CSM Magazine

APRIL 18, 2024

Enter CRM software – quietly revolutionizing how nonprofits nurture donor goodwill. Responsive Service: An Engine for Donor Retention Consider the pillars that uphold long-lasting relationships with donors. This is the juncture where CRM software becomes invaluable for nonprofits.

Customer Support 52

Customer Support CRM Analytics Benchmark 52

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . But then, that CRM wave receded, and CX’s wave came in. .

CRM 195

CRM Consulting Consulting Quality management 195

CSM Magazine

MARCH 14, 2024

Working with BigChange to get the best from the 6-in-one solution, Green Spark has embraced it fully as its core CRM and management system, with RAMS and job processes being controlled by BigChange and customer sign-offs, via the field-based tablet apps.

Management 52

Management CRM Engineering Finance 52

AWS Machine Learning

DECEMBER 12, 2023

Thousands of engineers are being onboarded to contribute to this transition. Vodafone Digital engineering (VDE) invited Accenture and AWS to co-host an exclusive event at their annual DigiFest, a week-long event celebrating the scale of their global VDE teams, championing reusable apps and collaborative idea generation.

Telecommunications 108

Telecommunications Engineering Chatbots CRM 108

CSM Magazine

FEBRUARY 26, 2024

Offering expert drainage services, including emergency drain unblocking, CCTV surveys and preventative maintenance, Trent’s team of satellite engineers covers the whole of the south-west from the depths of Cornwall over to Essex and up to the Midlands. “However, as we expanded this became unmanageable,” he continued.

Engineering 52

Engineering CRM Accountability 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.

Management 52

Management Engineering CRM Finance 52

Natalie Petouhof

AUGUST 18, 2015

While individuals report it’s the one device they always have with them, the change in mobile commerce and CRM has not grown as fast at most experts expected – at least until now. They are the first CRM solution built specifically for mobile applications. In addition they have added a new Chief Revenue Officer.

CRM 76

CRM Management Engineering Enterprise 76

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. AI and CRM are a match made in heaven. But yes, improvements are still required when implementing AI or CRM software. The bottom line: Stronger together.

CRM 52

CRM Customer Service Banking Chatbots 52

CCNG

NOVEMBER 9, 2021

CRM has long been in the cloud. In the same way it’s a faux pas for engineers to test their new software in production, it’s just as ill advised to train an AI in the wild with actual customers who need their issues solved. COVID sent agents to work remotely, and the current job market will keep them there.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. Sophie AI can not only read and see, but speak, hear and show users how to complete any task.

Engineering 109

Engineering Enterprise Chatbots Self service 109

CSM Magazine

MARCH 7, 2024

Since implementing the 6-in-1 cloud based BigChange system Jet Wash Shop has seen its team of highly trained engineers increase by 300 percent, exceed a 97 percent hit rate on customer KPIs and maintain a 5-star rating on Google. “BigChange has made the impossible possible,” commented Andy Brooke, Director of Jet Wash Shop.

Automotive 52

Automotive Engineering CRM Finance 52

Beyond Philosophy

JANUARY 12, 2023

Just like CRM (customer relationship management) systems became part of business management, customer experience will become part of Customer Science. However, the toxins will return if the engine isn’t working well. You have to fix the problem with the experience engine. It’s the same with customer experience.

Engineering 195

Engineering Quality management CRM Customer Experience 195

CSM Magazine

JANUARY 12, 2024

The time taken for routine management tasks has also been slashed by three-quarters and engineers’ efficiency in the field boosted by 20 percent. Operating 5 teams of engineers, Lothian completes around 30 jobs a week, servicing clients in the quarry, waste, and processing sectors such as Breedon, Tarmac, and Biffa.

Engineering 52

Engineering CRM Finance Enterprise 52

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.” Now everything is digital.

Management 59

Management Engineering CRM Finance 59

Natalie Petouhof

SEPTEMBER 12, 2017

Customer relationship management software has emerged as one of the most crucial tools for doing business successfully today, and the power of big data predictive analytics is making CRM more powerful than ever. The CRM predictive analytics market, valued at $4.18 billion in 2014, is expanding at a compound annual growth rate of 12.83

CRM 40

CRM Analytics Big data Engineering 40

CSM Magazine

OCTOBER 5, 2023

“We are a time led business that is heavily reliant on and impacted by the weather so it is critical for us to know where are engineers are and how quickly they can get to a client site,” commented Rob Bland, Managing Director at Blade Roofing. BigChange’s CRM functionality is also helping Blade grow its business.

Engineering 59

Engineering CRM Finance Enterprise 59

CSM Magazine

JUNE 9, 2023

ASE Autogate has equipped its field engineers with mobile devices live-linked to a BigChange job management system. ” Prior to implementing BigChange, ASE Autogate tried a number of systems, including a standalone CRM and a generic combined CRM and enterprise resource package.

Finance 52

Finance Engineering CRM Enterprise 52

CSM Magazine

SEPTEMBER 28, 2023

“When you have less than a handful of engineers that’s OK, in fact it’s great for team building, but it’s not sustainable, and, as we started to grow, the cracks started to show. New jobs are recorded on the central management systems before being allocated to an appropriate engineer.

Engineering 59

Engineering CRM Finance Education 59

CSM Magazine

MARCH 19, 2024

The BigChange Outstanding Women in Field Service Award was created to recognise and celebrate a woman of outstanding abilities who is working as a technician, engineer or operative within a field service industry.

