Bobst, the global packaging equipment and services company, has introduced the latest mobile workforce management technology from BigChange to improve its customer service offer. The app-based system has eliminated traditional paper timesheets and Bobst Technicians and product specialists now manage all work activities and travelling time on their smartphones. The workforce app links in real-time to the BigChange cloud-based back-office management software that handles everything from work scheduling and routing, to fleet tracking and machinery safety alerts.
Thirty Bobst personnel operating across UK, Ireland and Scandinavia, are using BigChange-equipped smartphones. The introduction of electronic timesheets has boosted customer service for Bobst, as well as saving considerable time and ensuring quicker, more accurate invoicing. Previously they completed paper carbon-copy-type timesheets that were posted to the office by the field service personnel and manually transcribed by a team of three people, prior to invoicing.
“The introduction of the BigChange system to replace paper-based processes has had a significant and far-reaching impact across the business and especially in customer service,” says Alan Letford, Head of Customer Services, Bobst UK and Ireland Ltd. “We now have up to the minute, accurate data reporting, with Time sheets signed-off by customers on the app. That means we can send an immediate confirmation to the customer and raise an invoice straight away.
Timesheets and job-cards are automated saving a huge amount of time. Previously it could take up to three weeks to get an invoice processed; now it is pretty much instantaneous. There is less ambiguity now and invoice disputes have been reduced as everything is much clearer from a customer perspective.”
Bobst Technicians all drive company cars and BigChange incorporates vehicle tracking giving customer service teams a real time view of the whereabouts of all the company fleet. Soon customers will receive automated notifications on the expected arrival time of their Technician. The tracking also allows business versus personal mileage to be recorded at the touch of a button and monitors driving behaviour from a duty of care perspective when on the road.
With Technicians maintaining equipment at customer sites, health and safety is an important aspect of the customer care provided by Bobst UK and Ireland Ltd. Alan Letford is also Head of Health and Safety at Bobst and has taken a lead in introducing safety procedures. Recently accredited as an Alcumus ‘Safe Contractor ‘member, Bobst has developed health and safety functionality within BigChange. This allows Field Service Technicians to send confirmation using the correct PPE, Risk assessments and any identified safety issues – such as a serious Health and Safety machine defect – direct from their smartphones. The system requests sign-off with a customer signature on-screen and then triggers an automated advisory letter.
“It would be fair to say BigChange has revolutionised our customer service and given us a really useful tool to support our health and safety accreditation. It’s fantastic that BigChange is so easy to use and simply available on a standard smartphone or tablet,” adds Alan Letford. “We are currently the only Bobst Customer Care centre to introduce electronic timesheets and the team at BigChange have been very responsive in enhancing their software to meet our needs”.
