BigChange Avaliações 94

We (AGS One) have been using Big Change for almost 10 years. In fact we still call it 'Job Watch' which was the product name back then! We have always found the team to be supportive and engaging. The system transformed our business and helped us achieve year on year growth for the past several years that would not have been possible had we done things they way we did in the past. The one bit of advice I always give prospective or existing customers is that you need someone in the business who can 'own' the system. It's has so many possibilities, than some people fail to use it to it's full potential. We've got a 'systems guy' who knows how to code and worked operationally for us, so he became our 'guru'. He has now started implementing AI tools to complement Big Change and we are absolutely flying! I'd be happy to demo how we use the system to any prospective customers!

I worked very closely with the Big Change Onboarding teams and found them nothing but helpful. It's a big undertaking and they made the effort to understand business needs and provide support and solutions. I worked with two excellent Customer Success Managers providing updates and solutions on any issues that arose. This has made a significant difference to the management of vehicles and contracts with customers. They deserve their award winning status.

We had extremely high hopes for BigChange, but our experience has been deeply disappointing from start to finish.

The sales process was far more pressurised than we expected from a professional software provider. Calls regularly ran late into the evening and there was a strong sense of urgency to get us to sign the agreement. On one occasion we remained on a sales call until very late while being pushed to move forward with the contract. The overall tone felt less like a consultative sales process and more like a high-pressure attempt to secure a deal.

Unfortunately, once onboarding began and we started actually using the system, it quickly became clear that the platform did not align with the operational workflow that had been discussed during the sales process.

Our business operates technicians nationally, with constantly changing start and finish locations. During sales discussions we were assured that BigChange would support this type of operation through flexible scheduling and route optimisation. In reality, the system appears heavily designed around technicians starting and finishing at a fixed base location. While BigChange claim this can be configured, the practical reality is that it requires significant manual intervention and undermines the efficiency the software is supposed to deliver.

Another major issue is the reliance on geofencing or What3Words to properly identify jobs at the same site. In our industry we frequently complete multiple jobs within the same cemetery or site address. Not every job record will have a geofence or precise coordinate attached, something we clearly explained during the sales process. Despite this, the system still struggles to clearly surface jobs at the same location unless those additional layers are configured, meaning our preferred workflow simply does not function properly.

The route optimiser itself was also a major disappointment. What was demonstrated during the sales process appeared quick and intuitive. In reality it involves far more steps than expected and feels slow and cumbersome compared with other systems we have used. For teams planning routes daily, this creates unnecessary friction rather than saving time.

The onboarding process also caused significant issues. We had been very clear about our timeframe because we needed to give notice to our existing software provider. However, delays during onboarding meant that by the time we were able to properly access and configure the platform we had only around three weeks to realistically test and implement it within our operations. That is simply not enough time to properly deploy a system of this scale.

There are also several usability decisions that make day-to-day operations unnecessarily difficult. For example, the “cancel” button deletes jobs entirely rather than simply removing them from the schedule, which is counterintuitive and introduces risk when managing large volumes of work.

Perhaps most disappointing was the response when we raised our concerns. When we informed our account manager, Ryan, that we intended to cancel due to these operational issues, the immediate response was that we would be expected to pay the full contract value. There was little attempt to understand the problems we had encountered or to discuss them constructively. The conversation felt focused solely on enforcing the contract rather than addressing the legitimate concerns we had raised.

Overall, the platform feels heavily designed for a very specific type of field service business and far less flexible than it is presented during the sales process. For companies operating nationally or requiring dynamic scheduling workflows, it may prove extremely difficult to adapt the system to your real operational needs.

Based on our experience, any business considering BigChange should insist on a genuine hands-on trial and test their real scheduling workflow thoroughly before committing to a contract.

Having been involved with Big Change previously in another business, we decided to take a look at their platform for our small business. Sadly, that has proven to be a big mistake.
The sales team are great in telling you what you want to hear. Yes sir it can do that....
We signed up, mistake no 1.
During the onboarding process it became evident quickly that the system cannot do what we need including dealing with basic things like estimates in the way that we want. All we kept getting told was that there was a work around.
This system should not require a work around....
We advised that we were not happy and wanted to cancel the agreement, only to be told that was not possible. Our complaint was escalated and then we were forced to follow up multiple times to get any response. This was weeks later. The response was that they would come back to us. That never happened, even after making contact with a person higher in the business who I had previously dealt with.
We are still waiting for some kind of response and making payments monthly for a system which is unusable for our business and has been mis sold to us.
My suggestion to anyone considering this system is make sure that you have a trial period built into your agreement. And it has a get out clause.
There is NO option to get out of the contract if it doesn't work for you.
It clearly works for some businesses, but not those who have specific requirements.
Be wary of dealing with this company unless you want to be stuck with a big monthly payment for the minimum term of the contract.

Without a doubt the absolute worst, most confusing, least flexible service management software out there. Not a single person in the office who has used this software has a good thing to say about it.

Unfortunately the contract for bigchange predates my being here, but had I have been here at the time I never would have signed any contract with them. I certainly would NEVER recommend any other company subject themselves to bigchange.

It is abundantly clear that bigchange have no guiding design philosophy, there is zero consistency in using the software. It feels like a program from the early 2000's with random features half-baked and tacked on. I cannot express how clunky it is in general use, everything is arcane or multiple layers deep or buried and split between multiple menus.

The entire experience has been woefully inadequate in all aspects of the areas they happily sold us as fully featured, that's sales, invoicing, field management, scheduling, and inventory management.

