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Author: Martin Port

How Gas Engineer Software Saves Time And Money (+ Case Studies)

Posted on by Martin Port

IN THIS BLOG WE’LL TALK THROUGH HOW EXACTLY SOFTWARE CAN HELP GAS ENGINEER BUSINESSES DELIVER EFFICIENCIES AND MEASURABLE ROI.

From scheduling to invoicing, gas engineers face challenges – such as managing jobs, coordinating with clients, and keeping track of paperwork. Not to mention trying to balance all these tasks while also providing high-quality service to your clients. 

👉That’s why gas engineers often turn to job management software.

In this blog, you can explore how software can help save time and money by streamlining operations. We’ll also provide real-world examples of gas engineers who have successfully implemented software in their business and seen significant time and cost savings as a result. 

If you’re looking to improve your efficiency and effectiveness as a gas engineer, keep reading to learn more about how gas engineer software can help.

INTRODUCTION TO GAS ENGINEER SOFTWARE

Gas engineer software is designed to assist gas engineers in managing and streamlining their business operations. It typically includes features such as job scheduling, invoicing, stock management, documentation management, and customer relationship management (CRM).

In short, the goal of this software is to help gas engineers save time and money by automating or simplifying various tasks and processes. 

It also helps improve customer service and communication with clients. 

Gas engineer software can be used by both individual gas engineers or by gas engineering companies to manage their operations more efficiently and effectively.

Pssst. BigChange is an example of a leading gas engineer software solution. You can read more about how we help plumbing and heating firms here.

THE TOP 4 BENEFITS OF USING GAS ENGINEER SOFTWARE

#1: Time savings

If there’s one thing gas engineers need more than anything else, it’s more time. ⌚

There are a number of ways the right software can save you time:

  • Scheduling and dispatch: The right software can help you schedule and dispatch field engineers more efficiently by allowing you to view and manage jobs in one place. This reduces the time spent on manual scheduling and coordination tasks.
  • Invoicing and billing: Gas engineer software automates invoicing and billing processes, making it easier for you to process payments and reduce the time spent on manual billing tasks.
  • Document management: Easily manage important documents, such as service reports and invoices, in one central location. This can save time by eliminating the need to search through paper files or multiple different software systems. For example, the right software eliminates repetitive forms and instead allows engineers to verify and tick off all answers in one go.
  • Customer comms: Communicate with customers more efficiently by sending updates and alerts via email or text message. This can help to reduce the time spent on phone calls and other manual communication methods.
  • Inventory management: Gas engineer software even helps track and manage inventory more efficiently, by providing real-time visibility into stock levels and where stock is  and allowing you to place orders as needed. This can save time and reduce the risk of running out of critical parts or supplies.

#2: Cost savings

And one thing we all need more of this year is cost savings. 💰

Here are some of the ways gas engineer software can provide significant savings:

  • Improved efficiency: By streamlining and automating various tasks and processes, the right software reduces the time and resources spent on admin tasks. This can lead to cost savings in terms of labour costs and other operational expenses.
  • Reduced errors: Job management software reduces errors and improves accuracy in tasks such as billing and documentation management. This can help to reduce costs associated with correcting errors and improving efficiency.
  • Stock control: With real-time visibility into stock levels you can place orders as needed. This can help to reduce costs associated with overstocking or running out of critical parts or supplies.
  • Asset tracking: Gas engineer businesses can track and manage their field assets better thanks to real-time visibility into the location and status of these assets. Plus, they can even photograph assets as proof for customers or insurance purposes. This can help to reduce costs associated with loss or damage.

#3: Improved customer service

Keeping up with customer expectations is essential in this day and age. 🤝

The right software can improve customer service in a number of ways:

  • Improved communication: Digital tools boost communication with customers by sending updates and alerts via email or text message. This reduces response times and improves the overall customer experience.
  • Real-time updates: Similarly, you can provide real-time updates on the status of service requests, allowing customers to see when their request has been assigned to an engineer and when it is expected to be completed. This improves transparency and customer satisfaction.
  • Self-service portals: Some solutions include self-service portals that allow clients to submit service requests and track progress online… As well as access their full job histories, job cards and certificates. This hugely improves convenience and speeds up the request process.
  • Feedback and reviews: You can even use it to gather and manage customer feedback and reviews, giving you key insight to identify areas for improvement and make necessary changes. This can help to improve customer satisfaction and loyalty.

#4: Improved bottom line

Last but not least, is the impact on the bottom line. 📈

Here are some of the ways gas engineer software improves the bottom line:

  • Increased revenue: The right software will help you increase revenue by improving efficiency and productivity. For example, by reducing response times and improving the speed and accuracy of service delivery, you can take on more work and serve more customers.
  • Improved business intelligence: Intelligent reporting provides financial information, such as work-in-progress (WIP) reports and profitability forecasts, whilst at-a-glance dashboards provide snapshot information of progress and availability.
  • Improve cash flow: Get paid faster by updating jobs and issuing invoices on-the-go (or by automating them).

