CSM Magazine

AUGUST 7, 2023

The cloud-based system is used by across the company to provide end-to-end automated workflows from initial enquiry through to job completion reporting, invoicing, and customer care follow ups. “BigChange has given me this and more,” he continued. “Like us BigChange continues to evolve and adapt,” he concluded.

System 52

System Management Customer Relationship Management CRM 52

CSM Magazine

JULY 10, 2023

“Before BigChange we relied on carbon copied worksheets, which meant we had to wait for the completed paperwork to make its way back to head office and then had to manually enter the details for quotations, invoicing, payroll, customer reporting, etc, etc,” commented Andy Peart, Sales and Service Director at Hodge Clemco.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

CSM Magazine

JANUARY 12, 2024

” 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 system, Lothian has virtually eliminated paper from its installation and service operation. .”

CRM 52

CRM Customer Relationship Management System Travel 52

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

CSM Magazine

FEBRUARY 23, 2023

“Before BigChange everything was paper based; engineers would fill out paper reports which office staff then had to type up before sending out to clients,” commented Maddie Carr, Service Agreement Manager at Future Group. “This was time consuming and also introduced the potential for errors. .

Groups 52

Groups Management Customer Relationship Management CRM 52

CSM Magazine

JUNE 22, 2023

In the first 4 months of use, BigChange customers using the tool have saved over £1.2million; cutting 6.4 BigChange provides an end-to-end job management system incorporating customer relationship management (CRM), job scheduling, live tracking, mobile app, financial management, and business intelligence.

Travel 52

Travel Customer Relationship Management CRM System 52

CSM Magazine

FEBRUARY 11, 2022

Using the BigChange platform, the West Midlands company has also reduced the resource required to manage its field service operation and has improved customer service with automatic job scheduling, reporting and invoicing. Since that day the support we have had from BigChange has been excellent.”. About BigChange.

Innovation 52

Innovation CRM Customer Relationship Management Financial 52

Retently

MARCH 23, 2023

Below, we’ve compared companies with low Net Promoter Scores relative to the averages for their industries to determine which characteristics have the most significant negative impact on customer satisfaction. There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

CSM Magazine

NOVEMBER 14, 2023

.” EB Gas has now armed all field staff with a mix of mobile phones and tablets in order to access 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.

CRM 52

CRM Customer Relationship Management System Resources 52

CSM Magazine

JULY 4, 2022

Using the cloud-based platform, VME delivers 100 per cent of its client reports electronically and has moved its business to an entirely paperless system. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world.

Customer Relationship Management 52

Customer Relationship Management CRM Resources Innovation 52

CSM Magazine

SEPTEMBER 28, 2023

Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange. If you put in the time and effort, you will see results in form of reduced admin, improved efficiency and better customer service and these will all impact on your bottom line.”

Customer Relationship Management 59

Customer Relationship Management CRM Hospitality System 59

CSM Magazine

JANUARY 24, 2023

We were still manually producing paper job sheets which, when completed, needed scanning for historical reporting, and the tracking and navigation didn’t ‘talk’ to each other or other management processes. . “These systems did boost productivity and reduce administration, but only in part.

Customer Relationship Management 52

Customer Relationship Management CRM System Report 52

CSM Magazine

MARCH 22, 2023

We know where our engineers are, where they have been and where they are going next, and we have real-time visibility on works as they are being completed so we can report back to our clients.” “We had used our previous system for many years but it just wasn’t keeping pace with our requirements. .

Customer Relationship Management 52

Customer Relationship Management CRM System Resources 52

CSM Magazine

JULY 26, 2022

When I joined the business, I knew that if we wanted to protect existing contracts and secure new ones, we needed to be transparent in our service delivery and offer real-time digital customer reporting. “We looked at a few systems, but they were overly complicated and expensive,” he continued. ” About BigChange.

Company 59

Company Customer Relationship Management CRM Innovation 59

CSM Magazine

JULY 6, 2022

Using the cloud-based BigChange solution, Envirocare has boosted customer service with improved access to and sharing of time critical or site sensitive information. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world.

Customer Relationship Management 59

Customer Relationship Management CRM System Resources 59

CSM Magazine

NOVEMBER 8, 2022

Customised worksheets such as tank cleaning reports and consignment notes can be completed simply by our engineers, which is complemented by easy access to important safety information such as method statements and risk assessments via the BigChange app,” he continued. ” About BigChange.

Customer Relationship Management 52

Customer Relationship Management CRM Advertising Resources 52

CSM Magazine

JANUARY 17, 2022

Since implementing the complete job management solution, which incorporates customer relationship management (CRM), job scheduling , live tracking , field resource management , financial management and business intelligence in one simple to use and easy to integrate platform, Pinnacle can record, monitor and control every task in real-time.

Groups 52

Groups Customer Relationship Management CRM Financial 52

CSM Magazine

MARCH 30, 2022

BigChange is also helping AinsCo introduce new working practices and reporting processes with improved health and safety monitoring, including COVID risk assessments and method statements, job completion reports, complete with photographs, daily job cards and contactless sign-offs. ” About BigChange. . ” About BigChange.

