Gym equipment repair specialist Upholstery2u, is using the latest technology to streamline workflows and boost customer service levels.
Supplied by BigChange, the complete job management platform dynamically schedules work for a nationwide team of upholsterers which is shared, via an app, to mobile phones that synchronise in real time with the back-office solution. Since implementing BigChange, Upholstery2u has seen a marked improvement in its SLA reporting and customer feedback, and has also reduced the administrative resource required to manage the mobile operation.
“We chose BigChange as it was relevant to our industry with many features that suit our specific needs,” commented Daniel Boyle, Managing Director of Upholstery2u. “Having said that, it is also extremely user friendly and flexible which means we can make changes and tweaks if we need to.
“Since implementing BigChange we have noticed a difference in every aspect of the business,” he continued. “BigChange takes care of the routine, time consuming tasks, which allows us to focus on what we do best – getting the job done and keeping our customers happy.
“Using BigChange we can automatically schedule and track our team. In turn, they have more control over their workload with job completion reporting, photo sharing and stock requests, all available through the app on their phone. Our SLA monitoring and customer service is better, and customers can self-serve with live tracking and completion reports.”
Upholstery2u provides on-site upholstery repair services for gyms across the UK. With a fleet of mobile workshops in customised MWB vans, U2U repairs and replaces damaged pads on gym equipment minimising downtime and disruption for gyms and their users. U2U also offers annual maintenance contracts and an in-house repair service. Working with names such as Energie, JD Gyms and Total Fitness, Upholstery2u makes around 10,000 site visits a year looking after 100’s of pieces of gym equipment.
Since implementing the BigChange job management platform, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence, in one simple to use and easy to integrate platform, Upholstery2u has streamlined workflows throughout the business. Customer quotations, completion reports and invoices are all automatically produced and customers can monitor progress in real-time and provide feedback through the platform.
Accessible 24/7, from any internet enabled device, BigChange has also enabled managers at Upholstery2u to take back control of the business rather than focus on day-to-day administration. Performance reports, business metrics and forecasting are all available at the click of the button which it hopes will fuel future growth.
Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world. BigChange employs 200 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 Platform 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 platform, BigChange liberates customers from inefficient paper-based processes and the complexity of multiple different technology systems that hold their businesses back.
For more information please visit www.bigchange.com.