Name: Gregg Cameron
Business: Celsius Plumbing & Heating
Please explain, using specific examples, how you are making genuine effort to reduce the environmental impact of your business and improve your sustainable practice?
Me and the team at Celsius Plumbing and Heating work with homeowners, private landlords and property agents across Edinburgh to provide more sustainable heating systems to households. The business started in the winter of 2007 with one man, one van, and one apprentice. Now, through focusing relentlessly on excellent customer service and quality workmanship, the team aims to break the £1 million turnover barrier for the first time in 2022. This growth was enabled through collaboration with BigChange, whose job management platform is used throughout the customer journey to provide easy booking, optimised workflows, and automated invoicing.
This technology also presented a number of new opportunities for Celsius to work more sustainably. Vehicle tracking reduces fuel consumption. Operating under the mantra ‘What gets measured gets managed’, Celsius threw itself into the functionality of BigChange’s job management platform, to re-work its scheduling and job assignments to maximise sustainability. It ensures the optimum resource is deployed for each job, taking into account travel time and the live location of vehicles and mobile workers. It also factors in constraints such as the need for specific vehicles, parts and equipment. Using a scheduling assistant takes the guesswork out of minimising wasted miles and helps to boost first-time fix rates.
This winning combination saves on time and fuel, whilst also lowering carbon emissions. Celsius has cut fuel use by 10% since using BigChange. The benefits of precise location data can quickly add up when engineers are navigating many postcodes on multiple jobs per day. In fact, we used to average six jobs a day but now we are doing seven or eight – our engineers are often 30 % more productive and are operating in a much more sustainable manner.
The BigChange system also integrates with Xero account software giving us a completely seamless digital solution from job booking to completion, eliminating paperwork at all stages of the process. Digital job cards are shared between engineers and the back office in real-time, so drivers don’t need to return to the office to collect or drop off documents.
In addition to making a commitment to carbon offsetting by utilising the BigChange platform, we are constantly looking at other ways to reduce our operational carbon footprint. Last year, we made a commitment to our customers to plant a tree for every new boiler installed. After securing a grove in 2021, Celsius has already planted 187 new trees with an ambition to reach 500 by next year.
How are you helping your customers become more sustainable and reduce their impact on the environment? Please provide at least one example.
Me and my team prides ourselves on the quality of our workmanship, and are fully committed to providing a fast, efficient service for all clients. In 2021, we became the most reviewed plumbing company on Scotland Trusted Trader. We got there by focussing on and customer experience. We make our customers aware that their feedback is being used to improve our customer journey, and we genuinely want to hear their feedback, as some of the best ideas have come directly from our customers.
In the wake of COP26, held in Scotland, I saw a spike in customer questions around sustainability. Me and my team of experienced engineers gave out advice on more sustainable and cost-effective solutions, and shared the real impact that would make on customers’ carbon footprints. Now, we are working with customers to install more thermostatic radiator valves and smart home devices like Hive, to help our customers take more control over their carbon emissions.
Please provide details of a project you are proud of which made use of sustainable products and/or processes – what was the problem for the customer and how did you solve it? What products did you use and why? What was the end result?
The biggest sustainability project has been the mass drive to install CombiSave thermostatic hot water accelerators for combi boilers. We kept seeing ever-increasing requests for more sustainable products, but also – with the hike to household bills – more cost-effective ones, and these do both. One thermostatic hot water accelerator reduces water consumption in a combi boiler by 28,000 litres a year, on average, for a four-person household. This equates to up to £100 of savings on annual energy bills.
Working with BigChange, we made a change to our customer booking system to encourage more installations of thermostatic hot water accelerators for combi boilers. Now, yearly service reminders are shared automatically to customers. As part of the booking process, we also included new information around the benefits of the hot water accelerators and gave customers the option to get one fitted during a service. Putting the decision into customer’s hands has worked tremendously. At the rate we’re adding new accelerators to combi boilers, we’re on track to save our customers 10 million litres of water over the next two years – that’s around four Olympic-sized swimming pools.
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