CRM 52

CRM Transportation Customer Relationship Management Exercises 52

CSM Magazine

MARCH 1, 2022

Using BigChange, Morgans has achieved the highest levels of automation with the platform underpinning every aspect of the business including workforce management, customer communications, reporting and invoicing. About BigChange.

Customer Relationship Management 52

Customer Relationship Management CRM Financial Innovation 52

CSM Magazine

DECEMBER 2, 2021

Since deploying the BigChange job management platform, Trustee has also been able to deliver significant improvements in customer service by providing digital, real-time reporting from service engineers using mobile devices linked to live vehicle tracking. About BigChange.

Technology 52

Technology CRM Customer Relationship Management Financial 52

CSM Magazine

APRIL 21, 2022

Dyno-Rod implemented the BigChange platform, which incorporates customer relationship management (CRM), job scheduling , live tracking , field resource management , job finance and business intelligence in one simple to use and easy to integrate platform, at the start of the pandemic when homeworking was first mandated.

Customer Relationship Management 52

Customer Relationship Management CRM Software Resources 52

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” According to our recent SaaS Market Report , 85% of SaaS leaders are maintaining or increasing CS budget as a result of the downturn.

Industry 52

Industry Conference Fashion Customer Success 52

CSM Magazine

NOVEMBER 2, 2021

Our clients are also now much more demanding when it comes to reporting on jobs – they expect accurate and real-time reports. The software guides field operatives through procedures on site ensuring everything is done correctly with consistent and complete reporting every time; backed up with time recorded before and after photographs.

Competitive Advantage 52

Competitive Advantage Customer Relationship Management CRM Software 52

CSM Magazine

MARCH 16, 2022

BigChange enables us to offer a far higher level of service in terms of digitised, evidence-based compliance and reporting than a company that still uses a paper-based system. In these environments there is a high level of compliance and documentation required. About BigChange.

Groups 52

Groups Customer Relationship Management CRM Healthcare 52

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. If you are there for your customers, they’ll want to be there for you. A strong customer relationship is rooted in exemplary customer service and support.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Customer Bliss

SEPTEMBER 8, 2016

Here’s the bullet point form of what you need to do: You’re moving from “what customers say they might do” (survey results) to “what customers actually did” (metrics). At each meeting, report the number of lapsed or lost customers by volume and value. Sort all this by segment.

Comparison 100

Comparison Customers Report Metrics 100

ReviewTrackers

JULY 12, 2019

Also, between research and negotiations, there are a hundred other things to consider: loan costs, maintenance and insurance, vehicle history reports, safety ratings, rebates and financing programs, what-have-you. 3) customer relationship management (CRM) systems, 4) point-of-sale systems, and 5) social media sites.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

Vonage

DECEMBER 8, 2016

A figure which has increased by more than $20 billion since 2013. Since then, the number of US consumers who have reported leaving a business due to poor customer service has also risen from 44 percent to 49 percent. We’re still a nation of serial switchers, and once you lose a customer, they’re unlikely to come back.

Contact Center 120

Contact Center Poor Customer Service Social Media Call Center 120

ReviewTrackers

JULY 12, 2019

Also, between research and negotiations, there are a hundred other things to consider: loan costs, maintenance and insurance, vehicle history reports, safety ratings, rebates and financing programs, what-have-you. 3) customer relationship management (CRM) systems, 4) point-of-sale systems, and 5) social media sites.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

Comm100

FEBRUARY 19, 2014

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. Companies now have the ability to be proactive with prospective online customers. Chat Away in 2014.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Retently

AUGUST 22, 2018

But, despite all the efforts being made, the industry still falls behind in delighting customers and delivering favorable experiences. Department of Transportation’s Air Travel Consumer Report , there’s a 49.6 Airlines 2013 | By No. For instance, according to U.S. The 2014 US Consumer Airlines study. of Passengers Carried.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Forrester's Customer Insights

DECEMBER 23, 2014

China has experienced a fast expansion of credit card usage in the past 10 years, accumulating more than 390 million credit cards by the end of 2013, around 16 times more than 2003. In my recent report , I found China CITIC Bank (CNCB) faced a similar challenge; their 21 million credit cards had less than 20% activation before 2012.

Banking 45

Banking Analytics Analysis Customer Insights 45

Second to None

FEBRUARY 4, 2020

We are witnessing revolutionary changes to brick-and-mortar store layouts, customer relationship building efforts, and the overall value proposition to the customers they serve. Advanced technology has served as a disrupting factor in most industries, but it has been especially impactful for grocery brands.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Eptica

SEPTEMBER 30, 2015

Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations. It shows there has been scant change to customer service levels, with no overall improvement since 2013. These are: 1.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. Prudential Financial. Principal Financial Group. Capital One.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

DECEMBER 5, 2022

These efforts should pay off in terms of loyalty and long-term customer satisfaction. On the other hand, some customers have made complaints about their experience with Spectrum. Customers report long wait times when calling for customer service or trouble-shooting help. Examples of poor service.

Customer Service 52

Customer Service How To Social Media Wireless 52