BigChange field service management software is helping facilities management start-up Urban Maintenance achieve the highest levels of customer satisfaction.
Out-performing larger competitors in customer service reviews, Urban Maintenance adopted the BigChange platform to automate workflows across its operation from job allocation to completion reporting. Working for individual householders up to FTSE 250 professional landlords, BigChange gives Urban Maintenance 24/7 visibility of the mobile operation allowing for prompt resolution of customer queries, efficient response to emergency call-outs and improved workforce health and safety.
“I established Urban Maintenance mid-Pandemic when I was unable to take up a job offer abroad and opportunities in the domestic FM market were limited,” commented Nathan Yates, Managing Director of Urban Maintenance. “With nearly a decade’s experience in property management I understood the complexities of running a lettings agency, the legalities of block management and the pitfalls of insurance claims. I also knew the importance of making sure that Doris at number 9 is happy and that her landlord knows it!
“That’s where BigChange has had a huge impact on the business,” he continued. “From a one-man band start-up, Urban Maintenance is well enroute to becoming a successful scale-up and BigChange has played an integral part. Using BigChange we have automated our reporting, so our customers, and their tenants, know what is going to happen, when its going to happen and if it doesn’t happen why! It’s this efficient and timely communication that sets us apart from other service providers.”
Urban Management provides a range of domestic and commercial property management services including plumbing, joinery, decorating and cleaning. Following a recommendation from an established FM operator and existing user of BigChange, Urban Management implemented the job management solution, 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, to support its ambitious growth plans. By demonstrating its commitment to customer service using BigChange, Urban Management has secured several high-value contracts and is continuously hiring to ensure it has the capacity to meet a growing demand.
“We are still at the early stages of our BigChange journey, and I know there is so much more the platform can do,” continued Yates. “I am keen to customise elements of the system to meet our exacting requirements and implement additional reporting and financial management and, with the support of the BigChange team, we will achieve it.”