Breaking records, not glass!
Autoglass is the UK’s leading glass and repair company, serving more than 1 million motorists each year, 24/7. From its humble beginnings as an online booking tool, the Autoglass website now provides over 400 different customer journeys, providing real time information to customers; delivering them the right information at the right time in the right format.
Making the process as easy as possible for the customer who may be under stress has resulted in online bookings getting the best customer feedback, delivering increasing sales, and making the behind-the-scenes operations more efficient.
Autoglass is the UK leading suppliers of glass repair and replacement windscreens. As cars, vans and lorries have become more and more complex, the need to correctly identify which vehicle has become paramount to a happy customer, an efficient fitting process and a successful outcome for everyone.
Autoglass wanted a simple online booking system for customers to book a repair through live appointment slots, from a fleet of over 1,000 technicians. To book, customers need to accurately assess the damage, know the glass required and link this to insurance details or to payment.
Automation was the key to our success. We use different web services to automate as much as possible – from vehicle and insurer information to registration numbers – to reduce any questions customers might have.
Each section then provides the most effective UX – including multiple-choice questions and imagery to help the customer get it right.
Getting the right information right first time means far greater operational efficiency, our solution has provided considerable cost benefits to Autoglass.
It has also dramatically improved the online experience for customers - with online bookings having the highest level of customer satisfaction across the business.
Delivering real world results
Come see the impact when practical strategy, design, and development meet.