Norspace Hire, suppliers of temporary accommodation and welfare facilities in Ireland, is boosting its customer service and reducing costs following the implementation of job management software from BigChange. Used to schedule and report on its delivery and service teams, the complete solution ensures managers are no longer working in a vacuum and have real-time visibility of the mobile operation. Since implementing BigChange earlier this year, Norspace has seen a reduction in the number of credit notes issued, an increase in additional on-site charges and an improvement in customer feedback.
“I truly believe that most problems in business are caused by a lack of communication or communication of the wrong information,” commented Matthew Smyth, Managing Director of Norspace Hire, “and BigChange helps to eliminate this.
“Using BigChange mobile devices our drivers capture real-time information which is communicated instantly to our back office who can share it with customers to either confirm the job was completed as scheduled or to explain why the job wasn’t completed,” he continued. “This information is time and date stamped, recorded to an exact location and backed up by photographs. It takes a couple of seconds on site to capture the information and is instantly available for back-office staff to view and share with customers or management.”
Prior to the implementation of BigChange job management software, Norspace relied entirely on paper job cards, phone calls and texts. Issues, for example blocked access to customer sites or lost keys, could take days to be reported to the depot and communicated back to a customer, potentially resulting in credit notes for un-serviced units, lost charges for extended time on-site and unanswerable customer queries.
“BigChange reduces the potential for complaints,” Smyth added. “We record, access and share information in seconds and with just a couple of clicks. This has all but eradicated negative customer experiences and gives us room to manoeuvre as situations change.”
Norspace Hire, headquartered in Lisburn with depots across Northern Ireland and the Republic, is a family run business with over 35 years’ experience of providing temporary accommodation and welfare facilities for the construction, infrastructure, health, education, and events and hospitality sectors. Norspace operates a fleet of trucks ranging from small service vehicles to articulated lorries and loader cranes. Offering a range of products and services, from portable toilets to full scale onsite temporary accommodation, Norspace projects range from 1 day to many years.
Since implementing the BigChange job management platform, which incorporates customer relationship management (CRM), job scheduling, live tracking, field resource management, job finance and business intelligence, in one simple to use and easy to integrate platform, Norspace has seen a marked improvement in customer feedback and staff satisfaction.
Intelligent and responsive scheduling allows Norspace to immediately react to unforeseen circumstances. Customisable job cards and reports have significantly improved efficiencies onsite and in the back office which gives Norspace the right platform to maintain high service levels and customer satisfaction.
See more stories here.