Case Study: Smith & Smith Glass NZ streamlines glass product identification with Phosphor

Smith & Smith Glass NZ streamlines glass ordering with Phosphor, reducing errors across all call centres

Smith & Smith Glass NZ, a leading provider of glass repair services, faced challenges with their call centre staff needing to memorize complex data and perform intricate searches across multiple databases to find correct auto glass parts. They partnered with vendor Phosphor to develop a user-friendly application to streamline this process and reduce errors.

Phosphor implemented a solution that allows staff to input a car's registration to instantly receive the correct product code. The system intelligently selects the right database, finds the part, and integrates with Smith & Smith's ordering system. Following an agile process, Phosphor trained staff and refined the application, which is now fully integrated. The result is a streamlined process that has reduced errors and improved overall efficiency for both call centre and online users. Phosphor continues to support and expand the system.

Smith & Smith Glass NZ