If you’re convinced of the benefit, you can find out more about the BigChange platform here. Trusted by 50,000 field service workers and back office personnel, BigChange is the leader in job management software.

Alternatively, let’s look at some real-world examples. 👇

REAL-WORLD EXAMPLES OF GAS ENGINEERS USING SOFTWARE TO SAVE TIME AND MONEY

Here are a few examples of real life results:

Gas Smart Heating boosts efficiency by 25%

Before moving to BigChange, Gas Smart had a tool in place, but it quickly proved to be insufficient: 

“Our old system was fine at the start, but as we began to recruit more engineers it was clearly not up to the job. What we really wanted was a single system that would do everything.”

“The thing about BigChange is that it can match the functionality of systems costing hundreds of thousands of pounds used by national utility firms. This allows new independent players like Gas Smart Heating to enter the market and match the levels of service provided by the traditional suppliers,”

📕Read more about how Gas Smart significantly improved efficiencies here.

Heatforce boosts customer service and business performance 

Before using BigChange, Heatforce relied on several separate systems, spreadsheets and paper records that led to an enormous burden as the company expanded. 

“We were inundated with paper and with separate systems it was proving increasingly difficult to manage operations so we knew we needed to completely overhaul everything.”

“BigChange has completely transformed the way we work; having everything in one place with live information at our fingertips gives us a level of control way beyond our original expectations.”

📕You can read more about how BigChange transformed operations here. 

MHL heating engineers improve admin efficiency by 90%

In expanding nationally, MHL set out to outsource as many workflows as possible. Through BigChange, the company has transformed efficiency by as much as up to 90%. 

“Our engineers are connected in real time to receive and complete jobs, including digital certifications. For our clients, everything is completely seamless and with instant, fully digital reporting including photographs from site, we can meet even the most stringent reporting requirements, including those of facilities management who in turn have to report to their own clients.”

📕You can read more about MHL’s success here. 

CHOOSING THE BEST GAS ENGINEER SOFTWARE

While there are a few gas engineer software solutions out there, not every solution is built the same. Here are the best features to look out for:

  • Is it an all in one solution? For example, does it include job tracking, invoicing, GPS tracking, and CRM?
  • Can engineers update jobs in real-time via a mobile app? Check to make sure there is a mobile app and at the same time, make sure the tool is easy to use.
  • Can it store gas safety documents (safely and securely)? Does it provide an easy to access digital library of COSHH certificates, safety documents, and more? 
  • Does it automate essential workflows? For example, can it trigger alerts to notify engineers when new jobs arrive on their mobile device? And can it send customers notifications? 
  • Can it streamline invoicing? And does it enable you to issue an invoice and job sheet as soon as the job is complete? Also check if it easily integrates with other systems, such as Xero. 
  • Does it capture customer CRM data? Can you view customer quotes and invoices? And provide real-time engineer and job status updates? 

📕Related: How to choose the best gas engineer software. 

READY TO ADD GAS ENGINEER SOFTWARE TO YOUR TOOLKIT?

The right solution eliminates as many manual processes as possible from your day-to-day work, saving you precious time and effort. 

In short, the right software will pay for itself very quickly. 

To get started researching and comparing different options, seek recommendations from colleagues, and take advantage of demos offered by software vendors.

You can even book your first demo right now. 

BigChange helps surface repair specialist Prymo double business

Posted on by Martin Port

PRYMO SURFACE SOLUTIONS HAS DOUBLED THE SIZE OF ITS BUSINESS IN JUST SIX MONTHS FOLLOWING THE IMPLEMENTATION OF A BIGCHANGE JOB MANAGEMENT SYSTEM.

Offering a complete repair, restore and resurface solution for any type of surface, Prymo has dramatically increased productivity in the office by eliminating paperwork and introducing automated workflows. The system also gives management complete visibility of the operation 24/7, as well as the ability to produce in-depth business critical analytics at the touch of a button. 

“Committing to BigChange was a big step but it was all about mindset,” commented Prymo Managing Director and founder Jasen Jackiw. “I knew the system did everything we needed, and more, so it was a bit like a symbolic burning ship. By signing on the dotted line, I was getting rid of the worries and the ‘what ifs’ and committing to making the company a success. And that’s exactly what happened; with BigChange we are going from strength to strength and the system just keeps on delivering”.Jasen Jackiw, Managing Director and founder of Prymo

“BigChange has also empowered and motivated us as a team,” he continued. “This has transformed the feel of the business from a small company to one that can provide a more corporate, larger-company experience – but retaining the personal touch.”

Based in Manchester, Prymo is the largest repair and resurfacing company in the north-west. From small damage repairs to full facade solutions and work packages, Prymo offers a complete surface repair, coatings, restoration and cleaning solution for organisations such as Balfour Beatty, English Heritage and Manchester City Council and has just committed to a 25% growth in its mobile team to drive future expansion plans.

