BigChange Drives 40% Growth with Paperless Working at Flow Free Drainage

Posted on 9 April 2019 by Martin Port

Flow Free Drainage has deployed the latest mobile worker and cloud technology as part of a paperless system that connects mobile apps to back-office management software. With the JobWatch system from BigChange, Flow Free has achieved 40 percent annual growth with an actual reduction in office administration resources.

With the JobWatch system from BigChange, Flow Free has achieved 40 percent annual growth with an actual reduction in office administration resources.

The 5 in 1 BigChange solution combines customer service (CRM), job scheduling and invoicing software with real-time vehicle tracking and smartphone apps. With a fleet of 18 vehicles and a team of field service engineers covering mainly the South East of England, Flow Free maintain and repair drainage systems.

Flow Free are part of Property Consortium Drainage, a network of drainage specialists undertaking insurance-related work. Operating from new headquarters on the Hertfordshire-Essex border, the company also has national contracts with major retailers and land owners.

Steven Cornelius, Managing Director of Flow Free Drainage, says:

“BigChange provides us with a single system to manage the entire business digitally, from the initial call out to invoicing and management reporting. It really has revolutionised the way we work and had a very significant impact on our efficiency and productivity.”

“We started using JobWatch 18 months ago and last year we grew the business by 40 percent; even though we actually reduced numbers of staff in the office.”

Operating 24/7 year-round, Flow Free work to stringent Service Level Agreements with guaranteed fast response times dealing with burst pipes, blocked drains and leaks causing disruption and damage to premises. Flow Free has expanded into building services in order to undertake remedial and other maintenance work for clients.

Using the BigChange back-office Flow Free log incoming calls on the CRM for optimised scheduling of the most suitable resource by skill, equipment and location. Work is further complicated as different clients have different SLA’s.

Cornelius comments:

“JobWatch handles all this complexity brilliantly as we can easily set up different job sheets with the appropriate service conditions, certifications and other reports.”

JobWatch has also helped speed up quotations and invoicing. As Job Sheets are completed by engineers onsite, the office is immediately notified of any additional service requirements and quotations are raised with 24 hours; less if the material requirements are simple.

Cornelius says:

“Being real-time and paperless, JobWatch has dramatically reduced administrative work. Five or six people used to be tied up managing jobs, generating quotes and invoices manually. Now we can deal with typically 60 jobs a day with just two people involved. That frees up time for customer service and sales work and is central to our plans to grow the business,”

“Things are just better controlled and quicker; one client couldn’t believe we could actually send out an invoice within an hour of the job being completed!”

Flow Free is also using BigChange to improve its environmental and safety credentials. With vans clocking up 40.000 miles year, the BigChange tracking devices are providing valuable data to reduce fuel consumption – and the carbon footprint – through better job planning, route optimisation and better driving.

Cornelius explains:

“One major benefit of BigChange has been the notable improvements in driving,”

“The simple fact that our engineers do so many miles mean that the chances of damage to a vehicle – even if not our fault – is going to be higher. So to reduce risk we monitor driving performance with a reward for the best driver each month. We have seen a 25 per cent improvement in driving and less accidents, leading to lower insurance premiums.”

BigChange Provides a Fire-Proof Digital Solution for Target Maintenance

Posted on 9 April 2019 by Martin Port

Target Maintenance has rolled out a new generation mobile workforce system using tablets linked in real time to a central management software as part of a 5 in 1 cloud-based solution from BigChange.

Target Maintenance is a fast-expanding UK company that specialises – through its Target Fire team – in ensuring buildings are fire safe with retrospective building modifications involving fire compartmentation and the assessment and replacement/repairs of fire doors, alarms, smoke vent systems and emergency lighting. The company has recently expanded its operation into new build fire compartmentalisation works and expects rapid growth in this area.

BigChange has provided Target Maintenance with a completely paperless system that integrates the field operations with their central office IT system, which is all part of JobWatch, the cloud-based solution from BigChange. The system handles everything, from call logging to job scheduling, job management and invoicing, with live vehicle tracking to give Target Maintenance complete visibility of all jobs in progress and once completed.
Target Maintenance switched to BigChange from another service management system and a separate tracking system.

