Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app.
Using the system, Specialised has already automated around 80 percent of its routine job management workflows allowing back-office staff and field engineers to focus on the customer experience.
Tailored solutions
Based in Northern Ireland, the independent fire and security provider has established a reputation for delivering tailored solutions with first-class service.
Specialised plans to further increase its operational workforce by between 25-50 percent in the forthcoming months, without additional admin resources, using BigChange.
Design, install, and support
“BigChange allows us to use our resources better; meeting day-to-day challenges with the right people, in the right place, at the right time, and with the right equipment,” commented Albert Hall, Director of Belfast-based Specialised Fire & Security.
“This means that every member of the team can spend time with our customers, understanding their requirements and working with them to design, install, and support a system that fulfills all of their needs.”
Intruder and fire Alarms, CCTV, and access control
Specialised has a team of multi-disciplined engineers who are fully qualified and trained
Established in 2013, Specialised Fire & Security specialises in the design and integration of bespoke systems covering the supply, installation, commissioning, and maintenance of Intruder Alarms, Fire Alarms, CCTV Systems, and Access Control Systems.
Working with more than 300 commercial, industrial, hospitality, private, public, and residential customers, Specialised has a team of multi-disciplined engineers who are fully qualified and trained in all aspects of the fire and security industry.
Field Service Management challenges
Before implementing the cloud-based, 6-in-1 BigChange solution, Specialised used an industry-specific Field Service Management package that was server-based and needed a host of spreadsheets to back it up and provide the functionality required.
“Before BigChange, even with our own workarounds and backup systems, it was often challenging,” Hall continued.
User-friendly dashboard
“As a management team, we didn’t have visibility of the mobile operation, meaning we couldn’t be responsive to customer queries, and we couldn’t react to changing circumstances. We also didn’t have the business intelligence available to make informed decisions."
“With BigChange all of that has changed! We have complete visibility using the user-friendly dashboards, and we can automatically capture and record every customer interaction. This means we have the time to have proper conversations which means BigChange is enabling our relationship building and ensuring we stand out against the faceless competition.”
Job management system
BigChange job management system, which incorporates a mobile workforce app, CRM, job scheduling, live tracking
Using 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 integrated platform, Specialised has automated its workflows and processes.
It has already utilised many aspects of the CRM system with a workflow that keeps the customer informed as an inquiry progresses from quotation to agreed sale, and then through to works scheduled, engineer onsite, job reporting, and billing.
BigChange app
Using tablets to access daily schedules and site-specific information via the BigChange app, engineers are better prepared and better informed.
Kit lists can be allocated based on customer interactions, site histories, and agreed works, saving time and money, and predefined work packages can be quoted on and allocated without the need for additional back-and-forth discussions.
24/7 visibility
The BigChange app also allows engineers to record and report on work as it happens, capturing date, time, and location stamped photographs and signatures, to record every aspect of the job from arrival on-site to job completion and departure.
This is further improving the customer experience with real-time customer reporting and 24/7 visibility for management and support staff. Moving forward with BigChange, Specialised plans to complete the automation of its remaining workflows and processes utilising features such as integrated mapping and ‘find my nearest’ resource planning as well as sales pipeline tools.
