GEM Rolls-Out BigChange Mobile Tech for Building Services Contracts

GEM service engineers with BigChange apps

GEM Environmental Building Services has rolled-out a job management system from BigChange.

The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time updated customer interfaces.  Using the system GEM has reduced the admin resource required to manage multi-million-pound contracts by around 50 percent whilst improving engineer efficiency by 10 percent.

GEM Environmental Building Services has been in operation for more than 25 years.  With offices in North London and Canary Wharf, GEM has developed into one of the fastest growing maintenance companies in London. Employing over 120 people, with around 80 accredited and certified installers and engineers, GEM offers mechanical engineering, water, gas and building services to public sector organisations, private businesses and commercial real estate operators.

“BigChange allows us to report, in real-time, on no-access visits, completed jobs and additional works required,” commented Paul Ferguson, Operations Manager at GEM Environmental Building Services.  “We automatically capture, without fail, date, time and location stamped photographs and signatures, which are available to the customer via their own secure interface. This reduces the number of client queries by allowing us to evidence works done or still outstanding. It removes the doubt and in the long-term this improves the service we offer.”

GEM staff using BigChange software

Using the BigChange job management system, which incorporates a mobile workforce appcustomer relationship management (CRM), job schedulinglive tracking, financial management, and business intelligence tools in one integrated platform, GEM has transformed the way it manages and reports on contracts. Routine works can be scheduled, up to a year in advance, and resources allocated based on skill set, location and availability. Appointments can be communicated to both the client, and resident if required, using automatically generated text message or emails, and job details are shared with the engineer using the BigChange app.

The GEM team offers a 24/7/365 breakdown and planned preventative maintenance facility as well as a full construction and installation service.   Once onsite the engineer can access site histories, complete with equipment and part specifications, and previous work completed, before being guided through detailed worksheets which include both safety and compliance procedures. Integrated within each job sheet is the requirement to capture and record a series of date, time and location stamped photographs, which are used to evidence work completed or exception reporting.

“BigChange takes us from the default position of the ‘customer’, in our case the resident, is always right, to the fact that we have a proven track record, that is supported with well documented evidence that we make available to customers directly within their own management systems via a secure interface,” added Scott McCarthy, PPM Manager of GEM Environmental Building Services.

“This saves considerable admin resource on both sides, at least up to 50 percent on one contract alone, as information is available from any internet connected device to authorised users when they need it.”

Moving forward with its use of BigChange, GEM plans to realise additional benefits as it integrates the job management system with other management software and processes including its accounting package and community engagement activities. Fleet solutions, including vehicle checks, driver behaviour alerts and real-time tracking, will also enforce GEM’s commitment to workforce health and safety and environmental sustainability.

About BigChange

Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. BigChange employs over 220 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 system 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 system, BigChange liberates customers from inefficient paper-based processes and the complexity of multiple different technology systems that hold their businesses back.

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