Case Study

Safelite eliminates paper for technicians in the field

"We turned to Pega for a solution that really allowed us to focus in on the customer facing aspects of our application."

The Organization

A member of the Belron family of companies, Safelite AutoGlass is the leading provider of vehicle glass repair and replacement services to more than 90 percent of U.S. drivers in all 50 states.

The Business Issue

Eliminate paper-based processes and improve real-time communications between dispatchers and technicians in the field.

The Results

Safelite Auto Glass leverages Pega Mobility to provide a seamless, exceptional customer experience, ensuring the customer sits at the center of every interaction. This relentless focus on the service experience has enabled Safelite to improve their Net Promoter Score from 73 to 87, as well as drive greater operational efficiency across their organization.

Related Resources

  • Learn how revolutionary digitization for end-to-end business processes leverages the capabilities of the Internet of Things.
  • Pega Field Service is an end-to-end solution for managing the entire field service lifecycle.

Pega Digital Process Automation

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Tags

  • Industry: Manufacturing & High Technology
  • Product Area: Operations
  • Challenge: Customer Service
  • Challenge: Workforce Optimization