UNITED KINGDOM — Auto Windscreens Launches inTouch Platform to Streamline Operations
November 3, 2010

Auto 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 its paperwork.

"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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