Digitalising the point of sale enabled Carglass® to go paperless and offer superior customer service
With a goal of becoming more eco-friendly by using less paper, as well as automating processes for a better customer experience, Carglass® needed a partner for their digital journey.
Carglass® had always printed paper receipts for their customers, and considering they completed a job every three seconds on average, that really adds up. In view of the environmental impact, Carglass® knew they had to look into an alternative.
First they did some market research, asking their customers how they felt about paper receipts, and it quickly became clear that most customers already saw it as a hassle more than anything else. This trend was consistent across the country; users on Carglass® forums had even begun discussing it. The time had come to make a change.
The challenge with going paperless was that the customer needs to sign damage reports to pre-approve repair work, as well as claims forms. Furthermore, the technicians need to sign work forms upon completion of each stage of the work
Carglass® therefore needed a vendor who could not only provide an electronic signature for each of these documents but also integrate these steps into a seamless end-to-end digital workflow, eliminating all need for printers.
Carglass® started looking for vendors who could deliver what they needed: a solution with an intuitive user interface for their mechanics and service center managers, quick information processing so it didn’t slow down operations, and the vendor itself had to be easy to work with.
Of the vendors they considered, Scrive was the only one to tick all of these boxes. After seeing how responsive the support team was during their free trial, Carglass® decided to move forward with Scrive.
But before closing the deal, Carglass® needed to make sure the solution covered everything it needed to:
- Providing an audit trail that worked seamlessly with Carglass®’ accounting processes
- Being compliant with local legislation, like the Accounting Act, as well as EU-wide regulations such as GDPR
- Fit the needs of all its service centers, regardless of size and location
To test out Scrive as a “one size fits all” solution, Carglass® ran a pilot, selecting a mix of small and large sites, both rural and urban.
The pilot provided Carglass® the opportunity to further refine their requirements, including seeing how to customise the UI of the Scrive signing service to fit the needs of the business. It also showcased the wealth of improvements Carglass® could make to their processes across the business. This meant more efficiency while simultaneously reducing the company’s carbon footprint.
The success of this process resulted in many internal champions at the pilot locations, who were outspoken in their support to roll out Scrive’s solution across the entire network.