Dean Rochester, Managing Director of Target, says:

“We wanted to modernise our IT and invest in a solution for the future – something that could assist in what is proving rapid growth in the business,”

“BigChange was particularly appealing as it is a true end-to-end solution and we knew that would make things much easier; a single system with the seamless flow of data from start to finish, which will also aid our clients.”

Rochester adds:

“The fact that it is cloud based – and therefore accessible anywhere, anytime – was appealing and we like the fact that it is continually evolving. Every new feature is an improvement, adding functionality that helps us save time and reduce costs,”

“This ensures our clients are continually seeing improvement in our service.”

Target Maintenance provide both fast, reactive maintenance services as well as planned longer term contract services. As well as the FIRAS accredited fire safety work, Target provides facilities and maintenance services to the property sector including commercial, retail and leisure, social housing, insurance and lettings. From its headquarters in Bedfordshire and its field based operatives, Target Maintenance cover a wide geographical area from London and the South East, to the Midlands, East Anglia and west as far as Swindon.

Rochester explains:

“Previously we were getting overwhelmed with paper processes as the business grew. Paperwork was simply delaying invoicing for completed works and impacting on our customers and their budgets. We identified it as an area we needed to focus on and have through BigChange improved and reduced our processes. BigChange was the solution,”

“We feel we are quicker and more organised having eliminated much of the paper with digital records and now all the information our clients need is at our fingertips and readily available.”

The system is helping improve customer service as well by improving communication. Customers now get instant auto-alert emails when job requests are received, and work is scheduled. In addition, the electronic job sheets and progress photographs from site allow customers to be kept fully informed on work progress.

Rochester adds:

“Larger projects can take some months and therefore a digital record of progress, completed and to complete tasks ensure a smoother flowing project. From a quote through to invoicing and providing certification, each process and task has been adjusted to allow for automatic updating and reporting. The digital reporting process also ensures better checks are in place. That means there are less queries from our clients and transparency is improved.”

First established in 2005 the company re-formed in 2014 (under the group brand Target Maintenance) and Target Fire set up as a specialised team in 2017. Since 2014 Target has expanded from 30 staff to the current 80 staff and turnover of £3.5million. Target’s 35 field service engineers operate the JobWatch mobile app – which is coupled with BigChange vehicle tracking – to manage their work and report progress accordingly.

Daniel Rochester, Target Fires Operations Director, adds:

“BigChange allows us to capture the data we need and make it available when we need it. The bespoke reporting is very good and we now get daily reports so management and customer services have up to date visibility of all work in progress.”

CEO’s Blog – Advice that will supercharge your business – and it’s free

Posted on 8 April 201917 June 2022 by Martin Port

I’m the guy that’s all about face-to-face communication. I am always telling my fellow business owners to get out from behind the screen and go talk to their customers and colleagues.

But I know also how hard it is to make time for those kinds of interactions. So imagine how happy I was when I held the first Network event for BigChange customers (find out more about the network here Join the BigChange Network) and found it to be every bit as useful as I’d hoped.

The event brought together 30 of our customers, and was facilitated by Kevin Keegan OBE, the former England football player manager. He is very business-focused, and did a stellar job creating a feel-good factor in the room. Everyone introduced themselves and their businesses and talked about how their sales have grown since adopting BigChange. It was so validating to hear these stories, and to hear what everyone loves – and what they would change – about our offering.

I can’t reveal the insights that our customers shared about their businesses, because the event took place under Chatham House rules, but I can tell you how these conversations have influenced the future strategy and direction for us. It was, honestly, one of the most valuable interactions I’ve had for a long while.

The new BigChange charter

One of the concerns that customers raised was around trust. How can they trust that if they collaborate with other businesses on our system, the contractor won’t steal that client. There is also the fear that the work might be inferior, or unprofessional. This is why we are looking to introduce a code of conduct, the BigChange charter, to hold users accountable. We are about to hire a Network Director, who will draw up this charter and make sure that all our customers understand the rules of play, in order to get the most out of BigChange and the JobWatch system. I am delighted to tell customers that they can now have absolute trust in our system, because any abuses will lead to special measures. This way, every individual and company on JobWatch can focus on collaborating and growing their revenues with confidence.

