Empowering Bigham's Customer Feedback Solution

A Commitment to Quality

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Charlie Bigham has always been a strong advocate for quality. It is this commitment that sets his dishes apart from the rest. A crucial aspect of maintaining this high standard is valuing customer feedback. Bigham’s firmly believes that every piece of customer feedback presents an opportunity for improvement. By listening to their customers, they can refine their recipes, adjust their processes, and ensure that every dish maintains the exceptional standard expected of the brand. However, with growing success and an increasing customer base, the volume of customer feedback also expanded, making it more challenging to track and act upon insights efficiently. Identifying issues and reacting swiftly is essential to upholding the highest quality standards, and finding a streamlined way to manage customer feedback became a pressing priority.

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The Challenge: Managing Customer Feedback Efficiently

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To manage customer feedback, Bigham’s relied on multiple disparate systems, including ticketing platforms and spreadsheets. These fragmented tools made it difficult to consolidate and analyse customer feedback efficiently. The manual nature of these processes also meant that valuable insights were often delayed, making it harder to respond to issues in real time. Additionally, manually generating periodic reports was both tedious and time-consuming—time that could have been better spent enhancing customer service and improving product quality. As a result, employees faced inefficiencies, duplication of effort, and an increased risk of errors when compiling and analysing data. A modern, more cohesive approach was needed to streamline these processes and allow the team to focus on what they do best—delivering high-quality food and exceptional customer service.

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The Solution: Power Platform in Action

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Recognising the need for a more efficient system, we introduced Microsoft Power Platform to create a seamless and automated solution for Bigham’s customer feedback management challenges. Instead of relying on manual processes and disconnected tools, we implemented a system that would allow for real-time tracking, automated data handling, and easy reporting.

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• Power Apps enabled a centralised customer feedback collection system, eliminating the reliance on disparate ticketing platforms and spreadsheets. Employees could manage customer feedback in a structured and organised way, ensuring no valuable insight was overlooked. 

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• Dataflows automated data extraction, loading, and transformation (ELT), ensuring a streamlined integration of customer feedback from multiple sources. This eliminated the need for manual data entry and significantly reduced errors. 

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• Power BI provided real-time insights with interactive dashboards, replacing manual reports with automated, visually intuitive analytics. Decision-makers could now access up-to-date information at a glance and quickly identify trends or areas requiring attention. 

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These tools collectively improved efficiency, reduced manual effort, and ensured that customer feedback data was accurately captured and utilised for continuous quality improvements. More importantly, they enabled Bigham’s to take immediate action on customer insights, further enhancing their commitment to excellence.

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The Implementation: From Concept to Reality

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Our journey with Bigham’s began with an onsite workshop to understand the key challenges and pain points. We worked closely with their team to map out their current processes and identify areas for improvement. This collaborative approach ensured that the solution was tailored to their unique needs. 

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Following the workshop, we developed a proof of concept (PoC) within three days. This allowed us to quickly test integrations, resolve technical challenges, and demonstrate to the business the tangible improvements they could achieve. The PoC also provided an opportunity for customer feedback and refinement of requirements before proceeding with full implementation. 

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The project was delivered in just eight weeks, ensuring that Bigham’s could rapidly benefit from the new system. Throughout the development, our self-managing team took full ownership of the process, making it easy for Bigham’s to collaborate with us without the need for heavy oversight. By working iteratively and incorporating customer feedback at each stage, we ensured that the final solution was both effective and user-friendly. 

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Empowering the Team and Ongoing Support 

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Beyond delivering the system, we also dedicated time to enabling Bigham’s key users on Power BI. Over several days, we trained their team to build upon and extend the reports we provided—just as they continuously refine their recipes. This ensured that they were not only equipped with the right tools but also had the skills to make data-driven decisions independently. 

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Additionally, we provide ongoing support for all the apps and reports, ensuring that Bigham’s continues to get the most out of the Power Platform. Whether it’s resolving issues, optimising performance, or introducing new features, we remain a trusted partner in their digital transformation journey. 

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The Results: A Seamless Customer Feedback System 

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By the end of the project, Bigham’s had a fully integrated, easy-to-use system that streamlined customer feedback management, enhanced efficiency, and allowed employees to focus on delivering outstanding customer service and product improvements. The customer feedback system was no longer a burden but a strategic tool that provided actionable insights. Most importantly, Charlie Bigham himself approved the final product, reaffirming our commitment to delivering impactful, high-quality solutions. The project not only enhanced internal operations but also reinforced Bigham’s dedication to maintaining the highest culinary standards through continuous improvement. 

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