11 July 2024

The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time updated customer interfaces. Using the system GEM has reduced the admin resource required to manage multi-million-pound contracts by around 50% whilst improving engineer efficiency by 10%.

GEM Environmental Building Services has been in operation for more than 25 years. With offices in North London and Canary Wharf, GEM has developed into one of the fastest growing maintenance companies in London. Employing over 120 people, with around 80 accredited and certified installers and engineers, GEM offers mechanical engineering, water, gas and building services to public sector organisations, private businesses and commercial real estate operators.

“BigChange allows us to report, in real-time, on no-access visits, completed jobs and additional works required,” said Paul Ferguson, operations manager at GEM Environmental Building Services. “We automatically capture, without fail, date, time and location stamped photographs and signatures, which are available to the customer via their own secure interface. This reduces the number of client queries by allowing us to evidence works done or still outstanding. It removes the doubt and in the long-term this improves the service we offer.”

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 integrated platform, GEM has transformed the way it manages and reports on contracts. Routine works can be scheduled, up to a year in advance, and resources allocated based on skill set, location and availability. Appointments can be communicated to both the client, and resident if required, using automatically generated text message or emails, and job details are shared with the engineer using the BigChange app.

The GEM team offers a 24/7/365 breakdown and planned preventative maintenance facility as well as a full construction and installation service. Once onsite the engineer can access site histories, complete with equipment and part specifications, and previous work completed, before being guided through detailed worksheets which include both safety and compliance procedures. Integrated within each job sheet is the requirement to capture and record a series of date, time and location stamped photographs, which are used to evidence work completed or exception reporting.

“BigChange takes us from the default position of the ‘customer,’ in our case the resident, is always right, to the fact that we have a proven track record, that is supported with well documented evidence that we make available to customers directly within their own management systems via a secure interface,” said Scott McCarthy, PPM manager of GEM Environmental Building Services. “This saves considerable admin resource on both sides, at least up to 50% on one contract alone, as information is available from any internet connected device to authorised users when they need it.”

Moving forward with its use of BigChange, GEM plans to realise additional benefits as it integrates the job management system with other management software and processes including its accounting package and community engagement activities. Fleet solutions, including vehicle checks, driver behaviour alerts and real-time tracking, will also enforce GEM’s commitment to workforce health and safety and environmental sustainability.