CSM Magazine

OCTOBER 2, 2024

Mardon Group, national suppliers of waste and recycling equipment, has equipped field service engineers with mobile devices that synchronise in real time with the office. The mobile app is part of a new system from BigChange that is reducing routine administration, improving customer service, and achieving new health and safety measures.

Management 52

Management Engineering CRM Finance 52

Bill Quiseng

JULY 28, 2014

Each company faces the task of managing their overall customer service experience so that it’s the most positive that it can be. Regardless of what industry an organization is part of, customer service remains a central part of a company’s operations and improvement should always be strived for.

Customer Service 143

Customer Service Best practices Customer Support Management 143

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 113

Technology Customer Service Gamification Wireless 113

Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. But was it really individualized to the true customer journey? Absolutely! Maybe not so much.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

ShepHyken

JUNE 28, 2019

But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

Contact Center 291

Contact Center Self service Banking Airlines 291

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

CSM Magazine

SEPTEMBER 28, 2023

The 6-in-1 system is helping the Leeds-based company as it expands services and diversifies into new markets. “Before BigChange I spent my day spending and receiving WhatsApp messages,” commented Rob Holt, Head of Building Services at FSE UK. “‘where are you?

Engineering 59

Engineering CRM Finance Education 59

CSM Magazine

SEPTEMBER 12, 2024

Live monitoring, using vehicle tracking, driver behaviour alerts and real-time updates from site, is also critical as we have total visibility for customer and performance reporting, and appraisals. ” Ferris is a third generation, family-owned building company based in Redditch in Worcestershire to the south of Birmingham.

Management 52

Management CRM Construction Finance 52

CSM Magazine

JUNE 5, 2024

Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. “We use it for all aspects of the business from job reports and tracking, to financial management and accounting.

Management 52

Management Engineering CRM Construction 52

CSM Magazine

OCTOBER 5, 2023

The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work. “BigChange delivered the best fit for our requirements and those of our customers.

CRM 59

CRM Engineering Finance Enterprise 59

CSM Magazine

MARCH 27, 2024

This is improving the company’s response to emergency callouts and boosting customer service with live updates and accurately calculated ETAs. Integration with the company’s accounting software XERO is also reducing the administration resource required, reducing the potential for errors and improving cashflow.

Management 52

Management Finance Engineering CRM 52

CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system.

Engineering 52

Engineering CRM Finance Accountability 52

CSM Magazine

APRIL 14, 2023

CDC Draincare previously had a number of systems that included vehicle tracking, accounts and job management. However, everything worked separately and they really wanted an all-in-one solution that would also integrate with their accounts system. ” BigChange is proving useful for fleet management. .

Finance 52

Finance Engineering Wireless CRM 52

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

CSM Magazine

JULY 11, 2024

.” Moving forward with its use of BigChange, GEM plans to realise additional benefits as it integrates the job management system with other management software and processes including its accounting package and community engagement activities.

Real estate 52

Real estate Engineering Construction CRM 52

CSM Magazine

JULY 17, 2024

Assured is also benefiting from BigChange’s integrated CRM system which allows it to maximise sales opportunities and manage existing customers, and undertake marketing campaigns with minimal admin resources. “For us it’s all about automation,” Salmon concluded.

Finance 52

Finance CRM Engineering Technical Support 52

Talkdesk

SEPTEMBER 1, 2016

An outstanding customer service experience can leave an unforgettable impression. A company that consistently goes the extra mile for their customers leaves thousands of lasting impressions that create that company’s reputation. These companies stand out (and win awards) for having some of the best customer service around.

Customer Service 41

Customer Service Airlines Customer centricity Accountability 41

CSM Magazine

MARCH 8, 2023

NCS uses BigChange to live-link field engineers to the back-office support team, track in real-time its nationwide fleet of service vehicles and integrate with its accountancy package for financial management.

