Home services company SES Home Services is undertaking a business-wide digital transformation project using field service management technology from BigChange.
Having first implemented the cloud-based, 5-in-1 solution in 2018, SES Home Services is looking to extend the geographical coverage of its domestic plumbing, heating, and drainage business whilst also expanding the type of services it can offer with the use of the BigChange Collaboration Network.
Part of the single platform CRM, Job Scheduling, Mobile App, Tracking and Customer Portal, the BigChange Collaboration Network provides a secure and private environment for businesses to connect with other businesses who also use BigChange.
Using the Network, SES Home Services has already formed several partnerships enabling it to serve a diverse customer base over a range of trade services. With SES Home Services, its new partners and existing contractors, all using the same reporting platform, the customer receives a seamless service and management has total visibility of the mobile operation. SES Home Services hopes to build on this use of the Network to fulfil its ambition of delivering field services across a wider geography, whilst establishing itself as a first-class customer service provider.
“We experienced new pressures and circumstances driven by lockdown and the restrictions that were imposed,” commented Peter Holmwood, Customer Services Director at SES Home Services. “So, we turned to the BigChange Network to find new partners we could work with. The benefits of working with an existing BigChange user are instant as systems link together to provide real-time updates and sharing of worksheets, solving a number of customer-facing issues as well as allowing us to capture customer feedback about our contractor network for the first time.”
During the initial COVID lockdown SES Home Services experienced a 50 per cent reduction in workload, additional pressures were also placed on the workforce with extended PPE checks as well as the introduction of no-touch signatures and worksheets.
“BigChange is our central management system, used across all of our customer facing activity,” Holmwood continued. “We use all aspects of BigChange in terms of workforce management and we have integrated the solution with our standalone finance package and a customer satisfaction portal which we use to record NPS ratings. This customer feedback plays a vital part in identifying focus areas and in driving service standards forward.
“BigChange also helped us to respond to the challenges we faced during lockdown by way of implementing timesheet and worksheet activities, enhanced health and safety checks as well as no-touch signatures and utilising the BigChange University training sessions.
“As we come out of lockdown and revert to BAU we are looking to expand, both in terms of geographical coverage and service offering, whilst ensuring we are delivering against the expectations of our customers,” concluded Holmwood. “Having the right contractors is vital for maintaining continuity and in driving customer service. I have every confidence that the BigChange Network will continue to be a key pillar for delivering sustainable growth, supporting the business and the customers we serve together.”
Launched in 2013 with a mission to free business from inefficient processes and time-consuming paperwork, BigChange is driving productivity for companies of all sizes across more than 60 industries. Trusted by 50,000 mobile workers and back-office personnel at 1,500 organisations around the world, BigChange employs 170 people and in 2020 won over £20m in new contracts.
The award-winning BigChange system is an all-in-one business management solution that includes CRM, job scheduling and invoicing, synchronised in real time with JobWatch, a mobile workforce app with vehicle tracking, together with a customer portal and booking app.
Valued at £100 million BigChange recently secured significant investment from Great Hill Partners, the growth-oriented private equity firm behind Wayfair, ZoomInfo and Notonthehighstreet, to drive further growth and innovation.
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. Recognised by Best Companies with a two-star rating, 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.
For more information visit www.bigchange.com.