Macaw Security Solutions has achieved a 40 percent increase in operational efficiency following the implementation of a BigChange job management system. The business can now optimise how its installation and maintenance engineers are deployed, with real-time tracking and intelligent scheduling, as well as reducing its reliance on paperwork. Engineers no longer have to physically check-in at the start and end of each working day, or as jobs are completed, and customer service levels are boosted with live updates and accurate ETAs.
Dominic Cattermole, Engineering Director at Macaw Security Solutions said: “Using BigChange we have ‘eyes on’ every part of the field operation. We know where our engineers are, where they have been and where they are going next, and we have real-time visibility on works as they are being completed so we can report back to our clients.
“We had used our previous system for many years, but it just wasn’t keeping pace with our requirements. Every time we wanted something new, there was a cost, and we had to look elsewhere for simple add-ons such as vehicle tracking,” Dominic continued. “It was like the world had moved on and they hadn’t noticed!
Since implementing the BigChange job management system, which incorporates customer relationship management (CRM), job scheduling, live tracking, resource management, job finance and business intelligence, Macaw has improved the efficiency of its installation and maintenance engineers by between 35 and 40 percent which equates to an additional capacity of around 4,000 jobs a year. Integrated vehicle tracking and intelligent job scheduling allows the right resource to be allocated to each job taking into account location, existing workload, skill set and available stock.
Customisable job cards and an online library of equipment specifications and location histories is further boosting efficiency as engineers can access site specific information, using their mobile phones, when they need it. They can also provide detailed updates, including geocoded date and time stamped photographs, for back-office staff and management and for onward reporting to the client.
“BigChange supports and aligns with our vision to provide the highest standard of security by implementing effective solutions giving peace of mind via an individually tailored service,” Dominic concluded. “We know we have barely scratched the surface of what the system is capable of and we are looking forward to exploring additional functionality including the online booking portal and financial integration.”
