CCTV Monitoring Focuses on Growth with BigChange Mobile Workforce Tech

Posted on 25 September 2019 by Martin Port

CCTV Monitoring, one of the fastest-growing construction site CCTV installation and monitoring businesses in the UK, has rolled out a mobile workforce system as part of a cloud-based business system from Leeds-based BigChange.

Equipped with rugged tablets running a 5 in 1 app called JobWatch, CCTV Monitoring engineers are tracked and connected in real-time to the central system giving management 24/7 visibility of their field operations.

CCTV Monitoring has a team of CCTV and security specialists with engineers that can be deployed quickly nationwide to provide a complete CCTV service from site assessment to installation, monitoring and servicing. Based in Emley, West Yorkshire, the company also operates a 24 hour state of the art monitoring station for key building sites across the UK. CCTV Monitoring services some of the biggest names in industry including Kier, Balfour Beatty, Morgan-Sindall, Galliford Try, Willmott Dixon and Skanska.

BigChange has provided a complete end-to-end solution to CCTV Monitoring which handles the entire business process. From logging incoming service requests on CRM software, to work scheduling and job allocation, through to routing and tracking to live job reporting, invoicing and management reporting.

Stuart Capstick, Managing Director of CCTV Monitoring, says:

“Initially we simply used BigChange as a CRM but we knew straight away that it provided a tremendous opportunity to improve the way we worked. The potential became very clear when we installed some large screens in the office and we could all immediately see our entire operations in real time and see the exact status of each job,”

he adds:

“BigChange really has revolutionised our business and it helps that it is very intuitive, very easy to use; it’s just ‘out there’,”

Founded 2005, CCTV Monitoring was formed to resolve the problems caused by opportunistic and professional theft from construction sites by using cost effective, technologically based CCTV alternatives to manned guards. The company secures sites in the most effective and technologically beneficial way; including an environment-friendly solar-powered system for remotely monitoring sites without the need for mains power.

With BigChange CCTV Monitoring has improved the way resources are allocated as the system gives an instant overview of each engineers’ location, status and capability. Linked to GPS trackers on their vans, engineers use their tablets for navigation, job sheets, timesheets, parts ordering and vehicle safety inspections. The devices can also be used for capturing time and location stamped photographs; providing indisputable evidence from site should future customer queries arise.

Capstick says:

“With BigChange we can get the right people to the right job quickly and efficiently; we’ve seen a very significant increase in productivity since implementing BigChange;”

he adds:

“Our profitability per job is now typically 30 percent greater than before. That profit is being ploughed back into the business to invest in new equipment and support our expansion plans nationally and into new markets,”

Like other adopters of BigChange CCTV Monitoring sees the system as a platform for growth. After consolidation last year, the company is expected to grow by 40 percent in 2019 with expansion not only in the construction sector but also into new markets and new areas of service such as access control and fire prevention.

Capstick explains:

“The thing about BigChange is that we are no longer constrained as a business. We can expand freely without needing to worry about our IT capability – it is all on the cloud and mobile. As they say old ways won’t open new doors and we have a new way – BigChange gives us fingertip control of the business and with the flexibility of the system we can easily tailor it to bring on new services.”

With the introduction of BigChange, customer services have had a big boost through improved communication with clients. With better and more up to date information clients are kept in the picture with emails with expected time off arrival on site and job completion reports, backed with photographs.

Capstick says:

“For many clients we already provide live CCTV feeds through our monitoring service but they were pretty much in the dark when it came to our installation and service work. With BigChange that has changed and now we can keep them in the picture,”

“It’s good for business in other ways as well as previously we were going out to do chargeable reactive maintenance work but our records were not updated; on this alone BigChange has increased our annual billings by around £30k a year in fees previously not charged.”

Quest goes for growth after investing in BigChange

Posted on 6 September 2019 by Martin Port

Quest Waste Management, a domestic and commercial cleaning company specialising in serving the drainage industry, has embarked on an ambitious expansion drive following the implementation of BigChange’s mobile workforce management system JobWatch.

Quest, which was founded in November 2014 and operates across the UK from its base in Ossett, West Yorkshire, plans to double in size over the next three years, expanding its existing team of 26 people to more than 50. It has committed to spending almost £800k over the next six months on specialist wet waste removal and recycling vehicles to gain extra capacity to meet growing demand for its services.

Quest’s expansion plans rely on its use of JobWatch, BigChange’s pioneering mobile workforce management system, which it adopted in 2018. JobWatch 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.

The use of JobWatch means that Quest can now see the status of its entire fleet in real time and book new jobs within seconds. It expects to double the number of jobs its team can complete without requiring further back office employees to manage its growing waste management operation. Quest estimates that its use of BigChange has already eliminated the need to print, scan and store more than 150,000 pieces of paper a year across its operation.

