EnviroVent, the manufacturer of domestic ventilation products, has transformed its installation and service operation using a BigChange job management system.
Since implementing the 6-in-1 cloud based solution, EnviroVent has reduced the number of ‘no-access’ visits from 15 percent to below 5 percent and has reduced routine reporting tasks by more than 75 percent. EnviroVent is also boosting customer service with automated notifications and updates, and the ability for customers to self-serve important documents and site reports.
Before switching to BigChange in 2023, EnviroVent used a server-based field service system and separate vehicle tracking. “Our previous system just wasn’t keeping pace with our requirements,” commented Jonathan Littlefield, Head of Installations at EnviroVent. “It wasn’t responsive to our, or our customers’ needs, and it wasn’t reactive to changes in the business. It also didn’t integrate with other management systems we were using.
“Having completed due diligence, and explored several systems on offer, we chose BigChange, and to be honest we haven’t looked back. The planning team loves it, the engineers and installers have embraced it, I wonder how we lived without it, and our customers are amazed at the information and updates we share with them.”
EnviroVent uses 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, across its installations and planning through to post work completion reporting. The process starts with the Planning Team and the allocation of an experienced resource controller who remains the single point of contact for the client.
Using BigChange, EnviroVent can allocate the right resource for each installation based on location, skill set and availability, and ensure that any equipment or parts required are available. The resource controller provides regular reports on installations completed, programme of delivery and real-time email updates confirming receipt of orders, allocated installation dates and completion of works, guaranteeing the customer is informed at every stage of the process. BigChange also helps EnviroVent communicate with residents and tenants to reduce ‘no access’ visits.
“Working within the social housing and private rental sector can present additional challenges with residents often not present when we attend their property,” Littlefield continued. “Using BigChange to automatically issue a range of communication from initial appointment texts and e-mails to 24-hour reminders and on-the-day updates has reduced ‘no access’ visits from 15 percent to regularly below our 5 percent KPI.
“This is not only good for engineer efficiency and productivity it has a positive knock-on effect for the planning team who don’t then have to try and fill the missed appointment with other works.”
BigChange is also helping EnviroVent improve its customer service levels in other ways. The BigChange App means engineers can capture and share site information, including photographs, equipment specifications and serial numbers, and safety certificates in real time and the BigChange Portal means customers can self-serve this information when they need it. This accessibility of information is also reducing the requirement for back-office staff to produce routine customer reports that, before the use of BigChange, could take all day to pull together but now take 5 minutes.
“Using BigChange we can do what we do even better!” concluded Littlefield. “BigChange has put us back in control by giving us total visibility and the ability to react to changing circumstances. We can access detailed information when we need it in a format we can use and we can share this with the customer and other parts of the business.
“We are also working with BigChange to further develop the system trialing new features such as mass scheduling, DAAS and Snowflake to improve our reporting.”
EnviroVent is the UK’s leading manufacturer and installer of domestic ventilation systems, providing its products and services to local authorities, housing associations, homeowners, landlords, housebuilders and contractors.
The company’s Harrogate manufacturing facility produces a wide range of extractor fans, PIV (positive input ventilation), MEV (mechanical extract ventilation) and MVHR (mechanical ventilation heat recovery) systems. EnviroVent operates a modern purpose-built carbon neutral headquarters and is dedicated to innovation, sustainability and taking care of its people. Its award-winning products are UK manufactured and can be installed by its own dedicated team of nationwide installation engineers, who also provide after-sales support. The company is looking to increase the size of its installation team by 40 percent.
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.
