Belron: Innovative Call Centre System Improves Customer Service
Client: Belron
Challenge: Improve data management and increase customer service by linking back-office systems with the front office.
Solution: A ‘Bridge Solution’, which included the development of a state-of-the-art call centre that was integrated with back office systems.
Results: Improved customer service, increased revenue, greater service differentiation and fully integrated business processes with call-handling.
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Belron is the world’s largest automotive glass repair and replacement (AGRR) company, generating revenues of over €2Billion last year. The only global player in the AGRR market, it owns the best-known brands in the industry and in the UK they are known as Autoglass.
Around the world Belron operates in 28 countries on four continents and has over 1,700 branches and 8,000 mobile repair vehicles serving over 8 million customers a year. In both revenue and operations, Belron have doubled in size since they contracted with CSC in 2001.
Back-office support
Autoglass’ business objective was to improve the reliability of its management data and in particular obtain improved visibility on sales and margins. The company also aimed to quickly transfer production requests to the workshops, without a second information entry.
This would be accomplished by creating links between the back office and the front office. To enable this, CSC was contracted, within its 10-year outsourcing agreement, to implement a call centre system that directly linked to back-office support systems.
‘Bridge Solution’
CSC implemented the ‘Bridge Solution’ which modernised Belron’s back office systems, including job control, finance, stock, logistics, sales and marketing. These were all re-engineered and a state-of-the-art call centre system was developed and integrated with back office systems developed in Oracle software.
For the customer call-handling system, the business systems are now directly linked to call-handling so that the call centre staff can deal fully with every call without transferring callers to other departments. Calls that need a particular skill set are routed to defined individuals and when calls are transferred the customer data displayed on the screen is transferred along with the call.
The CSC solution has improved customer service, increased revenue, provided greater service differentiation and has enabled business processes to be fully integrated with call-handling. In addition, the solution has improved the conversion rate from call to order.