The BigChange job management system, which incorporates customer relationship management (CRM), job scheduling, live tracking, resource management, job finance and business intelligence, has replaced a number of disparate systems including spreadsheets, sales management software and multiple apps with one simple to use and easy to integrate solution. The use of real-time tracking in combination with intelligent routing and scheduling is ensuring efficient job planning and communication with customers and technicians, armed with mobile phones running the BigChange app, can access a huge variety of customisable job sheets and workflows whether they are working on large construction projects or in retail environments.

Prymo has also halved the cost of its internal account management thanks to BigChange. By eliminating menial administrative tasks, staff have been freed up and redeployed to work on customer service and business development.

“By investing in BigChange we have invested in our staff and we have committed a 110% to BigChange and therefore the business and its people,” Jackiw continued. “As a result, we have made people’s jobs easier so we have less problems. Less problems means a happier team with a better mindset and this means a more productive workforce.”Jasen Jackiw, Managing Director and founder of Prymo

Happy dealiversary to us!

Posted on by Martin Port

On 4th February, we will celebrate two years of partnership with our brilliant owner/investor, Great Hill Partners. That’s two incredible years of growth, innovation and success.

When I look back and see all that we have achieved together, I’m blown away.

Like many entrepreneurs, I had some preconceptions about private equity. I’d heard the horror stories: founders losing control and companies being pulled in the wrong direction. My experience couldn’t have been more different. We raised £75m to supercharge growth, valuing BigChange at £100m. Great Hill have always operated with integrity, with the best interests of the business at heart, and their support has surpassed all my expectations.

The deal has been a gamechanger for me, my colleagues, our customers, and our future.

Last year, I posted about our experience with Great Hill, one year in. Since then, we have continued to thrive. I want to thank Drew Loucks, Chris Busby, Greg Stewart, Ryan O’Malley, and Pablo Ramirez for all their support. I also want to thank our exceptional CEO Richard Warley, who was introduced to me by Great Hill. He’s added such value to the business and his leadership has been transformative as we enter this new chapter of growth.

Great Hill’s support over the past 12 months has been invaluable in two key areas: marketing and technology. Suaad Sait at GHP has been our point man on marketing. His experience helping fast-growth companies like Rackspace to grow has been such an eye-opener. He has helped create over $15 billion in value over the course of his three-decade career. We are extremely lucky to have him on board.

On the technology side, our non-executive director Mike Profit has brought a wealth of experience and advice. He’s been driving growth at US-headquartered start-ups and blue-chip companies for more than 25 years.

Over the past two years, BigChange has doubled in size. That recurring revenue growth has been accompanied with an increase in headcount to support that growth. Great Hill recognised that we had an opportunity to grow faster, and provided extra investment to support that growth. As we look to the future, we are well-capitalised and every team has the firepower it needs to grow and succeed.

Great Hill is opening an office in the UK as we speak. Drew and his family have relocated permanently. This is an incredible development for fast-growth firms across Europe. Every midmarket entrepreneur that wants to go places should speak to Great Hill.

“Great Hill has been investing in Europe over the last 20 years,” Drew tells me. “Given the amount of strong entrepreneurs like Martin, we felt that now was the time to put a more concerted effort to build more of those relationships.”

It will be exciting to watch Great Hill add value to even more businesses as they grow their presence here.

Happy dealiversary to BigChange and Great Hill. Here’s to many more years of success.

The relationships you build today could last a lifetime

Posted on by Martin Port

In business, relationships are everything. Something incredible happens when two people connect, listen to one another, and try to help each other succeed. An enduring bond is formed in those moments.

I know this because I have been fortunate enough to meet many incredible people throughout the course of my career. These people have been colleagues, customers, investors and even rivals. The amazing thing is that those relationships have lasted years – even decades.

The impact of these relationships is huge – and cumulative. Your network of fascinating, talented people snowballs over the years. Customers that I met when building my last business, Masternaut, over 20 years ago have followed me to BigChange. Brilliant people who have worked alongside me on previous ventures are now integral to BigChange’s success today. People that I meet at events and exhibitions often become valued business partners or suppliers – if not immediately, then often down the line.

People have long memories. We have all had conversations with friends or colleagues who warn us off working with someone because they had a bad experience with them many years previously. There’s a reason for the old adage – “Be nice to people on your way up because you meet them on your way down”– we never forget the bad bosses, the times we were side-lined or patronised. But equally, we remember all the people who were kind, honest and fair.

It is my belief that the most powerful and enduring relationships can only be forged face-to-face. It’s rare to remember someone that you’ve only met via email or online. And a lot can be lost in translation when you communicate digitally. All those non-verbal cues are lost, the tone is different, and there’s little opportunity to find common ground. Small talk gets a bad rap, but it can be a great tool for breaking the ice, creating friendships, and making people feel more comfortable. One 2020 study in California found that chatting about non-work-related subjects even makes people happier in their jobs. No wonder that six out of 10 workers said they missed “watercooler moments” in the office during the pandemic.

