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May 24 & 25
2016
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How Safelite achieves mass personalization in field service

In 2013, Safelite Autoglass made a strategic shift to allow key program decisions to be made by someone who knew a ton about its customers, its customers. After listening to focus groups describe their expectations of a perfect field service experience, one of Safelite's first initiatives was to enable more timely, flexible and personal communication with its customers. However, with thousands of field service technicians and millions of customers to serve each year, some amount of automation would need to be included in order to ensure a high-quality experience was delivered each time. With their On My Way Text program, Safelite struck a balance of automation and customization, unchained its text-friendly customers from long service windows and delivered exactly what their customers wanted.

Nate Beckman
Safelite Autoglass
,
Business Analyst