Safelite: Delivering Superior Customer Service
With more than 40,000 daily contact center calls and many thousands of service technicians in the field, Safelite’s paper-based field service environment just couldn’t keep up with changing schedules and customer needs. Safelite had to connect both ends of the company information lifeline in real time. The ideal solution would be a mobile app to automate all work-related processes – from first customer contact to physical routing and tracking of vehicles, to updating customers on status and arrival times, to follow up with satisfaction surveys. Pega’s solution for Safelite is a mobile field service application built with Pega Field Service™.