Chicago Glass boosts glass polishing and restoration business with BigChange

Glass Polishing & Restoration Specialists, Chicago Glass (UK) Ltd has grown its field resources by 25 percent since implementing a job management system from BigChange, boosting capacity and providing a strong foundation for continuous growth.

The Kent-based company, which operates across the UK, has achieved this by replacing multiple standalone software packages with one simple-to-use system, freeing up time spent on administration. BigChange has also enabled Chicago Glass to work towards becoming a paperless business, seeing a reduction of more than 90 percent with all paperwork out on-site now done via a mobile app.

“We chose BigChange because it is simple to use, it could significantly reduce our internal and inter-group paperwork, and it can easily handle business growth,” commented Tom Baker, Operations Director at Chicago Glass.

Tom Baker, Operations Director, Chicago Glass

Chicago Glass has been established for over 20 years and, in 2020, became an Employee-Owned Company. Now one of the largest glass polishing and restoration companies in the UK, Chicago Glass offers solutions for most on-site glass problems, from impact damages, to scratches, graffiti, spatter and surface contamination. Chicago Glass has also introduced an Architectural Spraying Division to repair damaged metal framework on-site for its trade customers.

The BigChange job management platform, which incorporates customer relationship management (CRM), job scheduling, live tracking, resource management, job finance and business intelligence, has become the core system used by Chicago Glass. From initial enquires logged in the CRM, quote production with customised documents, to the management of the enquiry, the sales process has been transformed with all information in one place. As soon as a job becomes live, it is assigned to a field resource, and they can view all relevant information about the job on the BigChange App.

With a large team of 20 field-based technicians, all running the BigChange App on mobiles, pre-filled customised worksheets can be completed on-site, including the ability to upload photographs. This information is shared, in real-time, with the back-office using BigChange’s live-link system, helping aid communication and visibility. It has also reduced the timeframe for getting paperwork from the technician to the Head Office. 

Chicago Glass also uses BigChange to track its fleet of low-emission compliant Fiat vans whilst routine vehicle checks and alerts for servicing and other time-critical actions ensure they are well maintained.

“The BigChange system saves us a lot of time with paperwork. The CRM function is paramount to our work, and the ease of use is a big plus point. We would recommend this system to others to improve productivity and data collection.”

John O’Bree, Operations Manager at Chicago Glass