Blue Group, leading specialist provider of materials processing equipment for the quarrying and waste recycling industry, has implemented BigChange’s 4-in-1 Mobile Workforce Management Platform across its Service division.
The all-in-one system is fully integrated with Blue’s SAP Business One ERP system and provides intelligent job scheduling, an Android mobile app for service technicians and real-time tracking of all vehicles across the fleet. The solution was implemented by BigChange in partnership with Blue’s SAP Business One integrator, Frontline Consultancy.
Blue Group chose BigChange as part of a digital transformation project to enhance customer service and automate the warranty claims process. The BigChange system has changed the booking and scheduling of planned and reactive maintenance, connecting customer service teams with mobile technicians in real-time. Intelligent scheduling has replaced the use of Outlook and jobs raised in SAP are instantly synced with the BigChange platform. It allows advisers to quickly offer customers urgent maintenance slots at a time and date to suit them, considering real-time technician and equipment availability, proximity to the customer and live traffic data. The intelligent scheduling engine ensures maximum flexibility for the customer whilst minimising travel time and distance, driving fuel savings and a reduction in emissions.
Peter Lidbetter, Group IT Director at Blue Group, said: “BigChange have worked extremely well with everyone involved in this project. Across the business, they have always been willing to go the extra mile and give us the support needed to take the project forward. As a company, they are at the cutting edge of service management, producing a fantastic product that is easy to use for everyone involved from our service engineers to the back office staff.”
Stuart Hardiman, Commercial Service Manager at Blue Group, commented: “The BigChange technology has put us in another league and has made the customer experience completely seamless. It has empowered the entire service team and gives us true real-time visibility into the KPIs that are fundamental to successful service delivery.”