MBS Invested in Customer Service

Big Change Site visit, pictured outside MBS offices, Blackburn

MBS puts customers first!

MBS invested in an innovative, computer-aided facility management system (CAFM) to improve the efficiency of its maintenance division further towards the end of 2022.

The maintenance division launched in 2004, and the system would be part of an initiative to improve its efficiency further and enhance customer service.

Today, the maintenance division has a turnover of circa £3m per annum and an enviable client base, including Eric Wright FM, NHS Property Services, Several local authorities in Lancashire, and several local colleges, to name a few.

The Big Change

The CAFM platform was developed by Bigchange, an award-winning software company specialising in building services. It has a range of powerful functions including automated job confirmations, a secure and intuitive booking portal, and will also provide Murray engineers with a 360˚ view of every customer.

Benefits of the new platform

From planned maintenance to emergency repairs, the new platform has improved Murray’s ability to handle scheduled work and respond quickly to urgent appointments.

New jobs are now allocated by accessing real-time data such as the engineer, equipment, and stock availability. Engineers have full visibility of job directions, workflows, digital risk assessments, safety certificates, and live job progress, which can be relayed to their back-office team and customers.

Big Change continues to support MBS with regular site visits.

World-class customer service

Martin Smith (Maintenance Manager) said, “We wanted to continue to up our game and provide world-class service to our clients; the Big Change software is helping us to do that.”

Pictured above during a routine site visit on February 20th. Left to right: Luth Khan (Big Change), Jack Atherton (Maintenance Planner), Martin Smith (Maintenance Operations Manager), Martin Hickson (Technical Projects Manager), Mike Pearson (Maintenance Manager), Ryan Bennett (Big Change).


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