Jet Wash Shop is using a workforce management system from BigChange to power the nationwide expansion of its business.
Operating across the UK, Jet Wash Shop offers a full sales, rental, maintenance and repair service and has transitioned from the supply and service of professional valeting equipment to a one-stop shop for all types of pressure washing equipment. Now completing around 500 jobs a week, Jet Wash Shop uses the BigChange job management software to manage all aspects of its mobile operation.
Since implementing the 6-in-1 cloud based BigChange system Jet Wash Shop has seen its team of highly trained engineers increase by 300 percent, exceed a 97 percent hit rate on customer KPIs and maintain a 5-star rating on Google.
“BigChange has made the impossible possible,” commented Andy Brooke, Director of Jet Wash Shop. “When we started, we had just two engineers and everything was written down on paper and our management tools were a couple of large whiteboards.
“Since introducing BigChange, we have grown to offer nationwide operations serving some of the largest names in the automotive sector. We are wiping the floor in terms of SLA and KPI performances, with customer response times of between 24 and 36 hours, and we are cleaning up when it comes to customer reviews. This performance wouldn’t have been doable without BigChange.”
Founded by Jason Ripley and Andy Brooke as PWS, the company originally specialised in pressure washer servicing, repairs and equipment rentals before applying experience in pressure washing machine sales, equipment rentals and detergent sales within the haulage industry to provide the full service, end-to-end solution that Jet Wash Shop currently offers. Employing a team of nationwide engineers, fitters and customer service staff, the company has a showroom, workshops, spray shop and parts department at their headquarters in Halifax, West Yorkshire.
Working brands such as Karcher, MAC International and Honda, Jet Wash Shop 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 to manage all aspects of its mobile operation.
Routine jobs are scheduled in advance allowing for the effective management of the workforce and the incorporation of ad-hoc call-outs and emergency repairs. Customisable worksheets, accessed by engineers using their mobile phones, include prompts for completion including the capture of date/time stamped photographs and customer signatures. Once completed worksheets are then saved in the back-office system from where they can be shared with the customer if required and used for invoicing. If, for any reason, a job is not completed at first visit BigChange automatically schedules a call-back, updating the central management system and the customer.
Real-time tracking and fleet management tools further improve the management of Jet Wash Shop’s field operations with complete visibility and alerts for automatic notification of poor driving behaviour or entry into low emission zones, for example. Vehicle locations can also be used to automatically update customers with accurate ETAs if required.
“BigChange takes the burden out of routine management tasks,” added Roy Tams, Sales Manager at Jet Wash Shop. “It lightens the load in terms of the daily to-do list and it removes the potential for errors from paperwork that has been incorrectly filled out, or even lost, and jobs that haven’t been recorded and therefore haven’t been done or have been done but haven’t been invoiced.
“The system isn’t just good for us as a company it’s also good for our customers as it means we can be more reactive in our service offering and more accurate in our communications, and it is good for the environment as it reduces unnecessary mileage and minimises poor driving behaviour.”
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.
