A shattering, streamlining success
“The collaboration was a real success for Carglass Netherlands and has shown the possibilities to really improve customer experience and at the same time improve business results. This will undoubtedly lead to more impactful use cases.”
We have a long work relationship with Belron, the world's leading vehicle glass repair and replacement group. We develop and optimise their websites for different brands in different markets.
In the Netherlands its business Carglass has 57 different locations, serving thousands of customers 24/7.
Carglass Netherlands wanted its online booking process to be much more efficient and had three clear goals – improve online appointment conversion, reduce the number of telephone calls, and highlight when longer time slots are required.
Feedback told them that some appointments required Carglass to make three phone calls. Not great for anyone.
Our aim was to create a shorter, faster booking funnel. One of the keys to this was automating the completion of insurance details, which immediately streamlined the overall experience.
Another improvement we introduced was to make sure appointment times are long enough to check the car once a repair is made.
We introduced a system that checks the car’s licence plate, works out whether a re-calibration is needed, then schedules the right amount of time for the appointment – avoiding delays to customers.
The result was a 15% increase in online appointments, a much smoother booking process for customers, and greater operational efficiency for Carglass.
Delivering real world results
Come see the impact when practical strategy, design, and development meet.