Auto Windscreens

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Multi-media communications enhance service for Auto Windscreens

The Customer
Auto Windscreens is one of the UK's best known automotive glass replacement companies. Partnering with insurance and fleet management companies, Auto Windscreens provides a nationwide service backed by a network of strategically located fitting centres and a highly skilled fleet of mobile technicians.

The company takes calls for glass incidents 24 hours a day, 365 days a year, therefore its contact centre needs to be using state of the art technology to provide customers with an outstanding service.

A Supplier with Vision
Andy Kirk, Head of IT Services, approached Britannic Technologies, award winning specialists in IP communications, to select an IP communications system that would reduce cost and simplify management.

"I was extremely impressed with Britannic from the start, it is a business that cares and shares the same customer service values as Auto Windscreens." - Andy Kirk, Head of IT Services

Britannic advised Auto Windscreens to deploy a Mitel IP communications platform and migrate all existing telephony systems and services to a single framework agreement, therefore saving a massive amount of money and benefiting from a single source of supply. With Mitel Communications Director software running on a Mitel 3300 IP Communications Platform, Auto Windscreens could migrate to IP at its own pace rather than replacing everything at the same time. Auto Windscreens migrated to IP very fast, rolling out IP to its offices in Chesterfield and each of the remote fitting centres.

A major cost saving has been achieved by no longer having to rely on third party engineers for moves, adds and changes as users can perform these functions by themselves and be supported by their own IT Services team.

"We look for a partnership with our suppliers, companies who can add real value to the business.  This is what we have found in working with Britannic Technologies, who are working with us to create and implement our strategic plan." - Andy Kirk

Improved Customer Service
The contact centre is based at the office in Chesterfield and currently has 70 agents handling calls all day, every day. Britannic advised Auto Windscreens to replace its aged legacy contact centre telephony switch as it was costing too much to maintain. A Mitel Customer Interaction Solution was deployed to offer more flexibility and scalability. It was seamlessly transferred without disrupting the business and the agents found it easy to use from day one.

The contact centre is at the heart of Auto Windscreens' business so calls have to be handled correctly and quickly. "Since the Mitel Contact Centre has been deployed Auto Windscreens have seen a vast improvement in their call handling" said Phil Carolan, Mitel and Resource Planning Manager for Auto Windscreens.

Call Recording
As in most organisations, call recording is now a vital component of the contact centre.  The Redbox Quantify product was recommended by Britannic as part of the new Mitel installation.  As a result, Auto Windscreens not only use call recording for dispute resolution and compliance with FSA regulations, but also as a highly valuable training facility.   

Workforce Management
Mitel Workforce Scheduling has provided Auto Windscreens with workforce management, forecasting, and monitoring tools, enabling the company to effectively control costs.

The Contact Centre Manager system can automatically schedule agents to meet forecasted activity levels on a shift, daily, weekly and monthly basis. It can schedule agents by assigning tasks to them based on skill set, adjust schedules on the fly, plan and track training, meetings and input holidays and sickness absence with sophisticated accrual-based leave planning.

"Mitel workforce scheduling provides us with a wealth of information enabling us to schedule agents during both on and off peak times to ensure we know what is happening and where, minute by minute and day by day." - Phil Carolan, Mitel & Resource Planning Manager

Giving the Customer more Options
With thousands of calls coming into the contact centre it is important that customers are presented with different options to handle their enquiries. With the Mitel Customer Interaction solution they have the option of emailing their requests to the contact centre which is received by an agent who will call them back. Email enquiries are given the same priority as voice calls and are dealt with in the same way.

Approaching the multi-media route has given customers the choice of having their requests dealt with in a different manner. Customers are also presented with IVR options that ask them a series of questions before the call is taken to ensure the agent has all the information upfront and call is routed to the correct agent.

"The benefits of the Mitel contact centre solution are massive; previously if a customer called a local fitting shop and they didn't take the call then the call would be lost and the customer would go somewhere else. Now customers have the IVR option of having their calls handled either locally by the fitting shop, or nationally by coming directly to the Auto Windscreens contact centre. If the customer calls out of hours then the call will be automatically re-routed to the contact centre. If the fitting centres are busy we can also help them out by taking the calls that they cannot manage. This has presented the customer with another option and ensured that all calls are dealt with and business is not lost," said Phil Carolan.

Lost Calls are History
Auto Windscreens is part of the Markerstudy Group, which has also been able to benefit from the Mitel solution by placing teams in Chesterfield to take FNOL ("first notification of loss") calls for three different parts of the business. The Mitel solution enables callers to be directed to the right part of the business with no calls being lost.

Future-Proofed
Future growth and integration potential is built into the system, allowing Auto Windscreens and the Markerstudy Group flexibility in its future telephony design.

Solution Delivers Results
A Mitel Customer Interaction solution has presented Auto Windscreens with the ability to handle calls more efficiently and effectively delivering a superior service to its customers.

Britannic Technologies
Britannic Technologies is an organisation which understands the business and shares the same values and will be able to help meet Auto Windscreens' business objectives.