Autoglass Increases Efficiency and Improves Satisfaction with Customer Communications 

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.   

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.  

Contact us today to speak to one of our customer engagement expers about your needs.

About Autoglass

Autoglass® is part of Belron®, the world’s leading vehicle glass repair and replacement company that operates in 31 countries.