I’m saying this as the founder and chairman of a technology company. Yes, we make software, but we will never lose our human face. There will always be opportunities to meet us in real life, or at the very least hear our voices down the phone. Email and chat functions are great, but you can’t laugh together at a joke or show empathy through a screen. 

I’m always telling my colleagues at BigChange to get out there and meet customers. When I mentor other entrepreneurs, I tell them the same thing – spend time with your customers and teams. There really is no substitute for getting out there and talking to people.

So, if you have been putting off having that coffee with so-and-so, dropping in on a colleague, or visiting one of your shops or manufacturers, let today be the day that you prioritise relationships, and get out there. 

Chairman’s spotlight on… Graham Nixon, CEO of Nixon Hire

Posted on by Martin Port

In life, patience is a virtue. In business, impatience can be even more valuable.

When you want your company to grow, to modernise, and to evolve, you can’t sit back and wait for things to happen. You have to drive that change. You must motivate your people and inspire them to be their best. It is your energy and sheer force of will that catalyse to bring new ideas to life.

When I met Graham Nixon 15 years ago, I recognised a kindred spirit. Graham is a self-confessed “impatient man”. “I embrace change,” he tells me. “I believe in action first – perfection will follow. Change is what gets me out of bed in the morning.”

Graham became CEO of his family business 12 years ago. Nixon Hire was founded by his father John in 1967. “He sold my mum’s car to raise the collateral to start the business,” he explains. “He used to be a sales representative for a company selling vibrating pokers and he saw an opportunity to offer rental too.” Nixon Hire grew to a single depot offering plant and vehicle hire. Today, Nixon Hire offers plant rentals, site accommodation, toilets, welfare cabins and more, serving the whole UK from 13 depots and employing 520 people.

Graham wasn’t just parachuted into the CEO job; he started as a fitter and worked his way up. During that time, he founded a bunch of other companies which taught him all about entrepreneurship – the highs and lows. Impatient to prove his mettle, he and his siblings even started a site services business, which became so successful that it was bought by Nixon Hire.

Nixon Hire became a BigChange customer in 2014, and I have watched the business grow and flourish. “I’m always trying to modernise and improve the business,” he says. “When we started using BigChange, it had a massive impact. No more paper. All our reporting is real-time. Who would have thought that a fitter in a workshop would be using software like this? But now they can’t imagine life without it.

“I am a great believer in getting from A to B in the most efficient way,” he continues. “Today, we integrate many parts of the business on the BigChange platform. 

“My ultimate business objective is to have perfect assets, always available for hire, and BigChange lets me deliver on that goal.”

Graham’s strength of character has shone through as the business has become increasingly adept at targeting individual sectors, such as events or retail. He introduced the innovative welfare cabin – an all-in-one product offering a generator, cabin and toilet in a single unit. The response has been incredible.

Graham never stands still; he’s always thinking about the next big thing. “Right now, we’re building up our renewables business,” Graham tells me. “Our solar pod, which allows customers to use the power of the sun to replace a diesel generator, has been hugely popular.”

Under Graham’s stewardship, the business has gone from £27m in revenue to £85m. “We have added more divisions, and pushed to get maximum utilisation out of every depot,” he says. “This industry is fiercely competitive, with people fighting over the price of a sandwich on kit, so efficiency is key.” 

Graham has created a model that can be replicated anywhere. “We are currently supplying to most parts of the UK right now but need to strengthen our depot presence to make us more efficient and better placed to serve our customers.” This year, the business will hit another milestone: £100m in turnover.

This is the power of impatience

Entrepreneurs, your communities need you

Posted on by Martin Port

“Service to others is the rent you pay for your room here on earth.”
 
The legendary boxer Muhammad Ali said these words back in 1978. They have always resonated with me: I am a great believer in giving back.
 
Throughout my career, I have always tried to carve out time to support charities, fellow business owners, and my local community. When you’re building a business and working every hour of the day, cramming more into your to-do list may sound like madness – but I have found these experiences to be rewarding, eye-opening, and life-affirming.
 
Many studies have found a strong link between giving and happiness. Whether we are spending money on others instead of ourselves or giving our time to those that need it, the results are undeniable: a marked increase in wellbeing. There’s even evidence showing that elderly people who help those around them tend to live longer
 
Over the past year, I have doubled down on my efforts to make a difference in my local community. I am now President of a Leeds Synagogue, and I’m supporting a their Kosher Bakery, which makes the most incredible speciality breads,  bagels, cakes and doughnuts. Juggling these roles around my chairmanship of BigChange isn’t always easy – I work most evenings and Sundays – but I love it.
 
