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159 Case Studies
Case Study: Auto Windscreens achieves faster invoicing and higher customer satisfaction with IFS Enterprise Service Management (IFS)
A IFS Case Study
IFS Enterprise Service Management™ helps Auto Windscreens increase efficiency and customer satisfaction with a single enterprise software platform
Auto Windscreens is a leading UK automotive glass company with a large mobile technician fleet and a 24/7 contact centre. Facing limitations in its legacy operational software, the company sought a single enterprise platform that could deliver end-to-end service, improve technician scheduling and put mobile devices into technicians’ hands to reduce customer disruption and boost satisfaction.
Auto Windscreens implemented IFS Enterprise Service Management (including Field Service and Mobile Workforce Management) across its contact centre and mobile teams. The result: faster, more accurate scheduling; invoicing reduced from days to within the hour; a 75% drop in IT service-desk calls; ~99% application uptime; eliminated local stock holding; and measurable improvements in customer and employee satisfaction.
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Auto Windscreens
Adrian Egley
Applications Support Team Leader