National Windscreens, an automotive repair supply chain, has been impacted by the shift from offline to online transactions. The company notes that the digital journey has an increasing impact on the overall customer experience. The company teamed up with Vodafone to utilize storm, a cloud-based contact center solution. This platform allows almost any kind of communication and provides real time information across the business, allowing a highly responsive approach to customer demand patterns.
The benefits of this can be seen on the new website, the company says, as it allows the customer to choose whichever contact method they prefer, with the intuitive, simple online booking process attracting the majority of traffic. The system accesses several databases to get the most complete picture of ADAS calibration requirements for the specific vehicle and provides live calendar availability, with morning and afternoon preferences, for workshops and mobile units for the next 62 days.
After a 66% peak in daily ecommerce sales at the height of lockdown, the ecommerce market has been transformed by the COVID-19 pandemic with global ecommerce revenues seeing 10% growth during 2020 alone, according to research by ecommerceDB.com. The research also confirms that the ecommerce market will see additional growth in the years ahead, increasing a further 11% by 2024.
“We have seen online bookings more than double over the past four years. Over 20% off all bookings we receive are now online and we expect this trend to continue accelerating,” says Nigel Paling, National Windscreens commercial and services director.
According to Paling, the company’s customers want to be able to contact National Windscreens through the communication channel they find most convenient and they expect to receive the same service.