UNITED KINGDOM Auto Windscreens Launches
inTouch Platform to Streamline Operations
November 3, 2010
Windscreens has launched a new system called inTouch, a service
platform designed "to enhance the complete customer experience."
The new platform links all of the United Kingdom-based company's
processes - from glass distribution to job booking, technician allocation
and dispatch to invoicing.
"With this brand-new initiative, the customer now only needs
to make one phone call to the UK-based call center to receive a
convenient time and date for a mobile technician to complete the
job," writes the company.
Company officials say the launch of inTouch will shorten the time
between the first phone call to report the claim and the completion
of the necessary work. Agents in the contact center 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.
In addition, Auto Windscreens customers now will receive a text
message 30 minutes before the technician arrives.
As part of inTouch, Auto Windscreens also has equipped its technicians
with a handheld PDA, which company officials say also will cut down
"By implementing the innovative inTouch system we are better
able to meet the needs of the customer by minimizing any disruption
to their daily lives," says managing director Peter Fox. "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."
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