IFS, the global enterprise applications company, has announced that Auto Windscreens, the automotive repair glazing company based in the UK, has deployed IFS Applications in a full refresh of handheld devices used by technicians in the field.
IFS Applications, comprising of IFS Field Service Management and IFS Mobile Workforce Management, have enabled Auto Windscreens to simplify data flow and streamline operations. In addition, Auto Windscreens has upgraded its mobile system from Windows to Android, combining an entire refresh of its mobile devices.
The deployment of the updates took six weeks, with trainers travelling the UK giving one hour workshops with the technicians to ensure they were fully engaged with the benefits of their new mobile devices. Auto Windscreens was able to use both the old and new platforms side by side making the migration process as smooth as possible.
IFS UK Managing Director, Paul Massey comments, "This was a significant project for Auto Windscreens and the team has achieved great results since deploying IFS Applications. With support calls falling by 75 percent, the technicians are able to focus on what they do best – servicing their customers." The new Field Service Management ensures customers receive a reminder the night before they are due to be visited by a technician, cutting down the number of calls between the customer, switchboard and technician. With more than 200 Auto Windscreen technicians, this new process has increased the efficiency of the whole operation.
Chris Thornton, Managing Director of Auto Windscreens said of the process, "Having worked with IFS in the past we were confident that it had the suitable applications to help us with this project. The impact the upgrade has had on business efficiencies has been excellent and has given us some real added value; this is a fantastic result for us."
With the upgrades to IFS Field Service Manager and IFS Field Service Mobile Manger, Auto Windscreens is able to continue its exemplary service to customers, confident in the performance of its new mobile devices and software. Customer care is a key part of Auto Windscreens' business, with the company winning the Service Provider of the Year and Customer Care Award at the 2014 British Insurance Awards. The upgrade enables Auto Windscreens to continue to provide Total Customer Satisfaction.