As the founder of BigChange, I’m able to make a real difference to businesses like these. I created the platform to simplify and streamline processes, eliminate paper, and help organisations become more efficient, so it won’t surprise you that both the bakery and synagogue are now customers. 
 
BigChange is now so much more than a mobile workforce platform – it’s also a facilities management tool, a members management system, and a health and safety resource. The synagogue has around 2,000 members and BigChange has replaced five separate software packages with a single system. As you can imagine, maintaining such a large building can be challenging. With BigChange, we can be more proactive, creating a planned preventative maintenance schedule, which means we never reach breaking point.
 
I used to run a bakery business, and it’s been great to draw upon this experience to help the Street Lane Bakery. The bakery now uses BigChange technology to track its delivery van, find the most efficient routes and flag when customers get their bread, but it’s also handling rotas, finance, and health and safety in the bakery and shop, which is massive when you’re dealing with food hygiene. We do all this without using a single sheet of paper – previously, bits of paper were constantly passed back and forth.
 
I love using my experience as an entrepreneur to help others, and it’s so exhilarating watching the technology I created make such a difference to these charities. Right now, times are tough for many business owners, so if you have skills and resources that you can share, make the time. You won’t regret it.
  
 #community #entrepreneurs #technology

Benefits of digital job cards (+ free field service job card template)

Posted on by Martin Port

Job cards play an essential role in day-to-day field service management, covering all the essential job information. 

Why?

Because without a job sheet to hand, work orders might be delayed, essential information is missed, and miscommunication between engineers and back office staff is rife. 

This is where digitising your job sheets comes in. 

By using digital solutions like job management software, you can create digital job cards at the click of a button, and ultimately improve the productivity of the whole team. 

But what is a digital job card? What are the benefits? We’ll cover this below. Plus, you’ll get a free copy of a best practice field service job card template.

Let’s get into it. 👇

What is a digital job card? (For field services)

Traditionally, job cards are paper-based. But like with any paper-based process, it’s prone to issues and human-error. On the other hand, a digital job card can be viewed, edited, and updated in real-time by any team member – including engineers and back-office staff. And you can even send a copy, instantly, to the customer too. 

What’s more, you can access them on a mobile device. Mobile job sheets are game changers for your field based team. Engineers can quickly take photos, take signatures, provide documents to customers and more. 

How do digital job sheets work?

Essentially, digital job sheets replace your paper-based job cards with a digital version – usually stored in the cloud via a job management software platform. 

It ensures all work is completed without any missing sheets or unreadable handwriting. It also means that any errors or problems in work can be acted on straight away. 

A system (like BigChange) would take your existing job sheet/cards and turn them into documents that are created and accessed online. And as the job is being completed, back office workers and customers are able to see real-time updates.

❌You might think sticking to paper-based job sheets is fine for now, but be wary of these key challenges. 

Challenges of using paper-based job cards

To put it bluntly, paper-based job cards are an accident waiting to happen. Notorious for sporting scribbled-out writing, oil marks, and spelling mistakes, they can be widely inconsistent and miss vital information. 

Key job details might be misread due to poor handwriting. Not to mention presenting an unprofessional look and feel for customers 

All of this adds up to a lot of headaches for back office workers. 

🔖Related: Going paperless: What does it really mean for field service management?

With this in mind, what does a good job card look like? 

What does a good digital job card template look like?

A good job sheet process gathers all the information (in one place) accurately, consistently, and in real-time. 

A typical digital or mobile job sheet includes: 

  • Name of the job
  • Company logo
  • Date 
  • Customer details
  • Location of the job 
  • Details of the job (images, description, notes, serial numbers)
  • Quote/estimate for the job
  • Paid/unpaid job 
  • Cost of materials used
  • Attachments such as images and documents 
  • Engineer and client sign-off

In fact, it might look a little something like this job sheet template:

🔽You can download a job card PDF version of our job sheet template here.

Now that you know what one looks like, let’s get into the key benefits of digital job cards. 

Benefits of digitising job cards

Digital job cards have plenty of benefits. Here are a few of the most important:

  • Real-time information: Job information is sent to the back-office in real-time, so they have true visibility of progress against the plan.
  • Cloud-based: Create new jobs in the field, enabling you to respond quickly to customer requirements as they arise. You can even see on-site information in real-time. 
  • Photo and signature capture: Easily capture proof of work, and capture signatures before, during, and after work.
  • Documents on demand: Mobile workers can access documents, images, and diagrams in the field. 
  • Win back more time: Save a huge chunk of admin time by entering information digitally rather than writing it all up.
  • Reduce risk: Having a digital job card system limits risks, such as losing handwritten notes, and ensures all information is captured first time. 
  • Mobile app: App users can view the history of jobs against any customer, with valuable insight at the tap of a screen. You can also take photos, scan barcodes, and more.
  • Reduce waste: Automating manual processes like job cards has a positive impact on reducing waste and saving on paper.
  • Maintain high standards: Ensure consistent service standards and protect your brand image with branded job cards. Plus, you can bill customers within minutes. 

