Forrester's Customer Insights

JUNE 14, 2023

Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]

Financial 26

Financial 2023 Customer Experience Customer Relationship Management 26

CSM Magazine

OCTOBER 19, 2023

Part of the BigChange job management system, the new feature is used to alert drivers as they approach a zone. BigChange is the complete Job Management system that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences.

2013 52

2013 2018 Customer Relationship Management 2020 52

CSM Magazine

JULY 17, 2023

The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business. As a cloud-based system, BigChange can be accessed anywhere through any internet-connected device.

2013 52

2013 2018 Customer Relationship Management 2020 52

CSM Magazine

SEPTEMBER 6, 2023

The portal provides a transparent, easy-to-access and real-time view of all jobs and finances; it’s exactly what their customers want.” ” The new Customer Dashboard is part of the BigChange job management system which incorporates a mobile workforce app.,

2013 52

2013 2018 Customer Relationship Management Books 52

CSM Magazine

JANUARY 12, 2024

” Using the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management , and business intelligence tools in one system, Lothian has virtually eliminated paper from its installation and service operation.

2018 52

2018 Customer Relationship Management 2013 2020 52

Steve DiGioia

MAY 1, 2023

This includes hiring and training staff to deliver the desired level of service, developing and implementing customer service protocols and procedures, and investing in customer relationship management systems to track and manage customer interactions.

Loyalty Programs 64

Loyalty Programs Social Media Loyalty Innovation 64

CSM Magazine

OCTOBER 5, 2023

In 2020 BigChange was awarded a Queen’s Award for Enterprise: Innovation, one of the highest business honours in the UK awarded for the company’s contribution to international trade, innovation, sustainable development and promoting opportunity.

2018 59

2018 2013 Customer Relationship Management 2020 59

CSM Magazine

SEPTEMBER 21, 2023

. “We have all but eliminated paper from our mobile operation and this has improved the speed with which we can react to changing schedules, the quality of the service we provide to our customers and the efficiency of engineers working on the ground.”

Management 59

Management 2018 2013 Customer Relationship Management 59

CSM Magazine

JUNE 22, 2023

In the first 4 months of use, BigChange customers using the tool have saved over £1.2million; cutting 6.4 BigChange provides an end-to-end job management system incorporating customer relationship management (CRM), job scheduling, live tracking, mobile app, financial management, and business intelligence.

Travel 52

Travel 2013 2018 Customer Relationship Management 52

CSM Magazine

NOVEMBER 14, 2023

.” EB Gas has now armed all field staff with a mix of mobile phones and tablets in order to access the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management and business intelligence tools, in one system.

2018 52

2018 Customer Relationship Management 2013 2020 52

CSM Magazine

SEPTEMBER 28, 2023

Using the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management and business intelligence tools, FSE UK has created end-to-end digital workflows.

Books 59

Books 2018 Customer Relationship Management 2013 59

CSM Magazine

NOVEMBER 22, 2023

This allowed jobs to be signed-off on the customers’ own phone even from remote locations, such as at home. “At BigChange we’re dedicated to providing solutions that not only make operations smoother but also ensure financial success.

2013 52

2013 2018 2020 Banking 52

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. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

2018 52

2018 Customer Relationship Management 2013 2020 52

CSM Magazine

JANUARY 17, 2022

Pinnacle provides integrated Facilities Management across all sectors and the frontline operation makes around 1,400 call outs per day with an 80/20 split between scheduled and reactive. BigChange employs 200 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

2018 52

2018 2013 Customer Relationship Management 2020 52

Beyond Philosophy

NOVEMBER 30, 2023

One of the best things I ever did in my corporate role, where I oversaw the experience program, was to get somebody from the finance team to sit in on my meeting to qualify everything we did in financial terms. Finance is also helpful regarding pricing strategy, customer profitability, and determining the lifetime value of customers.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

CSM Magazine

APRIL 21, 2022

Dyno-Rod implemented the BigChange 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, at the start of the pandemic when homeworking was first mandated.

2013 52

2013 2018 Customer Relationship Management 2020 52

CSM Magazine

DECEMBER 2, 2021

BigChange brings together customer relationship management (CRM) , job scheduling , live tracking , field resource management , financial management , and business intelligence into one simple to use and easy to integrate platform.

Technology 52

Technology 2018 2013 Customer Relationship Management 52

CSM Magazine

NOVEMBER 2, 2021

BigChange is a complete job management platform bringing together customer relationship management (CRM) , job scheduling , live tracking , field resource management , financial management , and online portal into one simple to use and easy to integrate platform.

Competitive Advantage 52

Competitive Advantage 2018 2013 Customer Relationship Management 52

West Monroe

DECEMBER 11, 2022

” It's a story told time and time again: Companies that make strategic investments during a downturn—particularly in technological innovation—come out of them on top. Customer Experience. Customer relationship manager and client communication functions. Customer outreach and communication.

