National Windscreens fast-tracks shift to online transactions
National Windscreens has introduced a new website, responding to the accelerating growth in online transactions and providing a “seamless” customer contact service.
The glazing giant said that, as with other sectors, the pandemic has fast-tracked the shift from offline to online transactions in the automotive repair supply chain, building on an existing trend.
“We have seen online bookings more than double over the past four years. Over 20% of all bookings we receive are now online and we expect this trend to continue accelerating,” said Nigel Paling, commercial and services director at National Windscreens.
“Our customers want to be able to contact us through whichever communication channel they find most convenient and they quite rightly expect to receive the same seamless service, whichever route they choose.”
National Windscreens offers a number of methods for contact: via its nationwide networks of workshop, booking via the website, phone or SMS, using webchat or messaging via social media.
To ensure the company still gets all the information needed – from identifying the correct windscreens part and including any requirement for ADAS calibration – National Windscreens has partnered with Vodafone to deploy its storm cloud-based contact centre solution.
This is bringing benefits, including for the new website, which allows the customer to choose whichever contact method they prefer, with the online booking process providing most popular.
“Accuracy and exceeding customer expectations remain our absolute priority,” said Paling.
“We measure ourselves on the ability to get the job done right first time, requiring the customer to contact us only once. With a world-class NPS (Net Promoter Score) of 77, we are already delivering an excellent customer experience, but there is far more to come as we exploit this new digital platform to its full potential,” he added.