Glass Management

Key Points of Note:

A PVS process that ensures:

Reduced Vehicle Downtime
National Coverage
Reliable and Cost-Effective Service
Outsourced Management
Comprehensive Cover

Notes: PVS works in partnership with Auto Windscreens to ensure any fleet vehicle glass repair, replacement or ADAS calibration requirements are conducted quickly and to an exceptional standard. Their competitive services are tailored to reduce vehicle downtimes and manage costs.

Improving Glass Management reduces vehicle downtime and improves efficiencies leading to increased profit.

The Detail

Key Operational Advantages for Fleet Operators

Auto Windscreens, a non-franchised UK leader in glass repairs, replacements and ADAS calibrations, has a long-established relationship with PVS. Through its customer-focused provision, PVS is able to offer a high-quality end-to-end glass solution as part of our fleet management services. The Auto Windscreens brand is over 50 years old, and the business has a reputation for innovation and excellence. Regardless of make, model or size, they can provide their service to all partners’ customers.

Auto Windscreens holds many certifications/accreditations to ensure quality, safety and responsibility including:

ISO 45001 (2018) Health and Safety Management System
ISO 9001 (2015) Quality Management System
ISO 14001 (2015) Environmental Management System
Cyber Essentials+
Institute of Customer Service’s coveted ServiceMark
Safecontractor.

Image capture facility for pre and post replacement.

Auto Windscreens was the first glass provider to introduce pre and post glass installation inspection videos. The latest TechView system, designed by in-house IT specialists and used since 2020, allows technicians to film via their Samsung tablets a short but thorough video of each vehicle’s internal and external condition, alongside mileage.

This provides protection for all parties, offering transparency of any vehicle damage before and after any work takes place.

Each video is linked directly to the job it relates to and is easily accessible for viewing.

Management of glass according to policy

PVS works in partnership with Auto Windscreens to ensure any fleet vehicle glass repair, replacement or ADAS calibration requirements are conducted quickly and to an exceptional standard. Their competitive services are tailored to reduce vehicle downtimes and manage costs.

In 2021, the company completed more than 300,000 jobs for a host of partners and in 2022 year-to-date has achieved an average Net Promoter Score of 80+ and a customer satisfaction score of 91%, along with a Trustpilot score of 4.7 and an extremely low complaints ratio of less than 1%. The seamless end-to-end solution offers efficiency and ease right from initial contact and appointment booking, through to job completion and invoicing.

Booking an appointment

Customers are able to contact Auto Windscreens’ UK-based contact centre 24/7 365 days a year to report damage either via telephone, email or web chat (online route due to go live in 2023). Their expert, friendly agents take all the required information at this point to determine whether a repair or replacement is needed. Working to BSau242b/MOT standards, Auto Windscreens will always conduct a glass repair where possible to save cost and time.

Once the appointment type is ascertained, agents have access to a scheduling board via the company’s bespoke integrated workflow IT platform and offer customers the first available appointment in their area/postcode. Agents endeavour to book appointments at a time, date and location that is convenient to the customer. If the appointment is not suitable, this can be escalated to an Area Deployment Centre to handle as part of jeopardy management and to ensure any SLAs are met.

Robust processes and ARGIC codes enable the identification of the right parts and material requirements at the point of booking, along with any ADAS (Advanced Driver Assistance Systems) calibration needs and validation.

Auto Windscreens’ main glass provider is Pilkington – one of the world’s largest OEM and OE producers of motor glass. Pilkington holds and supplies over 97% of Auto Windscreens’ fast moving lines, with a delivery SLA of 99% within the overnight orders sent. They also work with other key suppliers and all manufacturers and dealers to source any vehicle glass in the UK. In the last 12 months, Auto Windscreens has achieved a 98% right first-time parts rate.

At the appointment

Customers receive a call from their assigned technician on the day of their appointment to provide an estimated time of arrival. Appointments take place at one of the company’s 71 fixed centres or at a location chosen by the customer, utilising a 270-stong mobile provision. All vehicles and sites are Auto Windscreens branded to ensure professionalism and consistency throughout the UK. Technicians, who also wear a mandatory uniform, receive industry-leading NVQ training and work to the highest standards; a claim substantiated through feedback received from customers via an independent SMS surveys issued after jobs are completed - 95% of technicians score 9 or 10 consistently.

Where a replacement appointment takes place, Auto Windscreens looks to complete ADAS calibration if needed utilising Hella Gutmman equipment and software, offering customers the convenience of a single appointment solution. Nearly all calibrations are conducted in-house and Auto Windscreens works directly with manufacturers either by remote devices, such as the Hella Mac Remote, or physically within their dealer networks to provide 100% coverage. Regardless of whether the calibration takes place in-house or at a dealership, Auto Windscreens handle the customer’s preferred journey, making the process smooth and simple.

Standard technician business hours are 8.30am to 5pm from Monday to Friday, 8.30am to 12.30pm or 8.30am to 5pm Saturdays. Some areas within the Capital region work from 7.30am to 4pm. Outside of normal business hours, Auto Windscreens operate an on-call system and out of hours emergency service, meaning technicians are available 365 days a year.

After the appointment

Customers receive a lifetime glass repair and replacement workmanship warranty and , where calibration takes places, a certificate is sent via email to inform the customer that their front facing camera has been successfully calibrated and any sensors linked to the windscreen are working to manufacturer specifications. They also receive an SMS survey straight from Smart Survey seven days after completion of their glass repair or replacement. They answers several questions covering the ease of booking an appointment, the service received from technicians and how likely they are to recommend Auto Windscreens.

Invoices are automated and all work conducted for PVS is collated via MI packs which provide, to give an example, conversion/completed work, scheduled work, spend, call statistics, customer satisfaction and repair/replacement ratios, plus lots more.