Autoglass Increases Efficiency and Satisfaction | Descartes
Autoglass Increases Customer Satisfaction with ETA Tracking
Autoglass® is part of Belron®, the world’s leading vehicle glass repair and replacement company that operates in 31 countries. Autoglass® has over 1,100 mobile technicians working in the UK carrying out any work at a location of the customers’ choice. Descartes works with Belron® Global Technical team supporting their constant development of tools that are used every day.
Challenge: Contact Centre Calls and Customer Experience
Autoglass needed to reduce their red calls and improve their customer experience.
The solution gives Autoglass the power of location technology to trigger SMS messages to customers, updating them on the ETA of their technician.
"Customers are happier and more informed, not feeling the need to call the contact centre to chase their technician’s arrival. "
Solution: On My Way Tracking
Descartes Customer Engagement Platform in the Autoglass Technician App enables technicians to send customers SMS messages, instead of calling before setting off to their appointment location.
SOLUTION HIGHLIGHT
Customer Engagement
Transform Your Customer Experience While Lowering Operational Costs
Autoglass customers appreciate the real-time estimation of their technician arrival time. The tracking link offers the transparency demanded by customers who want to track their technician’s arrival to their door. The platform calculates where the technicians are, where they are heading to and what the live traffic situation is, before communicating the ETA to the customer.
Autoglass have increased efficiency and greater customer satisfaction. One simple ‘send message’ button in the technician app saves the technician time.
The Results
Reduction in Chase Calls
Customers do not feel the need to call the contact centre to chase their technician’s arrival.
Increased Satisfaction
Customers are happy and more informed, contributing to an Improvement of 15 points in NPS score.
About Autoglass
Autoglass® is part of Belron®, the world’s leading vehicle glass repair and replacement company that operates in 31 countries.