The mighty sole trader

To date, BigChange has been focused on working with companies and over the coming year, I was planning to target larger corporations too. But our network event has shown me that we also need to make sole traders a priority as well. The gig economy is enormous, and many of our customers use sole traders and freelancers, so we will be reaching out to more independents. For example, there are currently 150,000 gas engineers in the UK; 75,000 of them are one-man bands. We want them on our network. To help bring companies and sole traders together, our BigChange app – which will launch soon – will act like a modern Yellow Pages, helping businesses and users book jobs with registered and vetted engineers.

Boost the buying power

Procurement is a massive issue for any growing company. You want the best deals, and you want them now. We have 1,000 customers – with combined revenues of £59bn, 142,000 employees, and an average business age of 20 – on our system. That is a lot of buying power. We want to help our customers to club together for deals on everything from insurance to vehicle rental and fuel. It’s the next frontier for JobWatch and will be another major benefit of our collaborative system. It will also be another reason for customers to recommend BigChange to their suppliers, clients and contacts.

These three major changes to BigChange’s business plan have all come out of a single network event. I can’t wait for our future meet-ups. Who knows what I’ll learn next!

Martin Port
Founder & CEO

CEO’s Blog – When was the last time you visited your shop floor?

Posted on 1 April 201917 June 2022 by Martin Port

I don’t have to read the FT to know that M&S’ sales are in trouble. You can judge the health of any business from its shop floor.

I don’t have to read the FT to know that M&S’ sales are in trouble. You can judge the health of any business from its shop floor. So when I visited the M&S flagship store in Marble Arch and found myself in the dirtiest, dingiest changing room I have ever seen, I knew that the chain was struggling.

I had gone in to buy a suit and was shocked by the state of the place. I talked to a sales assistant and asked why the changing area was so filthy. She apologised but was clearly not too fussed about the issue. So I found a manager and asked him what was going on. He was appalled and promised the issue would be sorted.

There was a massive disconnect between the management and the shop floor staff at that branch – and the business has suffered for it. Lo and behold, when M&S published its annual results back in November, clothing sales were down.

When was the last time you spent some time on your shop floor? You don’t have to physically own shops – this just means spending time with your frontline employees. I run a clinic, where I spend 20 minutes with people from all over the business. Some days I’m with customer service, another day sales or software development.

There is absolutely no substitute for speaking to these colleagues. They will tell you things that your managers can’t or won’t. It’s the only way to truly judge what’s going on at the coal face and understand what your customers see when they interact with your company.

I have spent a lot of time in many departments sitting with team members and helping to identify bottle necks, improvement opportunities and also ways of streamline activities. You can have the best technology, but you must complement this with humans. Take everyone on the journey with you get everyone being leaders.

The key to generating insights – insights that could ultimately make or break your business – is to formalise the process. Host clinics like mine every Friday – that’s the day when most people like to unwind before the weekend, so they’re more chatty than usual. Be respectful of people’s opinions – hear them out. Most importantly, promise confidentiality. People won’t talk to you if they think you’ll reveal your conversations to their colleagues.

Do this, and believe me, you’ll save yourself hundreds of thousand in consultancy fees. As your business grows, this process will also help you keep your feet on the ground and your mind focused on what’s important. What are you waiting for?

Martin Port
Founder & CEO

BigChange Gives a Lift to Gartec Business Performance

Posted on 28 March 2019 by Martin Port

Gartec, the UK’s leading supplier and installer of passenger platform lifts, has transformed its business with a single IT system that provides end-to-end digital working, eliminating paperwork using mobile devices.

With the 5 in 1 system from BigChange, Gartec field service engineers use smartphones or tablets connected in real-time to cloud-based software that manages the entire business process from initial call to closure and invoicing.

