Commercial vehicle wash systems manufacturer Brendeck has optimised its service operation productivity after deploying mobile apps from BigChange.
The firm’s installation and service engineers have been equipped with rugged tablets connected to BigChange’s cloud-based job management platform. The all-in-one system that includes CRM, job scheduling and integrated vehicle tracking and routing has replaced paper job sheets with real-time electronic reporting, boosting customer service.
“Since introducing BigChange, we have completely transformed our field service operations,” says Alan Taylor, managing director of Brendeck. “Because we are getting job sheets back immediately after engineer visits we in turn report back to the customer almost immediately, perhaps with a quote or equipment care recommendation.”
The deployment of BigChange also means customer services have instant, always-on visibility of the engineers on the road, and can respond to customer queries.
“There is no doubt BigChange has been good for business. It gives us a real advantage by improving the utilisation and productivity of our service operation and certainly enables us to fit in more jobs in the day,” added Taylor. “The biggest benefits are in service as we can be a lot more responsive. It is, for example, much easier to call an engineer back to a site on the same day to rectify a problem. Before we had live BigChange reporting and tracking, the return visit would have been two days later.”
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