Ivan Smyth, Managing Director at Quest Waste Management, comments:

“Quest is expanding with confidence thanks to BigChange. The insight and agility we gain through using JobWatch means we are winning more business; we are expanding as a result and we are able to offer a level of customer service that is unrivalled in our industry. When a customer calls, we can tell them within seconds whether we will be able to do the job and when we can arrive.”

“JobWatch has transformed our business. Before BigChange we managed our operations using a daily spreadsheet and a mountain of paper. Each job would require at least 20 pieces of paper – including risk assessments, method statements and maps – as well as the timesheets and vehicle records that mobile workers compile each day. We’ve eliminated this paperwork, we can now run our mobile workforce operation 24/7 from anywhere with an internet connection, and we’ve gained a lot more insight into our operations.”

Additional insight into mobile workforce operations

The use of BigChange has provided Quest with new sources of data that it is able to interrogate for rapid insight into its operations. It is helping the company to demonstrate compliance with the terms of its HGV vehicle operator licence and gain certification for ISO 9001 Quality Management System, ISO 14001 standard for Environmental Management and ISO 45001 Health and Safety Management.

Martin Port, founder and CEO of BigChange, comments:

“Quest is a great example of what happens when ambitious companies start using BigChange, gaining complete visibility of its operations and a scalable, state of the art means of managing its mobile workforce. Quest has made huge strides forward in terms of efficiency and customer service with JobWatch, and gained the insight and agility it needs to expand the business with confidence.”

BigChange Puts AGS Pest Control On the Right Track For Business Expansion

Posted on 14 August 2019 by Martin Port

AGS, provider of facilities management services to Transport for London (TfL), has completed the implementation of a mobile workforce system from BigChange.

The system, which sees field technicians equipped with tablets connected in real time to a control centre, has been rolled out initially across the company’s fast-expanding Pest Control division.

AGS provide a range of services for the upkeep of public transport facilities across London, including the Underground, rail lines, tunnels, rail and bus stations. As a contractor to TfL, AGS provide everything from cleaning, maintenance, painting and specialist coatings. The Group’s pest control division was formed two years ago as part of a strategic move to expand the AGS business nationally.

David McMillan, General Manager, AGS Pest Control says:

“The UK pest control market has undergone some major changes in recent years and we have identified a need for small, specialist and highly mobile teams to deliver fast-response services,”

“BigChange provides a highly agile and accessible platform that will underpin this expansion and allow us to easily collaborate with like-minded companies nationally.”

AGS Pest Control are using JobWatch, the 5 in 1 mobile app from BigChange linked in real time to BigChange back office CRM and work scheduling. JobWatch replaces a series of separate systems to provide a fully integrated IT solution for paperless working throughout the company.

McMillan says:

“We have previously equipped our technicians with tablets but they were simply used to take pictures and send emails. It was not a connected system so it required a lot of laborious data entry and frankly wasted time for both our field technicians and office administrators,”

“We wanted a system that would do everything and BigChange offered the best solution.”

With their TfL contract AGS face challenging working conditions. often underground or trackside and are bound by stringent safety and security procedures. The array of paperwork has been eliminated with the introduction of JobWatch that provides on-screen workflows and fully digital working.

In London, AGS technicians are not patch based but get allocated jobs across London. The system helps to ensure the right technicians are assigned to the right jobs based on their skills and certifications. With parking difficult in London travel by van is minimised and BigChange scheduling software assigns the best daily working schedule for each technician based on jobs location.
The TfL work is fault based and service requests are via the TfL system that will soon be integrated with the BigChange system to provide a seamless digital workflow from start to completion. With a pool of over 60 mobile operatives the pest control specialists are sometimes supported by crews to undertake supporting work such as clearing vegetation and removing litter.

McMillan says:

“BigChange provides us with an overview of everything that is happening in real time. With colour coded status reports I can instantly see how we are doing and deal quickly with any outstanding issues. It’s a brilliant management tool,”

“The other thing we really like is that it is a fully integrated system that does everything we need; it joins up all the dots.”

AGS operate 24/7 with night and day shifts. Work is usually scheduled the day before deployment with technicians receiving jobs on their tablets. The devices are then used for all tasks onsite such as risk assessments, certifications, job sheets and customer sign off on glass. On completion the job details a sent directly to the client with the AGS Control Centre dealing with any issues and additional service needs, with quoting and invoicing as required.

AGS has ambitious plans for expansion nationally and BigChange provides a platform that will underpin this growth.

