Electrical service provider Citrus Group, is using a BigChange field service system to reduce asset downtime and boost customer service. Working with local authorities, social housing providers and construction companies, Citrus is using the cloud based solution to improve customer and compliance reporting, and have full visibility of its field operation. The BigChange connected mobile app and back-office system is also helping improve health and safety, and it is reducing the company’s environmental impact.
Prior to switching to BigChange, Citrus relied on large amounts of paper, spreadsheets, and even the occasional whiteboard, to manage and report on its team of 40 field engineers.
“We chose BigChange due to its all-encompassing functionality,” commented Daniel Kelly, Director at Citrus Group. “We use it for all aspects of the business from job reports and tracking, to financial management and accounting. In addition, the customisable nature of BigChange allows us to offer and deliver a truly bespoke service to our clients.”
Based in Merseyside, Citrus operates across the Midlands, Northwest and Northeast regions, offering electrical installations and testing. Citrus has recently expanded its original offering to include fire services. Employing a growing team of specialist engineers, from just a handful at its inception to a directly employed workforce of nearly 50, Citrus works with clients such as Magenta Living and Redditch Borough Council.
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, Citrus has automated many routine tasks. Being able to bulk upload addresses to the CRM reduces the time taken to raise individual jobs, and ensures tenants details are up-to-date and matched to the correct client.
“BigChange allows us to schedule engineers based on the priority and timeframes of the job and its location," said Kirstie Winstanley, Scheduling Manager at Citrus . "This reduces downtime, with engineers no longer having to drive long distances between appointments, and, on particular contracts, we can automatically optimise the routes, grouping jobs in the same postcode."
BigChange allows us to digitally record, share, store and access accurate details of every job. This allows us to create bespoke reports for customers or management, with just a few clicks, which can be shared direct from the system or collated within customisable report templates.”
Vehicle tracking provides live information meaning customers can be kept informed of ETAs and time onsite, and this information can be used to locate engineers if an incident occurs or back up is required.
Customisable job cards allow Citrus to tailor the information they capture and record for specific contracts, and, because everything is electronic, there is no longer a need to produce, complete and scan reams of paper. Job reports are also being used to record materials used by engineers, so weekly stock orders can be placed and collected, reducing time spent visiting wholesalers, further improving engineer efficiency.
Further benefits from BigChange include automated job reporting; this gives customers evidence, comprising of date, time, and location stamped photographs, to supplement completed job cards and certificates of completed works, for KPI reporting and compliance recording. Citrus is also boosting its internal reporting with accurate status updates of jobs booked and tracking of quotes and monitoring success rates.