From booking funnels to 3rd party data integrations, we’ll transform your customers’ online experience.
“Net Efficiency really improved the customer experience and our business results.”
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.
Carglass Netherlands has 57 different locations, serving thousands of customers 24/7. They wanted their 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.
The site analytics highlighted that, when booking a repair, customers who didn’t have their insurance details readily available were more likely to abandon the process or ring the call centre. This led to an average of three telephone calls per appointment.
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. Carglass needs to check the onboard technology still works as expected. Cars are increasingly complex in terms of technology and drivers often don’t know what’s required.
We took the pain away. We introduced a system that checks the car’s licence plate, works out whether a re-calibration is needed and then schedules the right amount of time for the appointment – avoiding delays to customers.
A 15% increase in online appointments, a much smoother booking process for customers and greater operational efficiency for Carglass.
