Case Study / Safelite - Net Efficiency
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OVERVIEW

Safelite has more than 70 years of experience providing vehicle windscreen repair and replacement solutions across America. They have grown to become the largest auto glass specialist in the United States with more than 720 locations and serve 6 million customers every year.

THE CHALLENGE

We were briefed with developing a full integrated booking solution to enable customers to book online without need to speak with their customer contact centre. This was made possible by the exposure of many webservices providing the website with rich, real time data including appointment availability, prices and payments and we provided in depth documentation on the web services ensuring ease of future maintenance and enhancement.

OUR APPROACH

We worked closely with a UX agency who were tasked with creating the wireframes which during the alpha stage were hooked up to the webservices and in-depth user tested was carried out to identify pain-points in the process.

The design and development of the application went through several iterations, building on the feedback of previous user testing results until a final version was produced. The visual designs were based upon this and we integrated these into the application ensuring cross device and browser compatibility.

Result

The finished application delivered a fully UX tested solution, which greatly reduced the work load for their customer contact centre providing a great ROI. Customers can now book their mobile or store appointments, compare prices and make payments online on one seamless booking journey.

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