CSM Magazine

MARCH 22, 2024

Customer service processes have evolved dramatically with the advent of advanced workflow automation tools. These innovations provide a robust solution to the age-old challenges of managing customer interactions efficiently.

Customer Service 52

Customer Service Customer Relationship Management Customer Satisfaction Customer Relationships 52

CX University

MAY 6, 2024

The Importance of Real-Time Feedback Traditional customer surveys often rely on retrospective data, capturing feedback long after a customer’s interaction with a brand. While this information is still valuable, real-time feedback offers a more immediate and actionable approach.

Touchpoint 52

Touchpoint Competitive Advantage Feedback Customer Relationship Management 52

CSM Magazine

APRIL 18, 2024

. “Engineers couldn’t create jobs when responding to call outs, which meant we needed a dedicated member of staff to raise these retrospectively and chase engineers for the required information to close the job for invoicing. “However, we also knew this was long winded.

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Management 2009 2018 Customer Relationship Management 52

CSM Magazine

MAY 10, 2024

Evolving Customer Expectations in Financial Services Customers in the financial services sector have been profoundly influenced by technological advancements and AI. AI drives personalized customer experiences by providing tailored financial advice and predictive services.

Financial 52

Financial Customer Expectations Banking Net Promoter Score 52

InMoment XI

JULY 12, 2023

The employee experience is an important part of your customer experience strategy that cannot be overlooked! Leveraging Technology for Enhanced Experiences Just like every other part of your business, technology can significantly enhance the customer experience, too.

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Customer Experience Social Media Touchpoint Net Promoter Score 260

CSM Magazine

OCTOBER 2, 2023

BigChange is an all-in-one job management system that typically replaces a series of separate systems. It incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management and business intelligence.

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CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. Big-screen graphs and tables provide an instant view of performance, such as job costs, productivity, customer service, and finance.

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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. It’s not just about avoiding penalties; it’s about empowering BigChange users with real-time information for smarter decisions on the road,” Isaacs adds.

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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.” For more information please visit www.bigchange.com.

Management 59

Management 2018 2013 Customer Relationship Management 59

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.

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CSM Magazine

SEPTEMBER 6, 2023

Used by facilities management companies, electrical contractors, heating engineers and plant hire firms, BigChange is increasingly being used by companies to make the switch from paper to digital working. ” The new Customer Dashboard is part of the BigChange job management system which incorporates a mobile workforce app.,

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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

JULY 10, 2023

The Sheffield-based company has also deployed the BigChange customer portal that allows customers to directly access service and site history information and book engineer appointments. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

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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

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

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. For more information please visit www.bigchange.com.

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2018 2013 Customer Relationship Management 2020 59

CSM Magazine

AUGUST 7, 2023

Using the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , resource management , job finance and business intelligence , has meant that Crucial has been virtually paper free for more than 6 years.

Management 52

Management 2018 2013 Customer Relationship Management 52

transcosmos Information Systems

SEPTEMBER 17, 2018

In business, AI technologies are also turning things around, and customer service is one such department that has vastly improved. AI allows you to come up with better, more innovative products and services for your market. Despite current advances in AI, the technology still has a reasonably nascent nature to it.

Customer Experience 136

Customer Experience Technology Customers Customer Relationship Management 136

CSM Magazine

DECEMBER 15, 2022

Chicago Glass has also introduced an Architectural Spraying Division to repair damaged metal framework on-site for its trade customers. From initial enquires logged in the CRM, quote production with customised documents, to the management of the enquiry, the sales process has been transformed with all information in one place.

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2020 2013 2018 Customer Relationship Management 52

CSM Magazine

JUNE 9, 2023

Yorkshire-based ASE Autogate has saved money by consolidating the management of its field operation into one easy to use, integrated solution. The company has also boosted customer service as it can now capture and share time-critical information using the BigChange mobile app.

2018 52

2018 2013 Customer Relationship Management 2020 52

CSM Magazine

FEBRUARY 23, 2023

The BigChange job management system, which incorporates customer relationship management (CRM), job scheduling , live tracking , resource management , job finance and business intelligence , in one simple to use and easy to integrate solution has transformed the way Future manages its mobile operation.

