Machinery supplier rolls out BigChange mobile workforce management technology
BLUE Group have implemented BigChange’s 4-in-1 mobile workforce management platform across their Service division. The all-in-one system is fully integrated with Blue’s SAP Business One ERP system and provides intelligent job scheduling, an Android mobile app for service technicians and real-time tracking of all vehicles across the fleet.
BigChange implemented the solution in partnership with Blue’s SAP Business One integrator, Frontline Consultancy.
Blue Group chose BigChange as part of a digital-transformation project to enhance customer service and automate the warranty claims process. The BigChange system has revolutionized the booking and scheduling of planned and reactive maintenance, connecting customer service teams with mobile technicians in real time.
Intelligent scheduling has replaced the use of Outlook and jobs raised in SAP are instantly synced with the BigChange platform. This allows advisers to quickly offer customers urgent maintenance slots at a time and date to suit them, considering real-time technician and equipment availability, proximity to the customer and live traffic data.
The intelligent scheduling engine ensures maximum flexibility for the customer whilst minimizing travel time and distance, thereby driving fuel savings and a reduction in emissions.
Real-time visibility of the operation ensures customer service advisors are empowered to answer customer questions in an instant, whilst automated estimated time of arrival alerts by email and text message ensure customers are always fully informed.
Peter Lidbetter, group IT director at Blue Group, said: ‘BigChange have worked extremely well with everyone involved in this project. Across the business they have always been willing to go the extra mile and give us the support needed to take the project forward.
‘As a company, they are at the cutting edge of service management, producing a fantastic product that is easy to use for everyone involved, from our service engineers to the back office staff.’
Stuart Hardiman, commercial service manager at Blue Group, added: ‘The BigChange technology has put us in another league and has made the customer experience completely seamless. It has empowered the entire service team and gives us true real-time visibility into the KPIs that are fundamental to successful service delivery.’
The BigChange technology is saving hundreds of thousands of pieces of paperwork annually, and has replaced an electronic pen and paper-based legacy system with digital workflows running on rugged waterproof Samsung Android tablets.
Each day, Blue technicians complete an electronic walk-around check, logging and photographing any defects that are managed to resolution via integrated fleet-management functionality.
On starting their timesheet, technicians have instant access to their jobs for the day with detailed information about each customer, site and machinery. Job data are automatically loaded into the integrated sat nav with turn-by-turn guidance and live traffic updates.
On arrival, the app takes care of risk assessments and method statements and guides the technician though equipment-specific service workflows, capturing a detailed audit trail. Photos are captured during the service process for added proof of service.
On completion, customers automatically receive electronic job cards via email, proactively confirming completion. This instant sync with the back office means no ‘paperwork’ needs to be returned for processing and allows Blue group to instantly raise warranty claims, avoiding any delays and boosting cash flow.
The system also delivers duty-of-care benefits for lone workers, providing confirmation that all engineers have returned home after their jobs.