Making life easier for the motorist
An Autoglass case study

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Page 4: Customer satisfaction

Autoglass 5 Image 1Customer satisfaction has always been the company’s priority and every possible technological innovation has been adopted to make life easier for its customers. Autoglass was one of the first companies in the UK to introduce a centralised call centre. This provides an initial point of contact for a rapidly growing number of customers over an increasingly wider geographical area.

The first Autoglass call centre was set up in a portakabin, which had previously been used by a coffin maker, with four seats and a very basic telephone system. To keep pace with the growing market and increasing consumer expectations, this facility has expanded and relocated until it has arrived at the present call centre in Autoglass’ uniquely designed glass dominated new head office. Here 159 Customer Advisers operate 24 hours a day, 365 days a year and handle 1.6 million calls per year. They also now receive calls from the Autoglass website - providing a further interactive way that customers can contact the company.

Autoglass was only the second company in the UK to use an easily remembered free 0800 number. The latest system allows the Call Centre to put the motorist in direct contact with a local branch with a ‘one call does it all’ service. Equipped with Computer and Telephony Integrated technology (CTI), the operators have access to all the most recent technical data and up to date information necessary to respond to each call swiftly and efficiently. CTI makes it easier to handle every situation correctly without prior expert knowledge and complex technical training, enabling Autoglass to select its call centre operators on the strength of their inter-personal or ‘people-orientated’ skills. This ensures customers are always greeted and dealt with in a friendly and competent way, meeting their highest expectations.

Autoglass has undertaken a number of activities that promote customer satisfaction. It has played a leading role in driver and passenger safety, in particular in the development of Quicklink. Quicklink is a new quick-drying adhesive that enables the windscreen to be bonded straight onto the bodywork of the car. This significantly adds to the strength and rigidity of the car and will absorb much of the energy in a collision.  The windscreen also provides the only means of support for airbags. Without the windscreen, they become virtually useless. Quicklink allows the driver to be back on the road sooner and safer.

Acknowledging that a high proportion of glass damage is linked to car crime, Autoglass has joined forces with Toad, a market leader in security and audio re-installation. This provides a one-stop-shop for the customer. Combining computer, telecommunications, and customer handling systems creates significant economies of scale for the firms and greater convenience for the customers.

Fleet servicing

An important part of Autoglass’ business is Fleet Servicing, where getting a car or lorry back on the road might be critical. Fleet managers have specific needs and Autoglass has become more proactive - contacting customers to discuss their requirements rather than waiting for them to call with a problem.

Autoglass representatives visit these customers on a regular basis to inspect their fleet of vehicles to identify any potential glass related problems. This reduces glass replacement costs and the fleet’s vehicles spend less time off the road.

Autoglass | Making life easier for the motorist