Management 52

Management 2018 2013 Customer Relationship Management 52

Magellan Solutions

MARCH 26, 2024

Customization: You should check whether the BPO you are considering allows you to customize the service you require. In other words, the provider must allow customizing support to suit your business model, customer base, and product offering. This is a guarantee that all information is transmitted effortlessly.

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

CSM Magazine

NOVEMBER 22, 2023

BigChange Pay uses technology pioneered by BigChange during the Covid pandemic when a ‘No-Touch’ job sign-off app was developed, as an option to traditional sign-on-glass. This allowed jobs to be signed-off on the customers’ own phone even from remote locations, such as at home.

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Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. This is why embracing insurance technology is so important. In the last few years, the insurance industry has made strides by adopting new technologies.

Insurance 40

Insurance Technology Omnichannel Document 40

Ecrion

JUNE 18, 2018

A lack of innovation can lead to a very poor customer experience. If you don’t make your customers happy, they will find an insurance company that does. This is why embracing insurance technology is so important. In the last few years, the insurance industry has made strides by adopting new technologies.

Insurance 40

Insurance Technology Omnichannel Document 40

CSM Magazine

JULY 26, 2022

“However, before BigChange we didn’t use the latest technology. When I joined the business, I knew that if we wanted to protect existing contracts and secure new ones, we needed to be transparent in our service delivery and offer real-time digital customer reporting. For more information please visit www.bigchange.com.

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2013 2018 Customer Relationship Management 2020 59

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Market presence: Revenue and number of customers.

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Customer Success 2023 B2B Customer Relationship Management 92

CSM Magazine

NOVEMBER 8, 2022

Customised worksheets such as tank cleaning reports and consignment notes can be completed simply by our engineers, which is complemented by easy access to important safety information such as method statements and risk assessments via the BigChange app,” he continued.

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Document 2018 2013 Customer Relationship Management 52

eGain Blogs

OCTOBER 29, 2021

This year’s conference theme is Impacting the Future: Knowledge Sharing in the Age of New Technologies. By improving knowledge flows and sharing among enterprise communities to speed decision making, innovation, and success, we can approach the future boldly and positively.”. Knowledge Management holds the key to your CX goals.

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2021 Connections Workshop Innovation 93

CSM Magazine

MARCH 8, 2023

From real-time tracking to financial management, vehicle checks to dynamic communications, BigChange supports all aspects of the business giving us complete visibility and the capacity to capture, record and share time and business critical information.” For more information please visit www.bigchange.com.

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Call Experts

APRIL 8, 2024

When customers reach out for assistance or information, they seek solutions and a positive experience. A poorly handled call can leave a lasting negative impression, potentially driving customers away. Zippia explains that 40% of American customers ceased business with a company following a negative customer service experience.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Customer Bliss

SEPTEMBER 14, 2016

Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. Instead, businesses can use customer experience metrics to build solid relationships with individuals through personalized marketing. What Tool Should I Use to Measure Customer Experience Metrics?

Metrics 157

Metrics Customer Experience Contact Center Travel 157

CSM Magazine

JANUARY 10, 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. For more information please visit www.bigchange.com.

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2018 2013 Customer Relationship Management 2020 52

CSM Magazine

APRIL 21, 2022

All our paperwork has been replaced with easy to fill in digital forms which means we capture the right information at the right time and can share it instantly with the right people. This means no more lost jobs sheets, no customer queries we can’t answer and no missed invoices.” ” continued Crowley.

2013 52

2013 2018 Customer Relationship Management 2020 52

CSM Magazine

JANUARY 17, 2022

Supporting over 300,000 homes, 200 schools and 100 public and private buildings, Pinnacle is one of the UK’s largest facilities management providers. 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.

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2018 2013 Customer Relationship Management 2020 52

Oracle

JANUARY 24, 2018

Customer Relationship Management, or CRM software, has come a long way since its beginnings in the 70s and 80s. It continues to evolve to incorporate new technology, features, and innovations to help organizations build and nurture personalized customer relationships. Artificial intelligence.

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2018 Customer Relationship Management Innovation Customer Relationships 111

CSM Magazine

JULY 4, 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. For more information please visit www.bigchange.com.

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