BigChange Reviews 

The system itself has improved substantially with the adoption of new functionality. They have also amended the account management approach and we have been paired with a strong account manager who has helped us to improve the usability of our system (Olivia),

Great back support from BC - Especially our dedicated account manager Olivia. Never a query or problem she cant resolve.

We have been using BigChange, daily with over 30 field and 30 back office users as our O&M CRM platform, and as we enter our third year, we have nothing but positive things to say about the experience.
The software itself is excellent: intuitive, flexible and highly customisable. It provides us with the tools to manage our operations efficiently, while offering in-depth reporting and valuable insights for both our clients and internal teams.
The introduction of the new AI features has taken things a step further, significantly improving our reporting and data management capabilities. Being able to quickly generate clear, visual representations of performance across different areas of the business has been a real benefit.
The support team is always on hand to provide guidance and technical assistance whenever needed, although the reliability and ease of use of the platform mean we rarely need to call upon them.
However, one aspect of the BigChange experience deserves particular recognition: our Account Manager, Liv. She has supported us from the very beginning and consistently goes above and beyond. Whether it’s answering queries, helping us explore improvements, or simply checking in to make sure we’re getting the most out of the platform, Liv is always approachable, proactive and genuinely invested in our success.
It’s clear that she takes real pride in looking after her customers and makes us feel like a priority rather than just another account. That level of personal service makes a real difference, and we genuinely couldn’t ask for a better person to support us.
BigChange is a fantastic platform, backed by an equally fantastic team. We would wholeheartedly recommend it.

Great service from our account manager, questions always answered promptly, very few issues but always resolved quickly, Very worth while training available on request throughout our contract.

We’ve been partnered with BigChange since 2018, after our old CRM system simply couldn't keep up with our growing workload. We use the platform daily to streamline our operations, from live vehicle tracking to efficient team scheduling. It can be restrictive at times but we have not found another system which can provide what we need. A shoutout goes to our Account Manager, Olivia—she is always friendly, helpful, and ready to support us whenever we need a hand.

⭐ 1 Star – AVOID! Think very carefully before signing a 5-year contract with BigChange.

I would strongly advise any business considering BigChange to RUN A MILE from committing to a five-year contract without seriously considering the consequences.

Our experience with BigChange has been extremely disappointing. We have experienced significant issues with the service, raised repeated complaints and made it clear that we wanted to terminate our agreement.

Rather than resolving our concerns to our satisfaction, we have been presented with an early termination demand of £15,728.81.

Despite our ongoing dispute, BigChange continues to issue invoices, including another received today. From our experience, it feels as though enforcing the contract and collecting payments takes priority over addressing genuine customer dissatisfaction.

We are a business that relies on dependable systems and professional service. When things go wrong, you expect your supplier to listen, take responsibility where appropriate and work towards a reasonable solution. Unfortunately, that has not been our experience.

My biggest warning to other business owners is this: five years is an incredibly long commitment to make to a software provider. If the system doesn’t work for your business or you become unhappy with the service, you could find yourself facing a substantial financial demand simply to leave.

I genuinely regret entering into this agreement.

Our dispute remains unresolved, and we are continuing to challenge the charges being demanded.

My advice? Do your homework, read every clause, understand your exit options and think very carefully before signing anything. Based on our experience, I would not recommend BigChange.

A very expensive and frustrating lesson for our business.

My experience with BigChange has been extremely disappointing. The software is expensive, difficult to use, and it feels like they try to charge you extra for absolutely everything once they’ve got you tied into a long-term contract.
We simply wanted an additional van tracker, with no back-office functionality, and were quoted £52.32 per month. The pricing is ridiculous for what you actually get, and there seems to be an endless list of extra charges for things that should be straightforward.
Customer service is another major issue. Whenever you try to contact them for help, all they seem to do is raise a ticket, and then you’re left waiting ages for someone to get back to you. Getting support when you actually need it shouldn’t be this difficult.
Yet, despite the slow response when you need help, their salespeople seem to have no problem contacting you almost every week to try and sell you something else. Recently, they’ve been pushing their new AI lighting software, which, from what we’ve been told, doesn’t even appear to be fully developed yet. Nevertheless, they’re keen to get you signed up and paying for it. The constant calls and pressure to buy more products are becoming tiresome.
It feels like customer service takes a back seat, while upselling and getting you committed to more long-term contracts are the priority. Once you’re locked into a contract, you seem to have very little flexibility, while the costs keep mounting up.
There are cheaper alternatives available that offer better value, better customer service and a far less pushy sales approach. I would strongly recommend looking around before committing to BigChange. Make sure you fully understand the contract, the additional charges and the cost of every extra feature before signing anything.
Based on my experience, I would not recommend them. Expensive software, frustrating support and relentless sales calls make this a company I would think twice about using again.

