BigChange has revolutionised BOBST customer service

BOBST at work

Bobst, the global packaging equipment and services company, has introduced the latest mobile workforce management technology from BigChange to improve its customer service offer.

The app-based system has eliminated traditional paper timesheets and Bobst Technicians and product specialists now manage all work activities and travelling time on their smartphones. The workforce app links in real-time to the BigChange cloud-based back-office management software that handles everything from work scheduling and routing, to fleet tracking and machinery safety alerts.

Thirty Bobst personnel operating across UK, Ireland and Scandinavia, are using BigChange-equipped smartphones. The introduction of electronic timesheets has boosted customer service for Bobst, as well as saving considerable time and ensuring quicker, more accurate invoicing. Previously they completed paper carbon-copy-type timesheets that were posted to the office by the field service personnel and manually transcribed by a team of three people, prior to invoicing.

Alan Letford, Head of Customer Services at Bobst UK and Ireland Ltd commented:

“The introduction of the BigChange system to replace paper-based processes has had a significant and far-reaching impact across the business and especially in customer service,”

Alan continued:

“We now have up to the minute, accurate data reporting, with Time sheets signed-off by customers on the app. That means we can send an immediate confirmation to the customer and raise an invoice straight away.”

“Timesheets and job-cards are automated saving a huge amount of time. Previously it could take up to three weeks to get an invoice processed; now it is pretty much instantaneous. There is less ambiguity now and invoice disputes have been reduced as everything is much clearer from a customer perspective.”

Bobst Technicians all drive company cars and BigChange incorporates vehicle tracking giving customer service teams a real time view of the whereabouts of all the company fleet. Soon customers will receive automated notifications on the expected arrival time of their Technician. The tracking also allows business versus personal mileage to be recorded at the touch of a button and monitors driving behaviour from a duty of care perspective when on the road.

With Technicians maintaining equipment at customer sites, health and safety is an important aspect of the customer care provided by Bobst UK and Ireland Ltd. Alan Letford is also Head of Health and Safety at Bobst and has taken a lead in introducing safety procedures. Recently accredited as an Alcumus ‘Safe Contractor ‘member, Bobst has developed health and safety functionality within BigChange. This allows Field Service Technicians to send confirmation using the correct PPE, Risk assessments and any identified safety issues – such as a serious Health and Safety machine defect – direct from their smartphones. The system requests sign-off with a customer signature on-screen and then triggers an automated advisory letter.

Alan Added:

“It would be fair to say BigChange has revolutionised our customer service and given us a really useful tool to support our health and safety accreditation. It’s fantastic that BigChange is so easy to use and simply available on a standard smartphone or tablet.”

“We are currently the only Bobst Customer Care centre to introduce electronic timesheets and the team at BigChange have been very responsive in enhancing their software to meet our needs”.

BOBST BigChange Van

CEO’s Blog – BigChange Customer Bobst Celebrates 125 Years of World Class Service

Bigchange customer bobst celebrates 125 years

A FANTASTIC MILESTONE, BigChange customer BOBST is embarking on this anniversary with its sights focused firmly on the future.

From autumn 2015 to autumn 2016 it will hold a year of events running under the motto “125 YEARS: FOR THE NEXT GENERATION”. BOBST has chosen this slogan first of all to thank its customers who have placed their trust in the brand for 125 years. It is also to pay tribute to its staff, whose enthusiastic work has given the brand’s products and services their renowned excellence.

Innovation is written into the company’s DNA, it is at the core of its strategy and has resulted in close to 1’350 patents. Today, BOBST offers equipment which provides a targeted response to its customer’s individual requirements.

Its digital print systems open up new, highly profitable, outlets and give manufacturers as well as brand owners innovative solutions, especially in personalized production and short runs of packaging and labels.

“The phrase that exemplifies BOBST is ‘People – Knowledge and Values’ because it is the people of our Group and the vast technical knowledge they have which translates into success.”

Jean-Pascal Bobst, CEO of the Group and great-grandson of the company founder.

BOBST places customer satisfaction at the centre of its operations and has been one of the first manufacturers to offer a complete range of services.

The Group intends to keep on investing in its personnel and launching new products to meet the needs of the market and consolidate its long-term growth sustainably. The BOBST vision, based on strong human values, has always been the driver of its success and will remain at the core of the next generation’s business project.

Happy Birthday Bobst

Martin Port
Founder & CEO