The company’s engineers have been issued with rugged tablets that allow them to receive and send information in real-time to GasTech’s central management systems. Its vehicle fleet is with BigChange vehicle tracking which provides real time data for customer services and historic records for management analysis and proof of service. GasTech engineers also have immediate access to useful data such as the customer history with records of previous work on site and they can also see what parts are available throughout the company, including stock held on other vans. The engineers use the JobWatch application for risk assessments. method statements, procedures, boiler and appliance manuals, job cards, quotations, and other tasks.
“With our growing workload we knew we needed to completely change the way we managed our service operations and in particular we needed to reduce the time engineers spent filling out forms,” says Craig Firth, director, GasTech. “We undertook extensive research into the available systems on the market and it was clear that BigChange was very easy to use and would take away the administrative headaches from engineers so they could be more productive.”
“With BigChange we have a real-time paperless solution and there are significant benefits especially in the reduction of administrative work. We no longer have to chase engineers for their reports, everything is immediately available,” added Firth. “For customer service the system is very helpful. It allows us to provide a smooth, seamless service and little features like automated text messages telling customers that an engineer is about to arrive are really great.”
“With BigChange we are simply more efficient and professional. Jobs can be scheduled off a phone or tablet in an instant and when extra work is needed on site it used to take up to a week to get together a quote for additional work. By then the engineer may have been long gone. Now we can get a quote issued the same day,” He concluded.