We have been using BigChange for a couple of years, having been persuaded that it exceeded our requirements and deliver considerably more than the existing system.
Unfortunately, our experience has been very different.
After an involved extensive discussion with the BigChange rep, Serge, we were left with the impression that this was a one stop solution to all our requirements.
Unfortunately our fundamental requirements were not properly understood or they were ignored and we were given unfounded assurances about what the system could actually do.
The overall look and feel of BigChange is dated and clunky.
Some basic aspects of the user interface are surprisingly inflexible. Pop-up dialogue boxes cannot be moved around the screen, and can be closed without data being updated
Dates must be entered using a calendar and cannot be typed which becomes a serious issue when there are numerous dates to be input or updated.
By BigChange's own admission, the existing Stock system is not fit for purpose and the new Assets module does not currently provide a viable alternative solution.
From our experience of their Development Team, it remains a long way from being genuinely useful for a business such as ours.
Scheduling in the BigChange has its own quirks. Moving or adding individual jobs in the scheduling calendar is easy enough but adding\maintaining recuring work can be less straight forward.
The only effective way to produce accurate Job forecasting reports is to carry out multiple exports and ‘knit’ them together in Excel.
The internal messaging functionality is extremely basic. The links to Outlook that were demonstrated to us no longer function, removing what was a useful connection between BigChange and our existing communication processes.

Our experience with support staff has been patchy at best and since they started to use an AI system in their front line support the quality of support has fallen of a cliff.
The Development team operates at a glacial pace. Issues and requested improvements can take years to progress.
Perhaps our biggest concern is the gap between what we were told during the sales process and what we subsequently discovered the system could actually do.
We were assured that BigChange could accommodate our requirements. Our experience suggests either that the representative did not have a sufficiently detailed understanding of the system, or that functionality was represented to us in a way that did not accurately reflect its limitations.
Either explanation is problematic.
I concede that we could have been more diligent in our assessment of the system, but at some point one has to trust what is being promised.
Once committed, you are tied to the contract, which makes discovering fundamental limitations after implementation particularly painful.
For us, the issue is not that BigChange has no useful features. It clearly does. Nor is it that every member of staff we have dealt with has been unhelpful.
The problem is that the system does not fit the fundamental way our business operates, despite us making those requirements clear before we signed up.
Our biggest regret is that we spent considerable time explaining exactly how our business works and were subsequently assured that BigChange could support it.
In our experience, it cannot.

In Algeco, we use the system widely and explore BigChange capabilities. Our account manager Helen is extremely helpful when we have queries or hiccups. She has good technical knowledge of how the program works. We are not currently planning to go to Lightning but she has explained the features and benefits to our management. We hope that they are enlightened.

I work really closely with Helen Parkin on a number of projects across multiple mutual customers.

Today, I had some requirements that I needed to bounce off of Helen, to understand what can, and can not be achieved.
Highly recommended

After a year with Big Change and with no dedicated account manager or proper communication, our contract has now automatically rolled over for another year, with a 50% increase in costs.

I have been trying to resolve this since 7th September, with very little progress. Due to the lack of customer service and support, I have now made the decision to cancel our contract.

Unfortunately, even cancelling seems to be an impossible task. Today, I was told that I now have to wait for a call from yet another department, which could take 7–14 days.

At one point, I was even told that everyone was busy with the new AI launch and that nobody was available to deal with my request.

The most frustrating part is that if the customer service and support had been better, I probably wouldn't be cancelling in the first place.

It's incredibly disappointing to feel like you're going round in circles, with no one taking ownership or responsibility for resolving the issue.

A word of warning to anyone considering this company: make sure you fully understand the renewal and cancellation process before signing up. My experience has been anything but straightforward.

Customer loyalty should be valued, not taken for granted.

I attended the Simprosium Event 2026 and it really blew my mind. So many exciting developments by big change and associated partners. It really helped to have a look ahead for what’s in the pipeline and get various insights into the direction of AI in Field Services Management. The event itself was very enjoyable and professionally run. Thanks to all involved

AVOID, AVOID, AVOID!