Banking 52

Banking Marketing 2008 Financial 52

CSM Magazine

MARCH 30, 2022

In 2020 BigChange was awarded a Queen’s Award for Enterprise: Innovation, one of the highest business honours in the UK awarded for the company’s contribution to international trade, innovation, sustainable development and promoting opportunity. We now feel we own our system rather than the other way round!”

Transportation 52

Transportation 2018 2013 Customer Relationship Management 52

Magellan Solutions

MARCH 26, 2024

: Offers bespoke solutions tailored to small business needs, with a strong emphasis on personalized customer service and industry-specific expertise. Known for its innovative approach and wide range of services, making it suitable for SMEs looking for growth and scalability in diverse sectors. Sitel Philippines Inc.

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

Customer Bliss

DECEMBER 12, 2017

How do you drive transformation in the highly regulated financial industry? Ms Lau is a member of Manulife’s senior management team in Hong Kong. Ms Lau has over 20 years’ experience in general management, sales and marketing management in the financial-services industry. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Magellan Solutions

FEBRUARY 20, 2024

Benefit: Improved customer query resolution and service accessibility. Outcome: Enhanced customer satisfaction and streamlined support processes. Toys “R” Us Toys “R” Us faced financial challenges but didn’t let that stop them from enhancing their customer shopping experience.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

CloudCherry

JANUARY 21, 2020

VoC requires fundamental shifts in how organizations relate with customers and can touch many corners of the business–from marketing to product development. To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Education Services Group

NOVEMBER 21, 2022

It’s exciting to hear how many people are switching to a career in Customer Success, which means that many are bringing their unique perspectives and talents to the table. Customer Success has always benefited from innovation and new ways of thinking. that have a specialized Customer Success Platform (CSP).

2022 98

2022 Leadership Customer Success Metrics 98

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Magellan Solutions

SEPTEMBER 13, 2022

The application of Artificial Intelligence in debt collection is a big leap in the financial services industry. Through Artificial Intelligence, information coming through different channels is collected in one system and later on categorized and compiled in the customer’s Customer relationship management (CRM).

Communication 75

Communication Financial Interaction Customer Relationship Management 75

Lumoa

JUNE 23, 2021

This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI). Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

BirdEye

MAY 22, 2023

However, the best appointment scheduling apps will make scheduling easier for customers to use. The app also allows you to save customer profiles and information for easier rebooking. When you consider your options, look for an app that has most if not all of these capabilities. Ease of use Not every scheduler tool is intuitive.

Books 98

Books Social Media Insurance Healthcare 98

West Monroe

JUNE 26, 2018

To maximize customer engagement and long-term sustainable benefits, utilities must proactively equip their employees with the frameworks and channels to engage customers, evaluate new tools and technologies designed to interact with customers, and adapt to ever changing regulatory requirements.

Customer Centricity 40

Customer Centricity Loyalty Programs Financial Technology 40

Magellan Solutions

MAY 19, 2023

EXAMPLES OF HOW BUSINESSES HAVE SUCCESSFULLY IMPLEMENTED BPM STRATEGIES Example #1: Business process outsourcing (BPO) companies that have a customer relationship management (CRM) system can improve customer service. BPM helps businesses update processes to meet customer needs and market changes.

Management 52

Management Competitive Advantage Customer Satisfaction Healthcare 52

Think Customers

JULY 1, 2020

It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. Social distancing and stay-at-home orders have affected every major city around the world and has influenced how customers interact with brands and what they expect from digital-first experiences.

Contact Center 52

Contact Center Healthcare Travel Banking 52

Totango

JANUARY 10, 2019

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. Everyone wins.

Customer Engagement 63

Customer Engagement Engagement 2016 Customer Relationships 63

BirdEye

MARCH 24, 2023

Customer preferences and expectations keep changing, and a great development strategy can help your brand keep pace. A sound strategy will allow you to identify, incubate, and execute new business development concepts that lead to innovation, new partnerships, and better relationships with new and existing customers.

2023 98

2023 Return on Investment Social Media Sales 98

Eptica

MAY 25, 2016

These all point to a difficulty in turning strategy into reality, and building business cases that show the board exactly what improving customer experience will mean in financial terms, whether that is greater revenues or higher efficiency. Secondly, there are factors around the business, its structure and people.

Customer Experience 54

Customer Experience 2016 Contact Center ROI 54

Think Customers

APRIL 6, 2020

Government and financial regulations require extra security on some accounts where a move home just isn’t possible. Not every customer interaction needs a human. A blend of AI, robotics, journey/workflow management, and innovation can both meet customer needs and gain incredible efficiencies in the contact center.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52