In short, digital job cards are immediately available to the customer and act as a single source of truth if there are any queries regarding the job. And because they are permanently held on your CRM, they are always available as a key source of information you can search through any time. You can even attach an invoice to it before issuing it to the customer. 

In fact, one thing our clients love about digital job cards is that they help ensure engineers have all the information they need for each and every job:

“The engineers know in advance what their day looks like and they know they have the information they need to deal with each and every job. With BigChange, even the back-office staff know they have the tools they need to get the job done from scheduling to keeping the customers informed and managing cash flow.”

Adam Redgwick, Sales Director, Warmaway

Digitise job cards with BigChange

We hope this blog has convinced you of all the ways digital job cards will benefit your business. 

You can do all this and more with BigChange. The BigChange system automatically generates standard job cards, featuring data captured in the field. 

You can choose the information that will be displayed on the job cards and even personalise with your company logo, custom fields and branding. 

And even if you have an existing job card template, you can simply import it directly into BigChange’s job sheet software. Alternatively, BigChange offers a custom design service. 

Replace your traditional paper job sheets with digital versions

6 ideas for your 2023 job management approach

Posted on by Martin Port

In the fast-paced field service industry, everything revolves around how quickly engineers, back-office staff, and other team members can get the job done, and get it done right. 

That’s why we expect 2023 to place even more emphasis on speed, accuracy, automation, and quality. 

To help you achieve just this, this blog looks at six ideas for your job management approach in 2023. 

But first, let’s look at what’s driving change. 👇

Why job management is set to change in 2023

There are two drivers prompting a need for immediate change in field service management:

  • Changing customer expectations
  • Economic challenges

Changing customer expectations

Across all industries, customer expectations are high. Field service businesses are no different:

  • Customers now expect better communications. In fact, 75% of customers think that fast response times are the most important part of the customer experience.  
  • They want jobs completed first time. When first-time fix rates drop below 70%, businesses notice a 10% deterioration in customer retention rates.

But those that do prioritise customer service actually enjoy 5.7 X more revenue than those that don’t.  

Economic challenges

The aftermath of the pandemic, heightened fuel costs, supply chain issues and sky-rocketing utility bills are just a few of the challenges facing businesses in 2023.

The bottom line? These challenges slow down operations, reduce cash flow, and severely impact profit margins.

While this may paint a doom and gloom picture, it can be an opportunity for growth too. 

In fact, the past 12 months have seen more field service management businesses innovating and accelerating the use of new ways of working than ever before.

Let’s dive into some examples of how.

6 ideas for your 2023 job management approach

Here are just a handful of ways that field service businesses are maximising operations and boosting customer experiences, that we expect to continue throughout 2023:

Job management idea #1: Improve time management

When managing a field service business, managing time properly is everything. After all, poor job scheduling can lead to poor customer experiences, damaged reputations, and lost clients.

What’s more, it impacts your profits. Low engineer productivity and available engineers not being assigned to jobs = missed income opportunities.

On the flip side, it’s not great for your engineers’ morale or job satisfaction if they become overloaded due to poor job management either.

Actionable tips: 

💡 Plan ahead. Think about jobs as a whole, not just the resourcing of them. For example: What parts or equipment will be needed? What are their lead times?

💡 And avoid using too many manual and paper-based processes in your day-to-day workflows.

Job management idea #2: Schedule routes more efficiently

With pump costs set to continue to be high in 2023, finding ways to reduce fuel costs will be key to cost savings. But also, it prepares field service businesses for meeting government requirements on reducing carbon footprint. 

Actionable tips:

💡 Go digital. A digital scheduling assistant can help get the right engineer, with the right skills, to the right place, by the right route, and streamline job management.

💡Monitor your team’s driving behaviour. With tools like BigChange, managers can set driving behaviour alerts and view driver data, in order to curb idling, speeding, and harsh acceleration.

Not only does this keep your people safe on the road, it also cuts fuel costs and emissions. For instance, driving at 55mph uses 25% less fuel than driving at 70mph.

Job management idea #3: Improve engineer and back-office communication 

With the majority of field service workers being out in the field, creating a collaborative work environment with healthy communication can be difficult. Yet immensely important. Your workers can only be as successful as the information they have access to. 

Actionable tips:

💡 Provide your team with field service management software that has real-time data to resolve any communication challenge in one fell swoop.

💡 Use a tool that plugs into accounting software so you can quickly invoice once a job is complete.

💡 Leverage a strong CRM system that’s mobile so that all customer interactions are stored in one place and everyone can quickly access them when speaking to a customer. 

Job management idea #4: Make use of the right software and tools

If you are in the field service management industry, one of the main causes of reduced performance could solely be the tools you are working with.

Actionable tips:

💡 Consider whether the software tools you use have the capacity and features you need to achieve your goals in 2023. You may need a more comprehensive platform as your business grows and changes. 

