Safelite AutoGlass has earned a 2014 CX Innovation Award from the Customer Experience Professionals Association (CXPA) for its mobile technician application.
Safelite’s MRM3 smartphone software represents a new way for mobile service professionals to interact with customers. MRM3 features everything a technician needs to provide an exceptional customer experience on the road, from daily work order lists to secure payment. Driven directly from customer feedback, MRM3 allows Safelite to communicate exactly what customers want to know at the precise time they want to know it, in the way they prefer. It utilizes smartphones to deliver a consistent experience to the customer regardless of the technician’s location. With only one tap of the screen, Safelite has empowered its technicians with a tool that sets the stage for a satisfying conclusion to the customer’s overall experience.
“Safelite strives to be a customer-driven company,” said Tom Feeney, Safelite’s president and CEO. “We are honored that other customer experience professionals see the great value in what we offer to our customers, and we look forward to challenging ourselves to always stay innovative and cutting-edge when it comes to our customers.”
The CXPA is an international non-profit organization created to guide and enhance the field of customer experience management. The CX Innovation Awards have for three years recognized new practices that improve customer experience, result in strong business impact, and advance the field of customer experience for other organizations. A panel of industry experts reviewed a large group of entries and selected five winners. The award was presented yesterday in Atlanta at the CXPA's fourth annual Insight Exchange event.