BigChange promised us a system that would meet our business needs and provide the functionality we required. However, the system did not deliver the promised capabilities, and we experienced ongoing service and support failures.

These failures created significant disruption for our business. We spent valuable time trying to resolve problems, chasing support and working around limitations that should have been addressed before we signed up. The system ultimately fell short of the solution we had been promised.

When we explained that we were cancelling, Alex responded, “It’s no skin off my back” We found this dismissive and unprofessional, particularly given the problems we had raised and the impact they had on our business.

Based on our experience, we strongly advise other businesses to carefully verify that BigChange can deliver the capabilities and support they require before signing up.We would not recommend BigChange.

This was a great event, followed by a great gift voucher, thank you team!

Great system. We are still finding so many ways to automate and process our business. The Simprosium event was amazing

A CRM system that really works. I have been using Big Change for 7 years now and i am totally commited to the product. It has help me grow my business, it has reduced my costs, increased my efficiencies, and increase my bottom line. I am tnow taking the AI product suite and I look to another 7 years of success.

Ashraf was great, incredibly helpful and so friendly. He answered any questions we had and helped us a lot with our queries. Can't recommend BigChange and their support enough.

We have been using BigChange for a couple of years, having been persuaded that it would meet our requirements and deliver considerably more than the system we were already using.
Unfortunately, our experience has been very different.
When the BigChange representative visited us, we understood that the purpose of the visit was to gain a proper understanding of what we do and, importantly, how our engineers and office staff work together.
We spent considerable time explaining our processes in detail.
A fundamental part of our business involves engineers working on a wide variety of equipment, almost all of which is serialised. With the system we were using previously, and continue to use alongside BigChange, an engineer can enter or scan a serial number or barcode and a Job is created against the relevant equipment. The work is then carried out and recorded, and the information entered allows us to produce the appropriate statutory documentation.
This process is central to how we operate.
All of this was painstakingly explained to the BigChange representative. We were assured that BigChange could accommodate our requirements and, indeed, offer considerably more.
We were shown the "shiny things" – features such as Drive Alerts to tell customers when an engineer is approaching, importing service history, enhanced stock control and other supposed benefits.
The problem is that the fundamental requirements were not properly understood or, if they were, we were given inaccurate assurances about what the system could actually do.
The fundamental problem
BigChange does not allow our engineers to create Jobs directly from serial number or barcode information in the way we require.

In effect, rather than BigChange adapting to the way we work, the change has been for our internal systems and processes to adapt to BigChange.
That is a significant distinction from what we believed we were buying.
The system itself
The overall look and feel of BigChange is dated and clunky.

Tracking and routing
The tracking functionality is adequate, but one of the features that was presented as a significant benefit – the automated notification telling a customer that their engineer will arrive in a specified number of minutes – has not worked for us for more than a year.
Intelligent Routing also has limitations and only works effectively under quite specific circumstances. It is not the flexible solution we expected.
Stock and Assets
If your business involves equipment or stock, we would strongly recommend that you investigate these areas in considerable detail before committing to BigChange.
By BigChange's own admission, the existing Stock system is not fit for purpose.
The new Assets module does not currently provide a viable solution for our requirements either. From our experience, it remains a long way from being genuinely useful for a business such as ours.
Our verdict
If your business is relatively straightforward and your requirements fit neatly within the way BigChange expects you to work, it may be a perfectly adequate system.
However, if your business involves large numbers of serialised items of equipment, dynamic equipment inventories, significant stock management, detailed service histories, or workflows that need to be driven by serial numbers or barcodes, we would advise extreme caution.
Do not be distracted by the "shiny things" demonstrated during the sales process. Drive Alerts, routing and other attractive features are of little value if the system cannot efficiently handle the fundamental workflow at the heart of your business.
Our biggest regret is that we spent considerable time explaining exactly how our business works and were subsequently assured that BigChange could support it.
In our experience, it cannot.
Overall: Disappointing.
The system has some useful functionality and the customer service staff are generally polite and friendly, but the fundamental lack of flexibility, limitations around equipment and stock, inability to import service histories, primitive communication tools, inflexible recurring Jobs, slow development and the gap between sales promises and actual functionality make it very difficult for us to recommend BigChange.
Our advice: thoroughly test the system against your actual day-to-day workflow before signing a contract. In particular, make the salesperson demonstrate – rather than simply confirm – the precise processes you rely on.

Abu is a lovely gentleman to deal with. He will always direct us in the right direction.

Been using BigChange for years, great for our company. The team have been great and the support is top notch.