there are real people at the other end of the ticketing system.

By connecting every person in our business directly to the customer, my people will be able to see the big picture. I don’t want any of the BigChange teams to be so focused on an app or issue that they lose sight of the users who need it – like a mechanic who spends so much time looking under the bonnet that they forget to drive the car. It’s another step in my plan to keep me and my colleagues here at BigChange completely engaged and focused on the customer. Wish us luck.

Martin Port
Founder & CEO