Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app.
Using the system, Specialised has already automated around 80 percent of its routine job management workflows allowing back-office staff and field engineers to focus on the customer experience.
Based in Northern Ireland, the independent fire and security provider has established a reputation for delivering tailored solutions with first-class service. Specialised plans to further increase its operational workforce by between 25-50 percent in the forthcoming months, without additional admin resource, using BigChange.
“BigChange allows us to use our resources better; meeting day-to-day challenges with the right people, in the right place, at the right time, and with the right equipment,” commented Albert Hall, Director of Belfast-based Specialised Fire & Security. “This means that every member of the team can spend time with our customers, understanding their requirements and working with them to design, install and support a system that fulfils all of their needs.”
Established in 2013, Specialised Fire & Security specialises in the design and integration of bespoke systems covering supply, installation, commissioning and maintenance of Intruder Alarms, Fire Alarms, CCTV Systems and Access Control Systems. Working with more than 300 commercial, industrial, hospitality, private, public and residential customers, Specialised has a team of multi-disciplined engineers who are fully qualified and trained in all aspects of the fire and security industry.
Prior to implementing the cloud-based, 6-in-1 BigChange solution, Specialised used an industry specific Field Service Management package that was server-based and needed a host of spreadsheets to back it up and provide the functionality required. “Before BigChange, even with our own workarounds and backup systems, it was often challenging,” Hall continued. “As a management team, we didn’t have visibility of the mobile operation, meaning we couldn’t be responsive to customer queries, and we couldn’t react to changing circumstances. We also didn’t have the business intelligence available to make informed decisions.
“With BigChange all of that has changed! We have complete visibility using the user-friendly dashboards, and we can automatically capture and record every customer interaction. This means we have the time to have proper conversations which means BigChange is enabling our relationship building and ensuring we stand out against the faceless competition.”
Using 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 integrated platform, Specialised has automated its workflows and processes. It has already utilised many aspects of the CRM system with a workflow that keeps the customer informed as an enquiry progresses from quotation to agreed sale, and then through to works scheduled, engineer onsite, job reporting and billing.
Using tablets to access daily schedules and site-specific information via the BigChange app, engineers are now better prepared and better informed. Kit lists can be allocated based on customer interactions, site histories and agreed works, saving time and money, and predefined work packages can be quoted on and allocated without the need for additional back-and-forth discussions.
The BigChange app also allows engineers to record and report on work as it happens, capturing date, time and location stamped photographs and signatures, to record every aspect of the job from arrival on-site to job completion and departure. This is further improving the customer experience with real-time customer reporting and 24/7 visibility for management and support staff.
Moving forward with BigChange, Specialised plans to complete the automation of its remaining workflows and processes utilising features such as integrated mapping and ‘find my nearest’ resource planning as well as sales pipeline tools.
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.
