Since the announcement on 28 February of Auto Windscreen’s rescue from obscurity by Trifords, there is already more than a glimmer of ‘new shoots’ about the company.
250 positions have been filled; 100 in the Chesterfield head office and a further 150 across the UK in 20 regional branches.
With ambitious plans to extend their network from 20 to 35 sites within two years, and further recruitment in the offing for technicians with a high level of customer service, AW is very firmly on the up.
Currently trading with 300 companies across the UK (including major fleet and insurance companies), the projection for year end is 5 times this figure.
They operate a 24/7 service for both appointment handling and fitting. Being part of an insurance group, there is a greater understanding of the key issues faced by a supplier. First and foremost, service is key.
To this end, they have announced details of their service level agreement:
- urgent requirements attended to within 2 hours
- call centre will answer at least 97% of all calls
- 85% of calls to be answered within 15 seconds
- customer satisfaction score aim 9 out of 10
Nigel Davies, who is overseeing the management of Auto Windscreens, advises that the current call response is 99% of all calls answered, 90% of which are answered within 10 seconds.
Nigel’s aim is to re-establish Auto Windscreens as a major national automotive glass provider – offering a local service solution sustained by a centralised support structure. He comments: “Our new model allows managers in our network complete autonomy, enabling them to guarantee prompt response times by managing their team of technicians and controlling all stock requirements themselves.”
The IT and communications infrastructure in place at the Auto Windscreens head office in Chesterfield has been eagerly embraced by the Zenith arm of the Markerstudy Group business. A FNOL centre has been established and eight agents are currently being recruited.
Nigel continues: “Our employees are instilled with the enthusiasm to provide total customer satisfaction. As part of a large group, we are already benefiting from the support and communication initiatives that all other Markerstudy Group employees enjoy, such as Talent Recognition, Red Letter Day points, Company Hero, monthly magazine, and weekly updates from myself. Clear communications from Group CEO, Kevin Spencer, are considered key in integrating the new business.
As we establish our footprint across the country, we are delighted with the significant levels of interest being shown as more companies and customers sign up to our service offering.”