Waste and recycling machinery specialist Blue Group has rolled out out BigChange Mobile Workforce Management technology across its fleet to overhaul the booking and scheduling of planned and reactive maintenance.
BigChange’s 4-in-1 Mobile Workforce Management Platform is being used to connect the firm’s customer service teams with mobile technicians in real-time, providing intelligent job scheduling, an Android mobile app for service technicians and real-time tracking of all vehicles across the fleet.
The intelligent scheduling engine, which replaces the use of Outlook, enhances flexibility for the customer whilst minimising travel time and distance, driving fuel savings and a reduction in emissions.
The system is fully integrated with the firm’s SAP Business One ERP system, enabling jobs that are raised in SAP to be instantly synced with the BigChange platform. This allows advisers to quickly offer customers urgent maintenance slots at a time and date to suit them, taking into account real-time technician and equipment availability, proximity to the customer and live traffic data. Customers are also kept informed with instant and automated estimated time of arrival (ETA) alerts by email and text message.
Stuart Hardiman, commercial service manager at Blue Group, commented: “The BigChange technology has put us in another league and has made the customer experience completely seamless. It has empowered the entire service team and gives us true real-time visibility into the KPIs that are fundamental to successful service delivery.”