McMillan comments:

“Being a cloud solution we can expand without any IT infrastructure restraints and we really like the flexibility of the system. In our business there are numerous types of reports and different clients have different requirements; it can get very complicated. With JobWatch we can simply configure report templates to meet any requirement. This is important as we plan expansion nationwide,”

AGS also see a future in collaboration.

McMillan explains:

“With the pest control market opening up in recent years we believe there is void to be filled by specialists around the country. With JobWatch we can easily share work by giving contractors access to the JobWatch app or by collaborating with other companies who are part of the fast-growing BigChange network,”

“Smaller operators can compete not only by sharing resources and intelligence but by using JobWatch there is a professional system in place that provides all the functionality and credentials needed to deliver big company services but with more reactive and better value services.”

BigChange Delivers 40% Productivity Gain for HSS Groundcare

Posted on 14 August 2019 by Martin Port

HSS Groundcare, the only national groundcare hire and maintenance service in the UK, has rolled out new mobile technology that has boosted field engineer productivity by 40 percent.

Providing visibility of operations nationwide, the new system supplied by Leeds based BigChange connects back office cloud software with mobile devices and vehicle trackers as part of a paperless, real-time system.

HSS Groundcare is part of the HSS Hire Group, the £350 million turnover business employing almost 2,500 people across 250 UK locations. The specialist groundcare and landscaping service operates from 12 locations nationwide and looks after 21,000 individual assets. Although HSS Groundcare supply and hire equipment, such as lawnmowers, chippers and strimmers, the primary activity is the servicing and maintenance of equipment and the company provides a same day call out service.

HSS field engineers are equipped with rugged tablets running JobWatch, the 5 in 1 app that replaces all paperwork. As well as digital job cards, the devices allow access to a library of useful documents such as procedures and equipment manuals with technical diagrams. On the move the tablets sit in dashboard cradles and provide navigation and BigChange GPS trackers keep customer services up to date on the whereabouts of each engineer.

Previously HSS Groundcare relied on spreadsheets and mobile phone communications to manage the field operations but, as the division was expanded, this system quickly became overloaded and too cumbersome to use with the increasing volume of work.

Colin Newton, HSS Groundcare Director says:

“Utilisation is the key for us and since implementing the BigChange system this is where we have seen enormous benefits. We need to keep our engineers as busy as possible and with this system we have increased utilisation from around 50 percent to 90 percent,”

“Gone are all those idle hours sitting around the depot and our engineers are much happier busy doing their job.”

With clients including local authorities, sports grounds and golf courses, HSS Groundcare provides services that include repairs, servicing, fault monitoring and operator training. A landscaping service meanwhile includes groundworks and the application of compost, mulches and fertilisers. With contracts with many different organisations, each with distinct service packages, managing and accounting had previously been very complicated.

With BigChange, job sheets and reports can be easily tailored and managing business has become a lot easier. The system is also proving invaluable for meeting KPI obligations. With contract performance typically assessed on criteria such as response times, time taken to fix equipment and the first time fix rates, JobWatch provides instant and accurate data on all jobs. Through the tablets, engineers can also access historical information looking at, for example, what repairs were undertaken previously.

Newton says:

“Previously we couldn’t keep track of the work and reporting to customers was particularly difficult. JobWatch gives us all the information we need and that is vital for customer service. Not only can we keep customers informed – on for example the engineer’s ETA or when their equipment has been fixed, but we can also monitor the performance of equipment. We can also spot recurring faults which might be caused by operators themselves. That added dimension to our service sets us apart in the eyes of our customers.”

JobWatch is integrated with the company’s bespoke hire system call SPANNER allowing data to be freely interchanged for accounts and stock control. For example, engineers record parts used or needed on their job cards and this automatically updates the central stock control system and actions parts requests. Engineers can also record labour and parts for recharging and customers get an automated report on completion of the job.

Newton adds:

“BigChange has given us a massive improvement in efficiency and as well as the improvement in resource utilisation – more or less doubling the number of jobs we do a day. We are also saving fuel through optimised routing and scheduling. The added visibility is also allowing us to better plan ahead so we can schedule everything, including annual planned maintenance work, to optimise the use of our resources.”

Newton explains:

“JobWatch was resisted at first by some engineers but now our engineers love it. In fact, they refuse to take any jobs that are not in the system. From a management perspective JobWatch gives us consistency across the business as we all use the same worksheet format; so whether different engineers are in different regions, we all rely on the same standard data reporting.”

Using the BigChange powered tablets, engineers capture photographs on site to provide evidence of work done and the customer signs off work with an on-screen signature.

Newton adds:

“If a job fails we can see exactly why and with time stamped photographs and tracking logs we have indisputable evidence and that means there is really no cause for a debate and we can invoice immediately.”

