Baydale Control Systems has taken control of its stock management using a BigChange 6-in-1 system.
Specialising in electronic security and fire alarm systems, Baydale moved to the cloud-based solution to improve its client record management, provide visibility of mobile workforce and offer digital certification. Since implementing, BigChange has allowed Baydale to improve profitability by allocating routine jobs and ad-hoc call-outs 80 percent faster and boosting engineer productivity by 33 percent.
Established in 1999, Baydale is at the forefront of security system design, installation and integration. Working primarily with public and community sector organisations such as Local Authorities, Police Forces, Educational Institutions, NHS Trusts and Housing Associations, Baydale’s core services include CCTV, door entry, security doors, gates and barriers and fire detection and alarms. Baydale operates a 24-hour a day, 7 day a week engineering operation with more than 40 specialists operating nationwide.
“Our previous system, a server-based platform, had served us well for almost 20 years, however, as we expanded and our client base expected more, it just wasn’t keeping pace,” commented Tina Lunnon, Service Admin Manager and BigChange ambassador within Baydale. “We knew we wanted a system that was cloud-based, we also knew we wanted a system that would allow us to keep track of stock, have visibility of engineers’ movements and offer digital certification.”
One of Baydale’s primary objectives for implementing the BigChange job management system, which incorporates a mobile workforce app, customer relationship management (CRM), job scheduling, live tracking, financial management, and business intelligence tools in one system, was control and visibility of its mobile workforce. “We reviewed a number of systems before we looked at BigChange and fell in love!” she continued. “Being able to see where our engineers are, in real-time, alongside a colour-coded job progress icon, means it’s much easier to pick up work and allocate an appropriate and available resource. This means each engineer can complete more jobs per day making them on average 33 percent more productive.”
Another driver for the big change in job management at Baydale was stock control. “Having our stock records managed digitally has taken some time to get up and running but we are seeing a clear benefit of those hours invested as knowing what an engineer has on their vehicle means jobs can be allocated 80 percent faster.”
Baydale has also transformed up 95 percent of its workflows to digital, improving the speed of customer updates and reducing the admin resource required to duplicate information from paper to digital. The CRM features are clear and simple to navigate, and, being able to add custom fields allows Baydale to share detailed customer and site information between the back office and field teams. The ability to add notes and link to quotes and additional documents and actions such as text messages sent, provides evidence for audit trails and customer clarification if required.
“Overall, we have noticed a vast improvement in the way we communicate with our clients. The job cards produced by BigChange are clearer, holding just the right information including time and date stamped photos, and the ability to set up auto send has made a massive difference in the number of emails we generate and calls we make.”
Digital certification and job completion reporting is important for Bedale’s clients and these have boosted customer service as worksheets and certificates can be shared with the client as soon as a job has been completed. Using the BigChange booking site, some of Baydale’s larger clients can also self-serve information and schedule routine appointments.
“BigChange has transformed the management of our mobile operation,” Lunnon concluded. “We now have much more control and awareness, we have seen an improvement in our compliance obligations, and we achieved our most profitable year ever – some of which can, without doubt, be attributed to the use of BigChange.”
About BigChange:
Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.
In 2020 BigChange was awarded a Queen’s Award for Enterprise: Innovation, one of the highest business honours in the UK awarded for the company’s contribution to international trade, innovation, sustainable development and promoting opportunity. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.
BigChange is the complete Job Management system that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences. Bringing customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance, business intelligence into one simple to use and easy to integrate system, BigChange liberates customers from inefficient paper-based processes and the complexity of multiple different technology systems that hold their businesses back.
For more information, please visit www.bigchange.com.