Gartec has been at the forefront of the platform lift industry for 25 years and is a subsidiary of Artico, the Swedish lift manufacturer. Employing 50 people and based in Aylesbury, Gartec supply, install and maintain lifts with a team of 20 service engineers together with sub-contacted installers.

JobWatch – the BigChange system – has completely replaced separate software systems used for service management, audit management and tracking, and added a host of new automation capabilities.

Ben Long, UK Operations Manager at Gartec comments:

“We chose BigChange not only because they offered the best and most cost-effective solution, but because it was clear that they were a company with ambition and vision to really move things on.”

Gartec has initially implemented JobWatch within its service maintenance division but roll-out to the installation services side is planned soon.

Ben explains:

“The beauty of JobWatch is that anyone can access and use it. That means our sub-contract installers can use their smartphones to access the JobWatch app and we can then manage sub-contracted work seamlessly as if it was our own.”

Although much of Gartec’s service work is undertaken as part of Planned Preventative Maintenance (PPM) contracts, the company provides 24/7/365 emergency services with guaranteed response times of typically 4 hours. Customer service staff use BigChange to log incoming calls and then plan, schedule and allocate jobs to engineers, who in turn use their smartphones running the JobWatch App the gives seamless two-way connection with the back office system.

Ben comments:

“BigChange is providing huge efficiency gains with the optimisation of routes and resources and the complete automation of many administrative tasks.”

He continued:

“Since implementing BigChange the engineering team has grown from 9 to 15 and turnover has grown by £1miliion, without having to increase the number of office support staff. I reckon we are probably twice as efficient when it comes to administration and managing operations has become a lot easier.”

Gartec particularly like the bespoke functionality and reporting capability of BigChange, allowing changes to be made easily to suit their needs. Customer service has also benefited with the improvements in information and communication – automated emails confirm orders and call outs and accurate ETAs are provided using data from BigChange GPS trackers fitted to Gartec vans.

Armed with better information, there are immediate benefits on the financial side.

Ben explained:

“BigChange provides a complete audit trail of work with job reports backed tracking logs and photographs. Invoicing is now much more efficient. Previously it could take up to two weeks to get an invoice out; now we can generate invoices within 48 hours.”

BigChange and Gartec have jointly developed a series of automation tools to support the project management of installations. The application takes project engineers through a series of pre-defined procedures for step by step task completion. Backed up with site photographs that can be annotated with a drawing tool, customers are fully informed of what site work is required prior to installation and installers are provided with clear installation guides; all generated using JobWatch.

Gartec is also very enthusiastic about the benefits of BigChange vehicle tracking which not only helps operations and customer service but is being used help cut fuel use and monitor drivers.

Ben summed up:

“We have seen a significant improvement in driving and the driving performance reports are used as part of a monthly £100 performance bonus scheme.”

“Overall BigChange has streamlined the business and the whole process is much smoother. Probably the biggest benefit is the added visibility we now have and the automation provided by the system has helped to remove the human error element; the system gives us continuity and accountability.”

BigChange signs Kevin Keegan OBE to coach its new club for entrepreneurs

Posted on 21 March 201916 June 2022 by Martin Port

BigChange, the mobile workforce technology company, today announced that it has signed former England football captain and manager Kevin Keegan OBE as an ambassador and the first coach of its new club for entrepreneurs.

Keegan, who won 63 international caps for England and captained his country on 31 occasions before moving into football management, will play an active role in the BigChange Entrepreneurs’ Club, a new initiative from the company to help company owners develop their leadership skills and improve business performance.

Launched today, the Club provides a forum for the owners of organisations that work with BigChange to meet and discuss ideas with like-minded entrepreneurs once a quarter. Keegan will support BigChange’s efforts by providing leadership coaching and mentoring to members.

Keegan believes that his experience in top-flight football will inspire a premier level of performance among the Club’s members and help them achieve more business goals.

Kevin Keegan comments:

“Management in football is similar to business. You’ve got to get the best out of your people and you’ve got to keep delivering year after year. The companies that are successful are those where leaders are passionate about making progress, they want to see how far they can take their ideas and they inspire that passion and commitment among their people too. I see that passion at BigChange and I’m excited about working with the team and its customers. There’s a great buzz at BigChange, there’s a nice mix of youth and experience, and not only can I give something to help take the company forward, I can learn things here too.”

