Retail fit-out company FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange.
The system has transformed the management of the mobile operation, improving efficiency and boosting customer service. Providing digital workflows, integration with the Xero accounting package and an online customer booking portal, BigChange is also helping FSE UK expand services and diversify into new markets.
“Before BigChange I spent my day spending and receiving WhatsApp messages,” commented Rob Holt, Head of Building Services at FSE UK. “’where are you?’, ‘what are you doing?’, ‘have you finished?’, ‘when will you get there?’, ‘where’s the job sheet?’, ‘who’s the customer contact?’, endless messages back and forth!
“When you have less than a handful of engineers that’s OK, in fact it’s great for team building, but it’s not sustainable, and, as we started to grow, the cracks started to show.”
FSE UK offers a range of domestic and commercial solutions. For commercial clients, it offers a comprehensive range of fit-out services, including office and retail space design, refurbishment and installation of audio-visual and security systems. In addition to fit-out services, FSE UK also provides commercial maintenance solutions that cover reactive repairs, planned preventative maintenance, and emergency call-outs. Traditionally, FSE UK has worked within the catering and hospitality sector, but has diversified into education and recently secured nationwide contracts with two of the UK’s largest social housing providers.
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, FSE UK has created end-to-end digital workflows. New jobs are recorded on the central management systems before being allocated to an appropriate engineer. Schedules are sent directly to the engineers’ mobile phone complete with job cards and any additional details, and newly introduced ETAs are automatically sent to the customer to advise of forthcoming appointments and any possible delays on the day.
Whilst onsite the engineer can access supplementary information about the site, the customer or the job, if required, before completing the job sheet and capturing additional intelligence such as date / time stamped photographs and customer signatures. Integration with the company’s accounting software XERO allows for fast, efficient invoicing, improving cashflow and further boosting customer service, and customers can even self-serve, booking routine appointments using the BigChange online booking portal.
Based in Leeds, FSE UK has an ongoing relationship with Northern Catering Equipment (NCE) who have been using BigChange for a number of years and recommended the system. The BigChange Collaboration Network allows for an easy exchange of job critical information and each party can check the availability of the other’s workforce and even book jobs for them to extend capacity, service offering or geographical coverage.
“We started our BigChange journey at a critical time as we transitioned from a small building company to one that can offer a range of building, fit-out, maintenance and facilities management services,” Holt continued. “Since implementing BigChange we have grown from four or five engineers to nearly 30 and in all honesty, I can see that doubling in the next year.
“BigChange has helped us manage that growth and will help us to sustain it in years to come as we grow the business into a multi-million-pound operation. It hasn’t always been easy but, with BigChange, you more than reap what you sow. If you put in the time and effort, you will see results in form of reduced admin, improved efficiency and better customer service and these will all impact on your bottom line.”
