Auto Windscreens today announces the launch of inTouch, an industry-leading service platform, set to enhance the complete customer experience. With this brand new initiative, the customer now only needs to make one phone call to the UK based call centre to receive a convenient time and date for a mobile technician to complete the job.
This initiative is a completely new way of working for Auto Windscreens, enabling the company to provide a more efficient, customer-focused service where all business processes are now linked on a single platform – from glass distribution to job booking, technician allocation and dispatch to invoicing.
Agents in the contact centre can now give customers a convenient four hour real-time slot on their appointment date for the work to be completed, compared to am or pm slots previously. And customers now receive a text message 30 minutes before the technician arrives, offering them far greater flexibility to get on with their daily lives.
The launch of inTouch will also shorten the time between the first phone call to report the fault and the completion of the necessary work.
As part of inTouch, Auto Windscreens has equipped its technicians with a handheld PDA. Ultimately, PDAs will replace nearly eight tonnes of paperwork previously generated by the company. Additionally, the PDA has a built-in camera which allows technicians to record any vehicle damage during pre and post inspection procedures. Importantly, it also includes a real-time customer satisfaction survey, enabling customer feedback to be captured the moment the job is completed. The PDA will enable Auto Windscreens to achieve nearly a 100 per cent response rate in customer feedback.
With today’s announcement, Auto Windscreens becomes the first and only company in the automotive glazing services industry to equip its technicians with handheld PDAs. This development further enhances Auto Windscreens reputation as a market leader in innovation in the automotive glazing services industry. It follows the company’s successful launch of the industry’s first iPhone application - Chip Checker - last month.
Peter Fox, Managing Director, said: “By implementing the innovative inTouch system we are better able to meet the needs of the customer by minimising any disruption to their daily lives. As well as broadening the appeal of our services to customers, this new operating platform will lead to significant cost savings throughout the business by streamlining our processes and making us a more responsive, cost effective operation.”
About Auto Windscreens
Established in 1971, Auto Windscreens (autowindscreens.co.uk) provides a complete automotive glazing repair and replacement service (windscreens, rear windows and side windows) to private motorists, fleets and the insurance industry.
Auto Windscreens is now a truly independent automotive glazing services company.
Auto Windscreens is the only replacement windscreen specialist with its own UK manufacturing operation, which has the capacity to produce 250,000 windscreens a year in a dedicated factory in Chesterfield.
Using the revolutionary inTouch handheld system, Auto Windscreens continues to lead the field in innovation and technology and at the same time enhancing the policyholder experience.
With a fleet of fully equipped mobile fitting units, Auto Windscreens provides a true 24/7 national service for private and corporate policyholders every year.
Auto Windscreens is the only automotive glazing repair and replacement company to have the innovative wet weather canopy. Designed in-house, the canopy ensures more mobile jobs can be completed during wet weather.