Sapphire Utility Solutions is using the mobile and cloud field service technology to transform the delivery of water network services to its customers. Supplied by BigChange, the new job management platform has allowed Sapphire to significantly reduce administration, with efficiency gains in the back office and field, and achieve a 100 per cent rise in productivity.
The complete system, which sees field engineers equipped with mobile devices for real-time reporting, is also helping deliver client critical milestones, manage risk on street works liabilities and assuring a right first time approach.
Sapphire initially selected BigChange to support its recently awarded Severn Trent Water Network Operations Support Services contract, which delivers vital water maintenance services on behalf of four million homes and businesses across the Midlands and mid-Wales.
Colin Kelly, Partner and Managing Director of Sapphire Utility Solutions, commented: “We recognise that we are delivering essential services to customers and we are focused on being a catalyst for change introducing new thinking, innovation and technology, such as BigChange to provide a better customer experience”
Using 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, Sapphire has realised a number of operational and management benefits. BigChange allows the right resources to be scheduled for each job and also track jobs on a real time basis. Savings in administration have been achieved and the platform supports remote working enabling a 24/7/365 operation.
Real-time monitoring also enables Sapphire to jeopardy manage works through constraints and alerts allowing client critical milestones to be met.
“We selected BigChange as it was easy to use, highly configurable and intuitive, and this decision has been borne out by how quickly it has been embraced by both field and back-office staff,” added Mo Dawood, Director of IT at Sapphire Utility Solutions. “By making sure teams are where they are needed, at the right time with all the information they need, BigChange has boosted morale and aided staff retention.
“The results we have achieved have exceeded expectations and we are looking forward to replicating this in other areas of the business and on other contracts.”
