Investing in the customer experience

Recent research has revealed that 87% of business leaders expect to increase their organisation’s investment in sustainability over the next two years. The drive has mainly come from customers who are highlighting the need for the organisations they work with to invest or act on sustainability issues.

Sustainability remains one of our key business objectives for 2023, as is the ability for us to demonstrate the benefits that can be derived from this, including how we are reducing our carbon footprint and helping our customers to do the same.

We understand the power that technology can have to improve customer experience. Technology can help us to deliver demonstrable benefits to our customers across a range of key issues from sustainability, to reporting, time management and compliance.

A major part of that journey is now being realised through the adoption of our new Computer-Aided FM (CAFM) system, provided by BigChange.

The switch to the BigChange job management software platform will revolutionise the way we can support and add value for our customers and will help us reduce our carbon footprint through reduced waste and more efficient journeys to and from jobs.

Staying connected & compliant

The intuitive system from BigChange means our teams can more easily schedule, track and manage workloads.

Using the BigChange service portal, our customers will be able to easily track jobs, and see where their engineer is.

Another key benefit will be that all audit requirements, onsite compliance and certification documents are easily accessible for customers, affording them peace of mind.

Using BigChange will allow us to track SLAs and report on job success rates, monitor agreed KPIs, identify patterns and highlight areas for investment or remedial spend.

The system will ensure seamless communication between our office and field-based teams.

Using AI to support clients with sustainability objectives

Commenting on the implementation, Brij Thankey, CEO at Precision FM says: “One of the biggest advantages of the BigChange software will be that the AI within the platform ensures that we can demonstrate how we are helping to support our customer’s own carbon-reduction strategies.

“For example, when setting out the customer visits one of our technicians would need to do in a day, the system will consider resource skills, routing issues and job histories, before planning out the route in the most fuel-efficient way.”

 Small change, big difference

“Right from our initial conversations with BigChange, through to their support with implementation, we’ve been really impressed with the service they provide and believe that it will be transformational in the way we work with customers, suppliers and our own team.

“The software platform will allow us to better streamline our processes by linking our servicing portal with our sales and CRM functions empowering our teams to offer our customers the innovative solutions they need. Plus all of the added intelligence we get with the BigChange platform will allow us to continue to improve the service we can provide to our customers and we can’t wait to get started!”

As well as the job management element, the new software system will also incorporate all the financial and KPI tracking information that Precision FM’s customers rely on.

By tracking performance against KPIs we can identify patterns, highlight areas for investment or remedial spend, and most importantly offer our clients the information in an accessible format that they are comfortable with.

George Dibb, Business Development Manager at BigChange says: “We are excited to partner with Precision FM. Having met Brij and his team, it is obvious that they have a keen drive to provide exceptional services to their customers throughout every interaction.

“It is great that BigChange can play a part in supporting Precision FM as they continue to grow, helping to streamline existing processes into one easy-to-use system.”

For more information about the range of FM services provided by Precision FM, visit https://precisionfm.co.uk/services/ or contact us at info@precisionfm.co.uk or call 0116 366 6508.