Martin Port, founder and CEO of BigChange, comments:

“Kevin Keegan is one of the most iconic world footballers of his generation and an inspiration to me. He has achieved a huge amount both on and off the field and we are delighted to have signed him to BigChange. There is an enormous amount that businesses can learn from his focus, passion and leadership experience. The entrepreneurs and business leaders we work with are progressive and ambitious, and I am looking forward to working with Kevin to help inspire them to reach an even greater level of performance.”

BigChange provides a pioneering mobile workforce management system used by over 1,000 organisations globally that combines CRM, smart job scheduling, vehicle tracking and a series of mobile applications to eliminate paper record keeping and automate many of the manual processes undertaken by mobile workers. Easy to use and install, BigChange provides a unique system and has disrupted a market that was dominated previously by enterprise players who sold almost exclusively to large corporates that could afford complex, lengthy and expensive implementations.

CEO’s Blog – Call me old-fashioned but I love a suit

Posted on 21 March 201917 June 2022 by Martin Port

BigChange is a technology company, so many people assume that my colleagues and I come to work in jeans and a hoodie. We don’t. This isn’t the West Coast of the US and I am not an 18-year-old coder who lives on Huel and Pop Tarts.

In fact, I’m still a stickler for the suit. If any of my colleagues in sales or customer service are meeting clients or attending any kind of external meeting, I expect them to dress formally. A suit or smart outfit is mandatory; ties, for men, are optional.

Just one in 10 men now wear a suit to work, according to research by Travelodge. That’s an enormous shift from the 80s and 90s when every professional I knew wore one. This study said that 70pc of respondents felt more comfortable in their own clothes. I get it: suits are more confining than a t-shirt and chinos. But, in my opinion, it’s worth it for the gravitas that comes with wearing a suit.

I realise this may make me sound old-fashioned but I believe dressing smart is a way to show respect – respect for your customer, your company, and yourself. Things got a bit out of hand here recently when I realised people were wearing t-shirts and jumpers to meet customers. I don’t care if the person you are meeting runs a plumbing firm and turns up in overalls. You are my representative when you go to meetings and you will be suited and booted.

I am in the minority these days. The FT recently reported that even Goldman Sachs has relaxed its dress code, and allows its people to wear smart/casual attire.

It is getting harder and harder to police my dress code rules. Many of my colleagues aren’t based in the office full-time – they are on the road, selling. I’m thinking of asking every remote worker to submit a time-stamped selfie every morning to prove they are dressed to impress. Overkill? Sure I don’t mind if people wear smart casual clothes to work if they aren’t meeting clients… But then what about the times that last-minute meetings are scheduled? Or when you find yourself sitting opposite a prospect on the train and you’re in old jeans? That is just unacceptable.

‘Casual Friday’ is an American import and it looks like informal work attire is the latest trend that we’ve adopted from the US – but this isn’t America. Can you imagine if they relaxed the dress code at Wimbledon and allowed players to wear jogging bottoms in any colour? Those tennis whites denote professionalism and respect.

Am I the only one who still believes the suit belongs in the workplace? Let me know what you think, leave a comment below.

Martin Port
Founder & CEO

CEO’s Blog – Don’t let the data junkies destroy your business

Posted on 15 March 201917 June 2022 by Martin Port

Meetings are a necessary evil. They take up a lot of time, and can be an excuse for people to talk a lot while saying very little. Yet they remain fundamental to keeping on top of your business’ performance. How else can you share important information with the people who are driving the company forwards?

I have spent a lot of time in meetings, and almost as much time trying to work out how to make meetings more effective. Finally, I think I’ve cracked it.

One of the greatest strengths and the most debilitating weaknesses of the modern age is our ability to collect data on anything and everything. This data is then poured into PowerPoint presentations and delivered, slide after slide, at management meetings.

I’ve lost count of the number of three-hour meetings I’ve sat through, as each person shares their KPIs or whatever other metric is the flavour of the month.

