All Round Security Fleet Operators has rolled out BigChange telematics, connecting field service engineers in real-time to its office.
As part of an end-to-end management system, service requests are logged into the schedule for job allocation, route planning and scheduling.
With vans equipped with the BigChange mobile system, engineers receive jobs on their tablets and live tracking and navigation is provided. The system generates an estimated time of arrival at the site to allow customers to be automatically alerted via email or text.
Charlie Keegan, contracts coordinator for All Round Security said: “We are always striving to provide our clients with the best possible service and as our workforce grows, we required a system that can tackle our needs.
“With JobWatch, powered by BigChange, we have the system that we have longed for; offering real-time automatic updates, engineer tracking, 24/7 support and general ease of use.”
On arrival, the JobWatch app guides the engineer through the correct risk assessment procedures using workflows before proceeding with the job. Using the tablet, the engineer completes their Job Card and receives an ‘job card’.
Time and location stamped photographs are taken as part of a complete audit of the job.
Keegan said: “Having this comprehensive and real time information at out fingertips 24/7 has really revolutionised our customer service and work output.
“Not only can we dynamically allocate engineers to do more jobs but onsite we can be more productive through live interaction to resolve issues; the office and customer are much better informed.”
Lee Parker, director of All Round Security believes that the facilities management sector will see a change in the future with data-driven and completely integrated management of assets; a more holistic approach where capital expenditures (CAPEX) and operating expenses (OPEX) budgets are much more closely aligned.
He said: “Our challenge is to manage growth whilst maintaining our high-quality service. With BigChange we have something that not only dramatically improves our business efficiency, service and productivity but also a solution that will allow us to freely expand the business thanks to the automation and ease of access via mobiles and the cloud.
“For a mobile service operation like ours, the killer of productivity is the travel time to jobs. With improved scheduling, routing and resource allocation using BigChange scheduling software we’ve already improved engineer productivity.”
All Round Security has a fleet size of 50 and field service engineers located countrywide.