The Challenge
America’s number one glass repair company, SuperGlass, began a UK franchise in 2013 which has expanded rapidly.
SuperGlass UK had been using email to distribute jobs but this resulted in inconsistency and delays.
As a consequence, service was being hampered – a major issue for a brand that highlights service as their key differentiator.
They needed a transparent system that would ensure all UK franchises work the same way for consistency, quality and compliance purposes. They also needed operational visibility to help ensure they could meet their customer promise of a 100% guarantee.
The Solution
Following initial conversations, it quickly became apparent that Oneserve Lite would be a perfect addition to instil transparency and efficiency. Specifically designed to enhance business growth, Oneserve Lite provides secure cloud based job distribution with detailed job sheets and optimised workflows to ensure everyone works to the same most efficient processes.
The software also provides a straight-forward way of recording job progress including the use of digital images to demonstrate work completion. Operatives record all data on their mobile device giving an instant audit trail, job performance visibility and immediate access to data to help monitor service levels.
“We have been able to promise and deliver a level of detail and transparency that surpasses our competition. From a sales point of view, this enables us to successfully pitch to bigger customers and secure mutually beneficial relationships with some key players in the repairs industry.”
Phil Wells, Director
The Result
Consistency guaranteed
By selecting Oneserve, SuperGlass UK securely and effectively distribute jobs, whilst accurately capturing information from all of their operations. This information is standardised across the organisation, safeguarding the quality and consistency of all work.
Simple, effective processes
The nature of a franchise business means we needed to consolidate the requirements and create a best-in-class solution that met everyone’s needs. We achieved this by introducing easy to follow workflows which significantly reduced the time taken to complete admin and reporting tasks.
Improved service
By integrating Oneserve Lite into their service operations across all UK franchises, SuperGlass UK has enhanced their customer service and gained competitive advantage. Having the means to capture job information on a level superior to other industry competitors has exceeded expectations and enabled SuperGlass UK to successfully demonstrate competitive advantage against larger, more established peers.
SuperGlass has been able to accurately distribute jobs throughout their organisation
Exceeding their customer's expectations and subsequently increasing competitive advantage
Improved, simplified workflows have reduced the amount of time SuperGlass spend on admin and reporting tasks