Since 2014 Localz and Autoglass have helped solve the problem of customer contact out in the field. Autoglass needed to reduce their red calls and improve their customer experience. Localz gave Autoglass the power of location technology to trigger SMS messages to customers, updating them on the ETA of their technician.
Localz technology in the Autoglass Technician App, enables technicians to send customers SMS messages, instead of calling before setting off to their appointment location. Technicians have all of their daily job information sent by Autoglass SFTP to their ‘On My Way’ app.
"On my way" SMS messages are simple for technicians to send to customers. Autoglass customers appreciate the real-time estimation of their technician arrival time. The tracking link offers the transparency demanded by customers who want to track their technician’s arrival to their door.
Autoglass have increased efficiency and greater customer satisfaction. One simple ‘send message’ button in the technician app saves the technician time.
- Reduction of 30% in red calls
- Improvement of 15 points in NPS score
Localz calculates where the technicians are, where they are heading to and what the live traffic situation is, before communicating the ETA to the customer. Customers are happier and more informed, not feeling the need to call the contact centre to chase their technician’s arrival.
Autoglass® is part of Belron®, the world’s leading vehicle glass repair and replacement company that operates in 31 countries. Autoglass® has over 1,100 mobile technicians working in the UK carrying out any work at a location of your choice - at home, at work or wherever you are, helping more than 1 million motorists every year.
Localz work with Belron® Global Technical team supporting their constant development of knowledge, tools and training solutions that are used by technicians everyday.