FSH Builds Smarter Customer Service with BigChange Mobile Workforce Technology

Nov 08, 2018 • Newsfield servicefield service managementJobWatchService ManagementSoftware and AppsBig CHangeField Service TechnologiesMartin Port

FSH, the one-stop construction company servicing the north of England, has transformed its business with a 5 in 1 management system from BigChange.  Operating as a cloud service linked to mobile apps used by workers onsite, the solution provides FSH with real-time operational information for improving efficiency, productivity and service.

Employing 132 mobile tradesmen and 65 office staff, the Castleford headquartered company has regional offices in Hull, Liverpool and Newcastle-upon-Tyne.  FSH specialises in insurance-related work, typically repairing flood or fire damaged properties.  A new construction arm handing reactive maintenance work is also driving expansion in sectors such as social housing and education.

“We work mainly for the UK’s biggest insurance firms and providing a consistently high-quality rebuild and refurbishment service is absolutely vital,” says Matthew Cappleman, Managing Director of FSH.  “The monitoring and reporting of our work on site is however just as important and that’s where BigChange comes in.  It gives real-time visibility of every job and provides an audit trail of all work.  We can manage the work better, improve customer service, and provide insurers with immediate job updates and evidence of work done.”

With a fleet of 132 BigChange equipped vehicles providing live data for managing operations, tradesmen are being equipped with rugged Samsung tablets running JobWatch.  Mobile apps completely replace paperwork with live data reporting and the devices capture useful time and location stamped photographs, as well as customer signatures.

"BigChange really does expedite everything as our tradesman can go straight to the job and put in a full, productive 8 hour day.  The system also ensures good work discipline and good practice as the tradesmen are in effect self-managing their work, backed up with their reports and photographs. With JobWatch there is no more sitting around and managers no longer need to go onsite to check the work.  Everyone wins,“ comments Matthew Cappleman.

Stuart Welburn, Finance Director at FSH agrees that BigChange has had a positive impact, adding “Certainly BigChange has been good for business and we estimate efficiency gains of 2 or 3 percent.  However, we anticipate it will improve our profitability not only through better utilisation of our resources but by generally improving our services to continually improve our reputation and win more business’.


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