Finance 52

Finance Engineering CRM Customer centricity 52

Comm100

AUGUST 24, 2016

The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 58

Customer Service Customer Care Scripts Sales 58

CSM Magazine

JUNE 9, 2023

The company has also boosted customer service as it can now capture and share time-critical information using the BigChange mobile app. “Our future depends on the quality of work and the quality of service we deliver today.

Finance 52

Finance CRM Engineering Enterprise 52

ShepHyken

DECEMBER 30, 2016

Customers Consider Eco-Friendly Minded Businesses before Purchasing. The 2013 findings of a Green Gap Trend Tracker research conducted by Cone Communications found that at least 71 percent of shoppers in America think about the environment when shopping.

Surveys 220

Surveys Accountability Management Customer Service 220

CSM Magazine

JANUARY 10, 2023

Prymo has also halved the cost of its internal account management thanks to BigChange. By eliminating menial administrative tasks, staff have been freed up and redeployed to work on customer service and business development. “As a result, we have made people’s jobs easier so we have less problems. .

Finance 52

Finance Construction CRM Enterprise 52

CSM Magazine

SEPTEMBER 6, 2023

The BigChange Customer Portal allows any of their corporate customers to access their own account online to provide all the job information they need, instantly from any connected device, 24/7. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Finance 52

Finance CRM Engineering Enterprise 52

CSM Magazine

FEBRUARY 7, 2024

It often took a week or more for information for PO’s and billings to be available impacting billings and customer service. “In accounts we now get everything we need immediately so we can raise the necessary PO’s straight away and get much quicker decisions on any remedial work,” Smythe comments.

Engineering 52

Engineering Finance CRM Enterprise 52

CSM Magazine

SEPTEMBER 21, 2023

Real-time tracking of engineer’s vehicles ensures ad-hoc requests and emergency call-outs can be accommodated efficiently and in a timely fashion and automatically generated alerts and notifications ensure the customer is kept informed at all times.

Management 59

Management Engineering CRM Finance 59

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

CSM Magazine

MARCH 22, 2023

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. “Our customers rely on us to be the eyes and ears for their safety and security requirements and we rely on BigChange.”

Engineering 52

Engineering Finance Construction CRM 52

CSM Magazine

NOVEMBER 8, 2022

The system is also improving communication between field-based teams and back-office staff, raising customer service levels and boosting feedback with real-time updates, ETAs and reporting. “BigChange has freed up my time to run the business rather than it running me,” concluded Saunders. ” About BigChange.

Finance 52

Finance CRM Engineering Advertising 52

CSM Magazine

JANUARY 12, 2024

As the company moves forward with its BigChange journey plans are in place to integrate with the company’s Zero accounting software and introduce digital timesheets. Operating 5 teams of engineers, Lothian completes around 30 jobs a week, servicing clients in the quarry, waste, and processing sectors such as Breedon, Tarmac, and Biffa.

CRM 52

CRM Engineering Finance Enterprise 52

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Experience 62

Customer Experience Customer Service Chatbots Self service 62

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Customer Service 63

Customer Service Airlines Accountability Marketing 63

CSM Magazine

DECEMBER 2, 2021

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. . Invoicing in BigChange is also much quicker and two-way integration with Xero accounts software means BigChange provides a completely seamless end-to-end business solution. About BigChange.

Technology 52

Technology Engineering CRM Enterprise 52

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do? People are messy.”

Management 98

Management Call Center Metrics Entertainment 98

Outsource Consultants

MAY 8, 2024

Fast forward to… 2013: The Inter-American Development Bank recognized Colombia’s potential, calling it a “hidden jewel” for outsourcing in Latin America. Common Outsource Call Center Services to Colombia Colombia’s capabilities extend far beyond basic customer service.

outsourcing 67

outsourcing Call Center Education Consulting 67

Toister Performance Solutions

OCTOBER 11, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. In August 2013, I traveled to Carpinteria, California for a screen test at the online training video company, Lynda.com.

Customer centricity 58

Customer centricity Advertising Accountability Customer Service 58