August 15 2011

Putting An End to Customers’ Wait Time

Rich Harrison, Safelite® Senior Vice President & Chief Operations Officer

According to the TOA Technologies 2010 Cost of Waiting Survey, on-time arrival has the highest impact on brand reputation among 76 percent of Americans waiting for service appointments.

When an appointment is on time, 58 percent of respondents will make a recommendation to friends. But if the company is just 15 minutes late that drops to 10 percent. On the service improvement wish list, 48 percent said they want on-time arrivals. This data illustrates the need for service providers to offer scheduling flexibility and confidence in service appointment times.

To this end, Safelite has developed custom technology using popular features such as GPS tracking and mobile phone applications that allows us to more accurately schedule service AND streamline the fulfillment process.

It begins in the dispatch center where the day’s appointments are assigned to technicians. Our custom dispatch software, which is integrated with various geo services, plots technician start locations, part inventory depots, and customer locations, and provides all time-related information, such as customer need-by times, part delivery schedules, and estimated traffic times.

The software is updated in real-time with technician job statuses and GPS locations sent by his mobile application and with any changes initiated by customers. Any appointments in any form of jeopardy are highlighted for immediate response and corrected with customers.

In addition, Safelite equips technicians with handheld devices with custom mobile applications to improve the order fulfillment process. It includes guided workflow, real-time work order notification and status updates, directions, credit card and pre-inspection automation. These components are integrated with technicians’ mobile applications:
• When arriving to the customer’s location, the technician prints an approval document (to initiate the work) using a thermal printer and thermal paper with digital pattern.
• The authorization form is completed with a BlueTooth digital pen that captures the handwriting and the strokes, which are routed to the handheld device where they are processed and routed to Safelite’s headquarters.
• Once the glass is replaced, the customer’s credit card information is captured and the invoice document is generated on-demand, on digital paper, handwriting is captured on the invoice using the digital pen and the strokes sent to the handheld and then on to Safelite’s image server.
• The technicians receive acknowledgement that all digital paperwork is received before they leave the site. As a result, all paper work is left with the customer. There is no need to drive back to the central location to drop off the paperwork.

This seamless process allows technicians to perform their job better, creating a better customer experience from beginning to end.

To learn more about this innovative technology, which recently helped Safelite become one of CIO Magazine’s 2011 Top 100 , check out the white paper from Safelite’s CIO, Craig Douglas.

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Your article perfectly shows what I neeedd to know, thanks!

Andralyn, October 23, 2012

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