BigChange has also helped improve customer services according to Leah Hague, Outsource Asset Manager, HSS Groundcare.

“For customer services the key benefit is visibility. With the tracking we can immediately see who is where and see if a job has started and how long it is taking. With live reporting from the engineers we can immediately see the status of every job and everything is attached to a job card – documents, photographs and the customer signature sign off – so everything is in one place and immediately accessible.”

BigChange Gives Hatton Traffic Complete Control Over Mobile Workforce

Posted on 25 July 2019 by Martin Port

Hatton Traffic Management is rolling out the latest mobile technology as part of a resource management system connecting field operatives to fleet controllers in real time.

Supplied by Leeds IT company BigChange, the system is already providing significant improvements in efficiency and service with a switch to digital working and the elimination of paperwork.

Based in the North East, Hatton Traffic Management operates nationwide from 10 locations and provides complete range of traffic management systems for anything from motorway closures to city wide event traffic management, rail crossings and portable traffic light control. Working with local authorities, event organisers, highways agencies and many of the UK’s largest infrastructure companies, with clients from Balfour Beatty to the BBC.

With the rapid expansion of the business in recent years, Hatton Traffic Management has expanded its portfolio of services to include permanent sign supply and installation, mobile elevated work platform services, and equipment hire and sales. Hatton is also one of only a limited number of companies in the UK offering both temporary and permanent Vehicle Restraint Systems (VRS).

Simon Watton, Software Developer, Hatton Traffic Management says:

“As the company expanded we outgrew our previous IT system and began an exhaustive search for something that would handle our diverse needs. We found systems were very good at one thing but were unable to handle other aspects of our work; we really wanted a single system to manage everything. It soon became clear that BigChange was the only supplier that offered the flexibility we needed,”

Once quoted work is accepted, schedulers at each location automatically receive job details for their region.

Watton says:

“That’s a really useful feature.”

“Each depot simply has visibility of their jobs but centrally we see the whole picture.”

Hatton currently has 107 field operatives and once jobs are scheduled and allocated, the appropriate operative receives the job on their rugged tablets. The tablets run the BigChange 5 in 1 app called JobWatch which replaces traditional worksheets and an array of cumbersome paperwork that operatives used to have to carry and complete.

Hatton operates a fleet that include hybrid cars, euro 6 drop side vans and impact protection vehicles. All vehicles are equipped with dashboard cradles for the tablets that provide routing and navigation. On site tablets are unclipped and used for risk assessment ensuring operatives complete a safety and procedural check list before proceeding. The tablets are used for photographing the site on arrival and throughout the job through to the final off-hire equipment collection.

Darren Ryan, Regional Manager, Hatton Traffic Management says:

“Previously it took ages to get back all the paperwork but now it’s all digital everything is much faster and our operatives don’t need to come into the depot before starting a job.”

Watton adds:

“There are so many variables in traffic management and any number of different parties are involved introducing factors beyond our control. BigChange gives us – and our clients – a level of visibility that really has transformed our service and made things a lot easier to manage.”

The BigChange solution is entirely cloud-based providing easy access anywhere, anytime and this has made roll out nationally straightforward. The fleet is also equipped with BigChange satellite trackers so Hatton always know where everyone is so customers can be kept informed. Historical tracking data – linked to the worksheets and photographs is also proving useful for handling customer queries and as a check for invoicing and timesheets. JobWatch is also used for vehicle checks and to assess driver performance with the flagging up of excessive idling, speed and harsh braking.

Watton says:

“Our work is very diverse and different clients have different guidelines and procedures. This is where the BigChange solution is particularly good as we can tailor workflows, worksheets and anything else depending on the type of job and customer requirements. We also like the fact that the system is being continually evolved.”

JobWatch also provides access to a document library giving operatives instant access to all documentation relating to a job; vehicle cabs are no longer cluttered with reams of paperwork.

In terms of benefits the system is still being rolled out nationally but for those now implemented Hatton reports significant benefits in efficiency, service and cost savings.

Watton says:

“It’s too early to quantify savings but BigChange is clearly providing big improvements in efficiency. Just the fact that operatives can go straight to site is saving on miles and fuel and allowing more jobs to be done on any given day. Ridding everyone of paperwork has similarly boosted productivity – both in the office and in the field.”

Tom Bailey, Managing Director of Hatton Traffic Management comments:

“As a family-owned and family-run business, we pride ourselves in being able to adapt quickly and provide innovative solutions to client’s operational needs. With the BigChange system now being rolled out nationally we have in place the latest generation technology that is already providing significant benefits to our efficiency and service.”

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.”

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,”

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.”

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.