We work with your team to implement harmonious change at any scale.
Autoglass has seen record numbers of online conversions since our work went live.
Autoglass is the UK’s leading glass and repair company, serving more than 1 million motorists each year, 24/7.
They 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.
Automation was the key to our success. There are over 70 different routes through the Autoglass booking process – depending on everything from the vehicle and the damage type to which insurer the customer uses and more.
Automated testing was a crucial component in development. We created a behaviour-driven suite which allowed us to test all routes in different desktop and mobile browsers.
We also used a number of different web services to automate as much information as possible – from vehicle and insurer information to registration numbers – to reduce any questions customers might have.
Each section was then analysed to provide the most simple, effective UX – through multiple-choice questions and imagery where necessary.
We created an optimised and responsive version of the booking funnel and portal for mobile. We opted for an app-like experience with all the benefits of the mobile web – quick and easy tools to deploy changes, cross-platform accessibility and no app store dependencies.
We also created a portal where customers have full visibility of their booking in a secure environment, with options to pay, change appointments and get support.
Our work has been exceptionally successful for Autoglass. As a result of a far greater operational efficiency, our solution has provided considerable cost benefits. It has also dramatically improved the online experience for customers. Autoglass has seen record numbers of online conversions since going live and achieved an 80% online net promoter score from customers.