Don’t get me wrong. I understand how crucial it is to collect and analyse data. BigChange is built on the understanding that we will harness customers’ data and use those learnings to improve their efficiency and customer service. But there is a fine line between using data to make smart decisions, and letting data drown those decisions.

Time and time again I see data used as a smokescreen in meetings: a way to prove that someone is aware of a problem, while allowing them to avoid actually thinking of a solution. Individuals will come to a meeting with an agenda as long as my arm, listing 20, or 30, opportunities or problems. The following week, they’re back, touting the same list, with only one or two items completed, and another 10 to add to the pile.

It’s time to stop letting the data manage us and start managing the data.

I have come up with the solution.

1.Exceptional reporting

It is important to review the data but I’m not interested in hearing the numbers unless you’re presenting exceptions. To explain: when you review your bank statement, you’re not interested in the regular outgoings that don’t change month to month – rent, your morning coffee, etc. You are interested in the unusual activity. The big bills that were unexpected. Or the sudden boom in earnings. Those are the details you need to study in order to repeat or avoid a trend. As a business, I want to know if I’m not on forecast. I can’t rewrite the past so I need to know what I must do to avoid x, or make y happen, in the future. Department managers need to review the data and make sure the patient’s heart is beating at right rate, reporting only erratic behaviour.

2.Start the timer

Management meetings must last no longer than an hour. Any more than that and people’s eyes start to glaze over. By setting a time limit, we force everyone to be succinct and to prioritise the issues that are most important. If you don’t raise it in time, you are out of luck.

3.Slash the agenda

Everyone is allowed to promote a maximum of two ideas or things causing them pain. Those issues must be dealt with within an agreed period of time. You can’t raise the next issue until you’ve completed the outstanding tasks. Don’t bring five things to discuss at a meeting because it’s impossible to deal with that volume of problems at once. No company can do that. And then you see people returning with the same problem, again and again, like Groundhog Day. Teams only have a certain capacity to change each week or month, so you can’t hurl millions of ideas their way and expect them to instantly adapt anyway.

This new approach to meetings and data could have huge implications for BigChange. If you complete just one task a week, that’s 50 improvements to the company over the course of a year. That’s huge.

The team here is on board with this new approach and everyone is excited to see whether we can deliver some incredible results. Wish us luck – and share any of your data/meetings hacks in the comments below.

Martin Port
Founder & CEO

DFP Services has transformed its business with the latest cloud and mobile technology.

Posted on 14 March 2019 by Martin Port

With the 5 in 1 system from Leeds-based BigChange, DFP has equipped its engineers with rugged tablets as part of a fully digital system connected in real time to the company’s national service centre in Durham. The paperless system has boosted efficiency, reduced administrative work and improved engineer productivity.

With origins in fire protection, DFP installs, services and maintains equipment operating a 24/7 planned and reactive services for gas, heating, plumbing and alarms. The company a major provider to services in the care home sector and with 30 percent annual growth, DFP was recently recognised as one of the top 50 growing businesses in the northeast of England.

The BigChange solution has completely replaced five other systems including systems for service management, vehicle tracking and certification. JobWatch now handles everything from the original services request through to invoicing; jobs are now booked, allocated and managed with the system which allows DFP engineers to operate independently around the clock.

Heather Taylor, Commercial Manager at DFP, says:

“Managing a 24 hour service has always been difficult out of hours but with JobWatch we can always see what is going on and deal with things such as emergencies by simply accessing the system from our mobiles,”

“Also engineers manage everything from their devices so it means they can work fairly independently. Without having to rely on the office so much they can get on with their work; that has boosted productivity and job satisfaction.”

The company employs 45 engineers and 76 staff. The fleet comprises mainly Ford Transit with a few Mitsibishi L200 pick-ups; all fitted with BigChange trackers and tablet cradles for navigation and communication on route. As well as reporting, the tablets are useful for taking photographs of work done and relative state of the site on arrival and on departure.

