Carglass - Netherlands: The most important motivation was to increase our customer service
At Carglass NL, more than 350 technicians work hard every day to ensure that damaged windscreens can be quickly and professionally repaired; whether in one of almost 60 service centers, or by one of 150 vehicles providing service on location.
The situation
Prior to the implementation of ORTEC, each individual Carglass service center scheduled its technicians’ tasks manually, using paper work orders. This method offered little in the way of flexibility, and the lack of overview prevented the service centers from easily exchanging service technicians. “And that came at the cost of customer service.”
The solution
In order to optimize the scheduling process and improve customer satisfaction, Carglass chose ORTEC Service Planning, supplemented with the Field Mobility Suite provided by our partner Sigmax.
The results
In the process of increasing customer satisfaction, the use of ORTEC helped achieve other valuable.
+ An optimal schedule, thanks to greater insight and flexibility.
+ Cost savings, thanks to the flexible use of technicians and resources.
+ Time saved in the administrative process: invoices can be processed immediately.
+ Time saved in work: pre-loading service vans means that technicians need not spend time looking for materials.
+ Greater insight into management information, and better opportunities for evaluation
Do you want to know more about the facts & figures? - Download our case.
“For us, the goal was to provide faster service to our customers. With ORTEC,
we improved our customer service and we work more efficiently.”
Joep Jagtman
perations Performance Manager at Carglass