Finance 52

Finance Engineering Coaching CRM 52

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. Once accepted, jobs are scheduled and worksheets, together with supporting site and equipment histories, are issued to the engineer.

Finance 52

Finance Engineering CRM Enterprise 52

TechSee

SEPTEMBER 9, 2020

In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. x things by themselves with remote guidance than have an engineer visit indoors. The trouble is, they’re looking at equipment they can barely describe, while on the other end of the line, the agent is looking at a CRM.

Management 145

Management Engineering voip outsourcing 145

CSM Magazine

SEPTEMBER 6, 2023

Customers can even track the engineer on route and their likely arrival time. 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.

Finance 52

Finance Engineering CRM Enterprise 52

CSM Magazine

NOVEMBER 22, 2023

After viewing an invoice summary on the engineers’ mobile device, a customer receives a payment app link. After reviewing and agreeing the payment, the payment app link is received via email, SMS or, most conveniently, by simply reading a QR code displayed on the engineer’s device.

Engineering 52

Engineering Finance Banking CRM 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.

Finance 52

Finance Engineering CRM Customer centricity 52

TechSee

OCTOBER 9, 2018

Cloud-based, omni-channel CRM solutions. By moving your CRM systems to the cloud, and integrating it with all your customer engagement channels, you will achieve an omni-channel Millennial generation customer service experience. Self-service platforms. Some specialty solutions include Knowledge Owl and Happy Fox.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

TeamSupport

DECEMBER 8, 2023

Do they need to collaborate with engineering and other departments to resolve customer issues? Look for software that easily integrates with your CRM system, marketing tools, analytics platforms, and any other relevant applications. Think about the nature of your customer interactions, and your team's unique needs.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

SmartAction

NOVEMBER 15, 2023

Personalization and Recommendation Engines Personalization is a key trend in customer self-service. Recommendation engines analyze customer behavior and preferences to suggest relevant articles, products, or solutions. Businesses are tailoring self-service content and recommendations to individual customer preferences.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Connect

APRIL 18, 2024

It is costly and complex to build out Gen AI capabilities as creating the modelling needed to derive insights from AI engines is intensive, requiring scarce and expensive resources like data scientists and other technical experts. However, Gen AI is not a plug-and-play solution.

Virtual Agent 52

Virtual Agent Chatbots Average Handle Time Engineering 52

Interactions

DECEMBER 9, 2022

The sensitive information is then populated into a CRM, payment processing engine, or similar system. It’s so simple.The customer says, “ Here’s my credit card number… ” The redaction technology identifies this, and then in real-time masks the number said aloud. The customer never knows this is happening.

Average Handle Time 118

Average Handle Time Banking Engineering CRM 118

Cincom

JULY 18, 2023

Aligning Engineering, Production and Sales As one centralized source of product information, quote software can ensure that Engineering, Production and Sales are all on the same page. It can also help you manage your inventory and pricing information, ensuring that your quotes are accurate and up-to-date.

CRM 52

CRM Engineering Analytics Sales 52

Cincom

JULY 18, 2023

Aligning Engineering, Production, and Sales As one centralized source of product information, quote software can ensure that engineering, production, and sales are all on the same page. It can also help you manage your inventory and pricing information, ensuring that your quotes are accurate and up-to-date.

CRM 52

CRM Sales Engineering Analytics 52

CSM Magazine

DECEMBER 2, 2021

Since deploying the BigChange job management platform, Trustee has also been able to deliver significant improvements in customer service by providing digital, real-time reporting from service engineers using mobile devices linked to live vehicle tracking.

Technology 52

Technology Engineering CRM Enterprise 52

TechSee

FEBRUARY 19, 2024

Providing step-by-step guidance through a support flow requires a level of cognition and context that must be engineered as middleware between the LLM and the user. Integrations into the CRM, however, will inform the virtual agent that this user never activated the cloud services on their account.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

OrecX

APRIL 14, 2020

What many don’t realize is that when it comes to the transcription engine, ‘garbage in equals garbage out’. That is, if the engine cannot clearly distinguish what is being said by each party, it cannot accurately transcribe the conversation and yield usable intelligence. The transcription engine can’t accurately distill what it hears.

Analytics 79

Analytics Engineering CRM Contact Center 79

OrecX

JANUARY 5, 2021

REAL TIME - Does your recording solution capture call audio in a real-time streaming manner so your transcription and analytics engine can process the call as it happens, or post-call? HIGH FIDELITY - Does your current call recording solution support upper-end audio sample format rates like G.7111 7111 and OPUS?

Analytics 127

Analytics APIs Engineering CRM 127

Peter Lavers

SEPTEMBER 6, 2018

The common denominator in Peter’s diverse projects is always ‘customer’, which has enabled him to add value in numerous sectors, including banking, insurance, engineering, automotive, retailing, industrials, outsourced IT, technology, telcos, wholesale food, manufacturing, franchising, luxury, public, education and utilities.

Customer Service 100

Customer Service Automotive B2C CRM 100

CSM Magazine

OCTOBER 19, 2023

BigChange is a cloud-based ‘6 in 1’ solution incorporating a mobile workforce app, customer relationship management (CRM), job scheduling, live tracking, financial management, and business intelligence tools in one system.

Finance 52

Finance CRM Engineering Enterprise 52