Case Study: Carglass achieves seamless customer service and PBX savings with Freespee

Carglass - Customer Case Study

Carglass Sweden, a leading provider of vehicle glass repair and replacement services, wanted a better way to connect online customer behavior with phone interactions so they could improve service and understand the full customer journey. They also needed to modernize their call handling setup without having to invest in a new PBX.

Freespee implemented Freespee Talk, replacing Carglass’s traditional PBX and bringing call distribution into the Freespee platform with customer history and web activity visible to agents at the moment of the call. This created a more seamless booking experience, helped improve customer service, and delivered cost savings by avoiding a new PBX investment; Carglass also reported an NPS around 80 in Sweden, in line with its global score.

Carglass

Jeanette McGuinness

Customer Director