National Windscreens is one of the UK's fastest growing vehicle glass repair and replacement specialists. Delivering a 99.5% right first-time glass selection, the company has a keen focus on customer experience and right first-time service delivery.
With online demand making up 20% of all bookings, and with that number set to rise, National Windscreens wanted to build a next generation digital platform to enable customers to interact with them in any way they want to.
"Our customers want to contact us in the most convenient way, and they expect the same seamless service, whichever route they choose," says Nigel Paling, Commercial and Services Director at National Windscreens.
"We wouldn't have been able to move our people to home working so quickly without [storm®]. It saved the business a lot of time and effort."
Pete Sargeant, Head of IT, National Windscreens
National Windscreens use Vodafone storm® to ensure that customers now have a choice of ways to contact the business. Vodafone storm® is a cloud-based contact centre solution that enables almost any kind 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.
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 began working from home.
Staff being able to work from home in the same way as in the office, has allowed the business to 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.