Magicman Takes a Shine to Paperless Working with BigChange

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Magicman, the company that repairs almost any hard surface ‘back to new’, has transformed its nationwide repairs services with a 5-in-1 system from BigChange.  Providing a single cloud-platform for CRM, job scheduling, mobile app, vehicle tracking and management reporting, BigChange provides Magicman with real-time 24/7 visibility of operations, improved control, customer service and productivity.

Established for over 25 years, Magicman has developed techniques for the complete repair/restoration of anything from ceramics to wood, stone and acrylic surfaces. Magicman’s innovations and craftsmanship have led to a resurgence in ‘repair don’t replace’. Enabling venue operators, insurers, construction companies and cruise ship operators to save up to 80 percent against the cost of replacement.

“With BigChange we had at last found a system that could be adapted to meet our needs and with worksheets and reports that we could easily customise ourselves,” said Niall Pollard, Head of Magicman Insurance Services. “The fact that it was easy to use was also a big bonus as we knew there would be resistance to change from the previous system that had been used for many years”.

BigChange is used as a complete end-to-end solution for the business, integrating with Sage for accounts. Magicman services both business and domestic customers and there is a growing insurance division; an area where BigChange has been particularly useful due to stringent operational and reporting requirements.

Magicman has a large fleet with multi skilled technicians working remotely across the UK delivering a fast-response service. Work can include almost anything from cracked sanitary ware, burnt worktops and damaged UPVC window frames to high quality refurbishment within cruise ships all around the world. In addition to indistinguishable repairs, there are savings on cost, customer disruption and of course landfill when avoiding the replacement of damaged items.

Jobs are booked into the BigChange CRM and then scheduled to the nearest available technician who receive the worksheets on their mobile phones. Using the BigChange app, technicians have a handy tool that replaces all previous paperwork, providing navigation to site, risk assessments and job sheets supported with before and after photographs to show work completion.

The biggest benefits for Magicman come from the visibility that BigChange provides, allowing management and customer service teams to see where technicians are, the real-time status of each job and the ability to easily book in new work from a well categorised outstanding work system.

“With BigChange we are much more efficient.  In the office we have been able to re-deploy 2 or 3 staff by eliminating paperwork and the insurance team is saving several days’ work a month providing monthly reports and real time data to insurers with a single click,” Niall Pollard commented.