Case Study: Autoglass achieves better customer communication and fewer calls with Descartes Localz

Autoglass - Customer Case Study

Autoglass, part of Belron, needed to reduce customer no-calls and improve the experience for its field service appointments. Descartes Localz helped by providing the “On My Way” communication capability within the Autoglass technician app, enabling automated SMS updates to customers about technician ETAs.

With Descartes Localz, Autoglass implemented automated “on my way” messages based on live technician location and job data, giving customers clearer arrival estimates and reducing inbound calls to the contact centre. The results included a 30% reduction in call rates and a 15-point improvement in NPS, while also increasing efficiency and customer satisfaction.

Autoglass