Instant Windscreens & Tinting wows customers with new automation technology

20 OCTOBER: Instant Windscreens & Tinting’s mobile workforce has taken to the road with brand new industry technology that transforms the way customer service is delivered.

Australasia’s largest independent fitting business, Instant Windscreens and Tinting was determined to remove their reliance on paper-based processes and operate with the lightest possible administrative workload. Their technology shopping list included the requirement to automate client communications, manage warranties, simplify OSH compliance, and support their mobile fitters by finding the fastest routes to and between jobs.

RIGA JourneyPRO, an automated job management and tracking platform from local managed services partner, Real Innovation Group AU (RIGA), ticked all Instant Windscreens’ boxes and was implemented in 2019.

RIGA JourneyPRO immediately improved the Instant Windscreens’ customer experience with its automated real-time alerts. “Multiple customers say that they love getting the SMS, and being able to click on a link and see that their fitter is on the way. They think it’s an excellent experience,” says Jolene Blair, Call Centre and Communication Manager for Instant Windscreens. “People go ‘wow, that’s different, that’s something we have never had before’.”

And customers aren’t the only ones being wowed. Ruan Honiball, Instant Windscreens’ General Manager, says, “JourneyPRO is a ‘first-in-our-industry’ technology that improves our customer service offering, and claims back approximately 2,000 hours monthly in route scheduling for our branch management teams.”

RIGA JOURNEY manages all Instant Windscreens’ jobs in one place. Mobile unit call outs are allocated using a simple drag-and-drop action. Job, insurance, warranties, inspection photos and customer documentation are stored in one easy-to-access digital repository. Every Instant Windscreens’ fitter has a Samsung tablet linked to JourneyPRO’s built-in route and service grouping capabilities.

JourneyPRO also helps clients to understand their warranty coverage, which has made a huge difference, Blair reports.  “Because the fitter now has those details at hand, they can make customers more aware of what they’re entitled to. We also take photos of the vehicle before we work on it, and often find that customers weren’t aware of existing damage on other parts of the car. It protects us and reinforces to the customer that we have thorough processes.”

With the field service experience nailed, RIGA recently rolled out Instant Windscreens’ new instore module. “We are very excited,” says Blair. “It provides our customers with a seamless experience whether they come into one of our branches or use our mobile service, with features like automated SMS notifications when the vehicle is ready.”

Blair acknowledges that other big players in their industry are adopting similar platforms, and says it’s essential Instant Windscreens stays ahead of the game and remains competitive. “JourneyPRO has been a great differentiator for us, particularly with our larger customers. We’ve had very positive feedback from customers when we step them through the capabilities we have now, thanks to JourneyPRO.”

 

“For a business like ours, where we want to stay at the forefront of technology, we are always looking at ways to do thing better. One of the best things about working with RIGA is they help us do just that.”

About Instant Windscreens & Tinting:

Established in 1983, Instant Windscreens is now the largest independent fitting business in Australasia. As well as replacing and repairing windscreens, they tint vehicle, domestic and commercial windows. The company has 43 branches throughout Australia and New Zealand, backed by an impressive fleet of mobile fitters. 

About RIGA

Real Innovation Group (RIGA) produces innovative technology solutions and services for businesses and organisations across the globe, including ERP, enterprise management suites, ICT, and 24×7 managed service support for retail systems.

RIGA has service desk staff, senior technical engineers, project managers, software developers and field engineers across offices located in Melbourne, Brisbane, Perth, Malaysia, Vietnam, and New Zealand.

About JourneyPRO

RIGA JourneyPRO is an automated job management and tracking platform providing:

·        End-to-end job management

·        Forecasted vs actual job costs

·        Automated reporting, fully customisable

·        Easy drag-and-drop job allocation

·        Job check-in and check-out

·        Optimised routing to save fuel and time

·        Ability to manage multiple scenarios on one job

·        Minimised paper handling with customer-linked document storage

·        OHS compliance, with onscreen equipment specific forms