Autoglass® will complete 400,000 online bookings in 2021, a first for the company which provides vehicle glass repair, replacement and recalibration in the United Kingdom.
The milestone comes after the company increased online bookings, from 25% to 60% of all bookings in the past five years, according to a company statement.
“We’ve seen a more digitalized industry in recent years with more customers moving to online services, and this milestone reflects how well our online booking service has evolved to meet consumer needs and expectations,” Autoglass head of digital and marketing Ed Colley says in the company statement. “Many of our customers do still like to speak to real people on the phone, which is why we continue to offer our Customer Experience Centre on top of our online services. As the industry continues to shift, we will look to introduce more innovative changes to further enhance our exceptional customer experience.”
For many years, the company has invested in a digital customer experience, including by offering a vehicle registration mark (VGM) entry platform where customers can view their vehicle’s windscreen on a digital platform and select where the windscreen sustained damage. Artificial intelligence (AI) is also used to assess the level of damage.
Additionally, the company launched an end-to-end online booking process for Advanced Driver Assistance Systems (ADAS) recalibrations in early 2021 and a new payments platform compliant with PSD2, a new European regulation for electronic payment services.