Case Study: Safelite AutoGlass achieves a 43% reduction in staffing costs with ICUC.social (ICUC) community management

How Safelite Autoglass Cut Staffing Costs by 43% with ICUC.Social Community Management

Safelite Autoglass, the nation’s largest vehicle glass repair and replacement provider with more than 7,900 MobileGlassShops™ and nearly 16,000 employees, faced rapidly growing social media customer‑care volume and needed a partner that could seamlessly integrate with its People Powered, Customer Driven culture. Safelite Autoglass required “always on” community management that handled holidays and overnight hours, matched fast SLAs, and scaled with the business—so they engaged ICUC (ICUC.social) for community management and digital customer care.

ICUC implemented an integrated, co‑created community management system—deploying ICUC.social content specialists, shared monitoring tools, robust tagging and workflow processes, and joint quality reviews—to provide seamless handoffs and brand‑aligned responses. As a result, ICUC offloaded 25% of around‑the‑clock case volume, helped Safelite Autoglass reduce traditional staffing costs by approximately 43%, and improved average case closure from a 2‑hour SLA to about 1 hour 25 minutes, while also providing pandemic support and proactive brand protection.

Safelite Autoglass

Hedy Long

Director of Advertising