💡 If you’re using several tools, spreadsheets, and manual methods, consider switching to an all-in-one solution to manage every area of your field service business. If you’ve a range of tech-abilities within your business, it’s easier for people to learn and manage a single platform. 

Job management idea #5: Empower mobile engineers

Field service engineers are the face of your company. Their capabilities on the job are critical to make or break the customer experience. 

That’s why they need the right information, the right tools, and the right parts to do the job to a high standard, and the first time they attend the site. This is where digital solutions come in. 

Actionable tips: 

💡Job management software, mobile apps, and the right tablet are just some of the tools that simplify and speed engineers in the field – ensuring responsiveness, continuity of service, resolving issues sooner, and making them more productive and cost-effective.

💡 Be prepared to react on the go. These tools also allow you to make the most of opportunities when in the area, or to add additional jobs for the customer whilst on site, to maximise efficiency and ensure correct billing.

Job management idea #6: Consider planned preventative maintenance

Unplanned downtime can cost companies hundreds of thousands of pounds. That’s why it’s critical to ensure equipment functions at optimal performance levels, at all times. 

Here are ways field service businesses tackle vehicle maintenance but you could apply this approach to machinery and client systems — client maintenance may be essential for compliance and legal requirements so this is one you can’t ignore!

Actionable tips: 

💡 Engineers could complete daily vehicle checks and record results on their mobile or device. These reports help fleet managers spot problems before they become a major, costly problem or stop the vehicle being on the road, potentially putting engineers out of action.This prevents the need to hire vehicles or jobs need rescheduling.

💡 With some tools, you can also set alerts against any defects so that the fleet manager can immediately action them and keep the driver informed at the same time.

What’s more, it also reduces safety risk to your engineers. And can save on fuel costs. Did you know, tyres are responsible for around 20% of a vehicle’s fuel consumption?

Key takeaways

With these job management ideas, hopefully you can see exactly how you can improve operations, boost efficiency, and ultimately book in more customers. Of course, this all supports better cash flow and increased revenue.

💡Final tips

  • Set time aside in the day to check job progress and team updates.
  • Use a job management tool to track jobs, vehicles, and more.
  • Update your website with any new testimonials and case studies. 
  • Work with the most accurate and up-to-date information to make real-time decisions
  • Listen to what workers are saying – get feedback from them on how processes can be improved.

Your next steps

Ready to take job management digital? If you’re in the market looking for a job management software solution to do all the heavy lifting, check out this blog first: Top 5 must-haves when choosing job management software.

Add BigChange to your shortlist. And see why hundreds of field service businesses choose us by booking a personalised demo right here.

BigChange celebrates its 10th birthday

Posted on by Martin Port

New Year’s Day 2023 is a very special time for BigChange: we will celebrate our tenth birthday. In the beginning, it was just me, my wife Amanda, Andrew, Johann, Anthony, Roger, Matt, Edward, Simon, George, Francis, Alex and Jerome. We now employ more than 230 people and almost everyone from that start-up team is still with BigChange today.

It’s hard to believe that our first ever business plan aimed for just 100 customers across Europe – and we thought that was ambitious. Our technology now supports 2,000 customers hailing from as far afield as Australia and Canada, with 80,000 users on the platform.

To celebrate this landmark birthday, I’d like to share a bit of our history – a timeline of all the important milestones. It’s been an awesome journey!

2011 – The year I sold my last business, Masternaut. But I wasn’t ready to retire at 50. I soon began work on a new start-up: BigChange.

2013 – I launch BigChange on New Year’s Day. Technologist and co-founder Johann Levy, who developed the first iteration of JobWatch and is still our Head of Innovation today. Watch a younger Martin Port introduce JobWatch https://youtu.be/L2u7TwV_GNA

2014 – Over the past 18 months I have raised over £1m in growth funding.

  • Revenues grew 300% this year and we really hit our stride.

2015 – We enable one-man bands to grow into national players. Michael Taylor at pest control specialist Contego https://www.linkedin.com/pulse/chairmans-spotlight-michael-taylor-founder-ceo-contego-martin-port/?trk=pulse-article_more-articles_related-content-card began using BigChange this year. In 2022, he employs 140 people.  

2016 – BigChange wins the BigChip Award 2016 for best B2B eBusiness project.

2017 – We now have 600 customers, ranging from local councils to utility companies, with 15,000 individuals using the technology. This was the year we won our first international customers in France and the US too.