Jon Paul Seed, Managing Director at DFP Services, says:

“BigChange provides a number of key operational and business benefits. Always knowing what is going on is of course really helpful but so is the management information and traceability that the system offers,”

“We can now review the business properly and Big Data reports allow us to drill-down by customer, by engineer and any other criteria so we can accurately assess performance and profitability. We simply couldn’t do this before.”

Due to the nature of their work certification is vitally important with the BigChange automated certificates have been introduced. Previously certificates were issued with invoices and that could be a week later. Certificates have to be provided for everything from gas safety, fire alarms, emergency lighting and fire extinguisher, with often multiple certificates in each area.

The fact that BigChange is web based is providing other significant benefits as Taylor explains:

“We have just opened an office in Leeds and because BigChange is a cloud solution setting up the office was really easy. IT-wise we were up and running pretty much instantly; connected and fully synchronised to a single system. That was a real revelation and BigChange gives us the flexibility to expand freely and nationally in the future.”

The digitisation is also helping DFP expand the business as within tenders there is often request for an online portal and the provision of electronic documentation/certificates.

Taylor, says:

“The system has been a real help for Bid writing as now we can provide exactly what customers want; we can now tick every box. BigChange means we are no longer restricted as we can offer everything the customer needs. It is especially useful when we need to show we can provide things like customer feedback or an online portal, plus it helps us comply with our ISO 1401 certification for paperless working. All in all BigChange has proved brilliant for competing tenders.”

DFP is also seeing big benefits from the move to the cloud and apart from the obvious benefits of an always-on, accessible-anywhere system, the company found it invaluable for business expansion.

BigChange Boosts Productivity for GasTech HVAC Installation and Maintenance Services

Posted on 5 March 2019 by Martin Port

GasTech, the nationwide supplier of heating and cooling systems and services has deployed the latest mobile technology as part of a new cloud-based management system.

GasTech engineers have been equipped with rugged tablets that are connected in the real time to central management systems; part of a 5 in 1 solution from BigChange.

GasTech supply, install and service heating, ventilation and air conditioning (HVAC) systems for commercial and industrial premises across the UK. Operating 24 hours, 7 days a week services, the BigChange technology has revolutionised GasTech’s business by eliminating paperwork and providing live operational information for improved control, productivity and service.

With headquarters near Newcastle-Upon-Tyne, GasTech was first established in 2005. Prior to implementing BigChange, GasTech used a PDF-based system for completing engineer reports and forms but it did not provide data or any tracking and gathering reports was proving time-consuming and inefficient.

Craig Firth, Director at GasTech says:

“With our growing workload we knew we needed to completely change the way we managed our service operations and in particular we needed to reduce the time engineers spent filling out forms,”

Craig continued:

“We undertook extensive research into the available systems on the market and it was clear that BigChange was very easy to use and would take away the administrative headaches from engineers so they could be more productive.”

JobWatch is used by engineers for everything from risk assessments to method statements, procedures, boiler and appliance manuals, job cards, quotations. It allows engineers to manage their work themselves knowing that the central office system will always be fully synchronised, whether night or day.

The GasTech fleet is equipped with BigChange vehicle tracking which provides useful real-time data for customer services and historic records for management analysis and proof of service. GasTech engineers also have immediate access to useful data such as the customer history with records of previous work on site and they can also see what parts are available throughout the company, including stock held on other vans.

Craig added:

“With BigChange we have a real-time paperless solution and there are significant benefits especially in the reduction of administrative work. We no longer have to chase engineers for their reports, everything is immediately available,”

“For customer service, the system is very helpful. It allows us to provide a smooth, seamless service and little features like automated text messages telling customers that an engineer is about to arrive are really great.”

GasTech also appreciates the benefits of fast and accurate invoicing, reducing disputes and the ability to raise quotations in an instant is proving really useful. This allows the company to get quick agreement for any additional remedial work while the engineer is already on site.

Final thoughts:

“With BigChange we are simply more efficient and professional. Jobs can be scheduled off a phone or tablet in an instant and when extra work is needed on site it used to take up to a week to get together a quote for additional work. By then the engineer may have been long gone. Now we can get a quote issued the same day,”