Case Study: Safelite AutoGlass achieves seamless real-time field service and a 19% NPS lift with Pegasystems

Safelite AutoGlass Seamless service for 4 million customers a year

Safelite AutoGlass, which handles more than 4 million repair and replacement jobs a year and fields over 40,000 daily contact-center calls, was hampered by a paper-based field service model that couldn’t support real-time scheduling, routing, or customer updates. The company needed a mobile solution to connect call centers, technicians, and customers and automate the end-to-end service workflow.

Safelite implemented Pega Field Service’s Mobile Resource Manager on smartphones to automate clock-ins, routing and tracking, work orders, payments, receipts, and signatures while giving customers real-time status, technician photos, and SMS updates. The change eliminated information “black holes,” enabled on-the-fly updates, boosted Net Promoter Score by 19%, reduced reschedules and fuel/vehicle costs, and cut paper costs by about $250,000 annually.

Safelite Autoglass

Matt Weger

VP, Application Development