National Windscreens enhances customer experience with Vodafone storm®
Overview
• National Windscreens is one of the UK’s fastest growing vehicle glass repair and replacement specialists.
• With increased online bookings, the company wanted to build a next-generation digital platform to make it easier for customers to get in touch.
• National Windscreens used Vodafone storm® to ensure that customers now have a choice of ways to contact them.
Meet National Windscreens
National Windscreens is one of the UK’s fastest growing vehicle glass repair and replacement specialists, sporting 100+ fitting centres and over 600 mobile technicians covering all major British Isles. National Windscreens is also present in other 22 countries in Europe, North America, the Middle East and South Africa.
The challenge
Adapting to changing customer behaviours and hybrid working
At National Windscreens, 20% of repair bookings are made online – a number that’s predicted to rise further.
To prepare for that and answer the challenges heavy online demands pose, the company intended to build a next-generation digital platform that enables customers to interact with them in any way they want to.
Additionally, National Windscreens was looking for a solution that fully conforms with workers’ flexibility needs – something that proved to be particularly crucial during the peak of the pandemic, when many staff and call centre agents had to work from home.
“Our customers want to contact us in the most convenient way, and they expect the same seamless service whichever route they choose.”
The solution
Vodafone’s cloud contact centre
National Windscreens opted for Vodafone storm®, a cloud-based contact centre solution that enables various forms of communication and provides real-time information across the
business.
“Customers can book on the website, over the phone, via SMS, webchat, or on social media,”explains Simon Hunt, Head of Sales and Marketing at National Windscreens.
Behind the scenes, agents can also switch between these different methods and keep information they need to hand; making it easier to find the right part or view live calendars.
The benefits
Outstanding flexibility
The flexibility of communication and the compatibility with existing business systems are only parts of the equation that makes storm® a must-have for SMEs. Vodafone’s solution allowed National Windscreen workers to enjoy the benefits of flexible working, even before the pandemic.
“We wouldn’t have been able to move our people to homeworking so quickly without [storm® ]. It saved the business a lot of time and effort,” says Pete Sargeant, Head of IT at National Windscreens.”
This exceptional work flexibility also came with an unforeseen benefit: the company can now continue growing without the need to move to bigger, more costly premises.
Comms channels
Customers can contact National Windscreens on the website, over the phone, via SMS, webchat, or on social media.
Online bookings
At National Windscreens, 20% of repair bookings are now made online.
Correct call routing
99.5% of National Windscreens customers get the right service first time thanks to our cloud solution.
Making customer experience better
Using storm® has also enabled National Windscreens to work more flexibly, which was more useful than ever during the peak of the pandemic, when many staff and call centre agents had to accommodate a home office working model.
With staff being able to work from home in the same way as in the office, the business could avoid moving to bigger, more costly premises. It has also provided flexible working opportunities for contact centre agents – something they particularly wanted.
Due to the success of storm®, National Windscreens are now looking to add to the platform, offering customers video calls and features like voice recognition.