July 08 2014

Safelite AutoGlass Tests “On My Way” Text Alert Prior to Mobile Appointment


Melina Metzger, Public Relations Manager
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Safelite AutoGlass has been recognized for its customized technology that supports its mobile appointments: Mobile Resource Manager (MRM).

Pegasystems, the software company powering the digital enterprise with Better Business Software, recently presented Safelite with the Mobile Productivity Award during PegaWORLD 2014, the company’s annual user conference. Winners were selected from among Pega’s 200+ customers who have deployed Antenna as a mobility solution.

To equip Safelite’s technicians with the proper support to provide mobile service, the IT team developed MRM, a proprietary software that is loaded onto techs’ smartphones. MRM represents a new way for mobile service professionals to interact with customers. It features everything a technician needs to provide an exceptional customer experience on the road, from daily work order lists and driving directions to secure payment.

Additionally, the latest iteration of MRM has allowed Safelite to test a new feature called “On My Way” text alert. As Safelite’s mobile technicians’ routes can change significantly throughout the day, it can be difficult to accurately predict exactly when he or she might arrive at the customer’s location. Through feedback, Safelite learned that many customers would appreciate a text message 30 to 60 minutes prior to their appointment. This allows enough time to ensure they are at the service location when the technician arrives, but would be close enough to the appointment time to ensure that any schedule changes are unlikely.

Driven directly from this customer feedback, Safelite incorporated new mechanisms in MRM that allow the technicians to trigger a text message before they leave a job to be sent to the next customer that tells them that: 1) The technician is on the way to their service location, 2) Based on distance and current traffic conditions, we estimate to arrive during a specified 30-minute window, and 3) Should they have any questions, to call the phone number provided.

The “On My Way” text pilot has been a customer hit: 72.5% said they liked knowing when they needed to be available to meet the technician at their car; 69% said the “On My Way” text impacts the likelihood of choosing Safelite again; and on a scale of 1 to 10 with 10 being extremely valuable, 60.7% rated it a 9 or 10 within the entire Safelite customer experience.

Safelite expects to implement the “On My Way” text option nationally soon.

You can learn more about Safelite’s MRM solution by watching this video shared at Pega’s user conference:


Safelite’s MRM technology also earned the company the 2014 CX Innovation Award from the Customer Experience Professionals Association.

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