DSSL Group, the security systems company, has rolled out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, a mobile workforce app, intelligent job scheduling and an online customer booking portal.
The system has already helped the Essex-based company offset more than 200 tonnes of CO2 and achieve net zero running for its fleet of vehicles, as well as reducing paper use by around 20,000 sheets a year.
Disparate and outdated systems
Predominantly specialising in Local Authority CCTV systems and access control systems for Housing Associations, DSSL operates a mixed fleet of more than forty vans and five cherry pickers from its regional operation centres in Essex, Leeds and London. Completing around 100 planned jobs a day with an additional 15-30 out-of-hours callouts, DSSL implemented BigChange to replace a number of disparate and outdated systems.
Implementing BigChange, DSSL has very reduced its back-office authority resources
Since implementing BigChange, DSSL has significantly reduced its back-office administration resources. Automated workflows and integration of management systems has meant that two, full-time staff members have been redeployed within the business equating to a saving of around £60,000 per annum. DSSL is also realising improvements in cashflow due to more timely and accurate invoicing and improved management reporting.
Separate tracking system
“Prior to BigChange we had a job sheet system that was server-based, we used Google Calendar, a separate tracking system and multiple spreadsheets to manage daily activities such as job raising and invoicing,” commented Aaron Stephens, Managing Director of DSSL Group.
“Engineers couldn’t create jobs when responding to call outs, which meant we needed a dedicated member of staff to raise these retrospectively and chase engineers for the required information to close the job for invoicing. We also had another member of the admin team whose job it was to print completed job sheets and get them marked up for invoicing.”
Cloud-based system
DSSL selected the BigChange job management system, which incorporates a mobile workforce app
DSSL selected 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 in one system, after just one face-to-face demo.
“We knew how our business operated and the workflows that were required to get jobs done and invoiced,” he continued. “However, we also knew this was long-winded. We knew we wanted a cloud-based system and it very quickly became apparent that the BigChange methods and processes were aligned with what we needed to achieve, and the functionality and vision was there to save us resources from day one, boost customer service and support us as we continue to grow.”
Real-time sharing
DSSL customers are also noting the changes in the business with real-time sharing of information
DSSL customers are also noting the changes in the business with real-time sharing of information between the field and the office, and more detailed and comprehensive reporting.
Southern Housing, one of the largest Housing Associations in the UK with more than 45,000 homes across London, the South East and the Midlands, uses DSSL access control solutions and commented, “We are delighted with DSSL and their performance as they continue to deliver against our targets and KPI’s. Best of all is their ability to communicate and put in place processes and procedures to keep customer satisfaction at 98% and complaints to a very low level.”
Additional training requirements
Some additional features within the BigChange system, such as vehicle checks, driver behaviour alerts and improved field reporting, are also helping DSSL look after their workforce promoting safer and greener driving and identifying additional training requirements.
DSSL Group is a family-run security solutions integrator whose services include bespoke designs for security installations, tailored planned maintenance and reactive repair for all types of security systems across the UK. Founded in 1998 by Dave Stephens, DSSL Group was formed in 2009 and is now run by Dave’s eldest son Aaron Stephens as Group Managing Director with his two brothers alongside him on the board. The business continues to grow, having recently upgraded over 20 town centre CCTV systems and attended over 30,000 jobs in the past year, and is committed to sustainable operations.
