Tuesday, 4 Feb 2020
We’ve introduced several innovations to improve our customers’ experience, including a pre and post inspection video service, SMS reminders, ‘Tech Tracker’, self-service excess payment solution for policyholders, new online booking journey and a web chat function.
We’re the first glass provider to introduce pre and post inspection videos. This technology allows our technicians to film vehicles at pre-service stage. Footage is available to our partners, ensuring security and transparency on every job.
We now send customers an automated SMS confirmation 20 minutes after booking completion and follow up with additional reminders, including on the day before the appointment. We can also send an automated text daily to remind customers to pay any outstanding balance via Pay by Link, powered by Barclaycard, which has reduced inbound calls by over 95%.
Using our ‘Tech Tracker’, customers can cancel and rebook appointments, as well as track their technician’s journey via Google Maps once they’re ‘en route’. They can also view the technician’s photo and information regarding their work, which reassures vulnerable customers.
Our new online booking journey went live for existing partners last month and has the potential to be white labelled. Utilising a three-step process to make a claim, the platform guides users through:
- Reporting damage.
- Scheduling an appointment at a Fitting Hub or location of their choice.
- Making an online payment via our Barclaycard payment page.
The system automatically populates customer insurance and contact details associated with their policy in the background.
Our web chat function is available to customers from 8am to 7pm daily.