  • Listing in the Deloitte Fast 50 Tech Track – a list of the fastest-growing technology firms in the UK. We were the only tech company in Yorkshire to make the Top 50.
  • We launch our Motivational Monday initiative, inviting inspiring people from all walks of life to come and share their stories with the team. Over the years, we have welcomed Falklands war veteran Simon Weston CBE; Kevin Keegan OBE, football star and manager; and the model turned entrepreneur Caprice. 
  • The year of our office move! Our new headquarters in Thorpe Park Leeds allows us to double our workforce from 70 to 170 over three years.
  • We feature in the Sunday Times Hiscox Tech Track 100 league table, which ranks Britain’s private technology, media and telecoms companies with the fastest-growing sales – we made the ranking in 2019 and 2020 too.
  • We launch our Road Safety Leaders for Life campaign in Partnership with Brake, the road safety charity.  

2019 – BigChange pioneers the 4.5-day working week. Our Flexi Friday initiative was a huge hit with the team.

  • The BigChange Network launches in April 2019 to make it quicker and easier for organisations to win new business and collaborate with suppliers and contractors. 

2020 – BigChange wins the Queens Award for Enterprise in the innovation category. This is one of the highest official honours for companies in the UK.

  • We launch the BigChange University, pioneering a new online training curriculum and inviting customers to take part in free sessions to learn how to make the most of our technology. More than 2,500 students enrol in that first year.
  • We hire 30 new team members, despite two national lockdowns and a recession.

2021 – We raise £75m from Boston-based Great Hill Partners. The deal values our business at £100m and supercharged innovation.

  • I move into a chairman role at BigChange, appointing the brilliant Richard Warley as CEO.
  • BigChange wins the coveted Best Companies to Work for award, gaining recognition for being an outstanding employer. We also win the Yorkshire Post’s Best Company 2021 in the £10m to £50m category. In the GP Bullhound Northern Tech Awards 2021, BigChange is recognised as one of the Top 15 Fastest Growing Larger Technology Companies in the North of England Scotland and Ireland.

2022 – BigChange launches its Channel Partner Programme, which will help to accelerate international growth.

  • BigChange takes a major step on the road to Net Zero, carrying out its first carbon audit and putting in place a carbon reduction plan. We will be carbon neutral this year through offsetting.
  • BigChange won Business Enabler of the Year at the Lloyds Bank British Business Excellence Awards, which are the ‘Oscars’ of business awards.
  • We also retained our coveted Best Companies to Work for award.
  • This year, we hit the incredible milestone of £500,000 in charitable contributions.

Over the past decade, we have forged lasting partnerships with some incredible companies. From Sunbelt Rentals, the UK’s largest rental equipment company, to household names like Dyno-Rod and public sector organisations like Sheffield City Council. We are the platform that underpins their growth and drives efficiency and productivity. Over the coming years, we will continue to attract more enterprise clients, while also supporting the growth ambitions of smaller companies.

We have done our bit to help some brilliant organisations through our corporate social responsibility scheme, such as: Transaid, the international development charity; Business in the Community; road safety charity Brake; Living Potential Care Farm; national hearing loss charity RNID; and homelessness charity St George’s Crypt. Philanthropy will continue to be an important part of our work here at BigChange. 

We have a world-beating product, an unbeatable proposition and we are streets ahead of the competition. Over the coming decade, we plan to hit a billion-dollar valuation, and become a “unicorn”. Huge thanks to our incredible customers and the first-rate team here at BigChange for a decade of excellence. Here’s to the next 10 years.

Season Greetings from all at BigChange

Posted on by Martin Port

Season Greetings from all at BigChange.  As the year comes to a close, I hope that the holiday season brings you joy, peace, and time to relax with loved ones.

I am grateful to have such an engaged and supportive readership, and I look forward to continuing to bring you informative and thought-provoking content in the year ahead. Thank you for joining me on this journey, and I hope you enjoy reading my most popular blogs of the year.

I am excited to share the top-performing articles from the past year. These are the pieces that resonated most with my readers and generated the most engagement and discussion.

First on the list is We all deserve a chance. This post was all about the chronic shortage of opportunities for people with physical disabilities and learning difficulties. This received an overwhelming response from my audience. Next up is Don’t wall yourself off from your team. Most modern bosses are no longer found on the battlefield but in the boardroom – but the lessons from ancient times are as valuable today as they have ever been. You need to have a rapport with your team, and you need to spend time in the mix with your colleagues to stay close to the inner workings of your business. This is why I am such a fan of an open-plan workspace, where leaders sit beside colleagues, not in their own offices. And finally, No more empty desks sparked some interesting debates among my readers.

2022: a year of growth, energy, and customer obsession

As another year draws to a close, I’d like to reflect on all we have achieved here at BigChange. This year has surpassed all our forecasts – like many business leaders; we expected a difficult 12 months because of political upheaval and the sudden biting recession and cost of living crisis.

Despite these challenges, our team has outperformed our wildest expectations, our customers have thrived, and our ground-breaking technology has attracted many new businesses – large and small – into the fold. Our customer numbers are up, revenues are soaring, and we are moving ever closer to our ultimate ambition – to be a “unicorn” business and the global brand leader in our industry.

I look forward to continuing our relationship in the new year and working together to create even more success. Wishing you all the best.