It is shocking just how disjointed daily processes are in bigchange, nothing communicates or reports with consistency, everything is manual or difficult, from editing worksheets, to amending built in templates, looking up reporting, managing crew, alerting and communications, exporting or filtering data, changing basic settings, even the CRM itself is borderline useless AND confusing for the office staff to use. The limitations are bizarre, undocumented, and seemingly endless.

I will also add that I have my doubts about the data integrity of imports / exports / system data, which is a farcical statement to make considering businesses are supposed to be operating within this all-in-one software solution, billed as "One trusted source of operational truth".

Contract flexibility is non-existent, unless you need to add something, which of course can be actioned immediately.. once you've followed the obtuse and outdated forms they send you.

Reporting is comically overcomplicated and confusing, as well as frustrating, need more than 91 days for a report? or perhaps to select multiple fields to filter on?.. the list of limitations is again, endless. Why are some reports over formatted, under-informing, misaligned, graphic filled .xlsx files instead of a .csv? who knows..

We await the end of the lengthy and expensive contact with impatience and disappointment. Please, save yourself a headache and look elsewhere.

I first engaged with BigChange in January 2025. By no fault of Big Change themselves, we weren't able to complete the onboarding process and use the software for the 13 months we were subscribed (costing thousands). We are a small company, and didn't have the time or resources to complete training and integrate it within our workflow.

My poor review isn't relating to the product, but rather, their ethics. The first major dissapointment relates to their cooersive selling techniques used to sell it to us. My second dissapointment relates to their immoral technique of charging one month more, despite giving realistically, plenty of notice for us to cancel. It made the cancelling process very stressful and expensive, and does a great deal of harm for a small business, for which they don't care about at all.

I think the platform looks great, but just be very wary before you register, and make your own judgement call on whether you have time to set it up, rather than rely on the sales team to convince you otherwise. I will not be recommending their company to others in the service industry.

It took days of chasing for us to receive a confirmation email for when final payment was received and that our account was closed. I felt very relieved when we finally received it as our business can move on from this mistake.

Avoid if you need flexibility. Big Change is quick to upsell additional services, but very difficult to work with when trying to reduce costs or remove services. Requests to scale back are met with delays and lack of decision-making.They add costs easily but do not allow them to be reduced.

Short-term profits are made from transactions, long-term value is built through relationships. Maybe there's a lesson for BigChange in that?

BIg disappointment , only helpful when spending lots with them .
Was expecting better support from them.
We tried many times to downgrade packages and reduced some subscriptions,but seem to go round in circles. Will be cancelling my package altogether

Unclear pricing changes and awkward cost increases make this service frustrating to use. Feedback is brushed off with claims that improvements would take too long or can’t be done at all. Feels like users are being discouraged rather than supported.

Absolute waste of time not interested in a company whatsoever just want to take your money and leave you out on a limb

Big Change’s “hidden” T&Cs are a joke. The contract and extra charges were not properly explained during the sale, and I only discovered them after the fact. It feels like you’re pushed to sign and then stuck with fees you weren’t clearly informed about. Proceed with caution.

I’m really disappointed in the lack of flexibility and customer service from Big Change.

I’ve recently taken over the Procurement team and the buyers before me were upsold loads of additional packages that are all surplus to requirements.

After trying to realign the package with our true requirements, they refuse to support. There is more focus on upselling further packages and locking them in, than supporting their customers and being their trusted partner.

I would be cautious and explore another system.

Avoid this company.

BigChange talks a good game about partnership and growing together, but that only applies when everything is going well and they’re taking more money from you. The moment your business hits difficulty, that attitude disappears.

Instead of support or flexibility, you’re met with rigid terms and conditions and complete stonewalling. Features that many competitors include as standard are locked behind endless paywalls, and subscriptions are steadily increased with added charges for basic functionality. Every conversation feels transactional rather than supportive.

When you ask for short term help or understanding, there’s none. They show no interest in working with you through a tough period, only in enforcing contracts and extracting fees. It becomes very clear why they push long contract lengths. Once you’re tied in, they have no incentive to help you succeed.

If you’re looking for a genuine long term software partner that will support your business through good times and bad, I’d strongly suggest looking elsewhere.

When life is good, BigChange are on hand to support you and grow with you (take more money from you). However, don’t count on their support when your chips are down. Gone is the company that believes in partnerships and growing together, all of a sudden the terms and conditions come out and you are stonewalled at every turn. Every part of the software is hidden behind a paywall, and they are happy to keep bumping up your subscription and charging you more for ‘add-ons’ that other companies offer for free. Ask for a bit of short term support and they aren’t interested. They’d sooner see you fail so long as they can get their pennies. All of a sudden the 5 year contract lengths make sense, sooner or later they’ll bleed you dry.

Be aware! The company is highly effective at upselling additional services but poorly equipped to support clients who need to scale back or control costs.

Any request to reduce scope is typically met with resistance or redirected toward signing a new long-term contract. Communication slows, decisions stall, and it often appears that no one has authority to approve reductions without a new multi-year commitment.

This model favors increasing spend and makes it unnecessarily difficult to decrease it. Clients who value flexibility should be aware of this dynamic.

AVOID AT ALL COST. This company take your money and then are unwilling to help.

Not a good experience terrible to work with wouldn't recommend

Terrible company to work with! Treat people in contracts awfully, happy to add users ans bill straight away but not happy to reduce users when businesses gets tough! Avoid at all cost and go with someone with better customer service

Avoid at all costs.
Big Change will not work with you when you try to reduce costs or scale back. They only want to add services, never remove them, and try to tie you into long, expensive contracts.