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13 April 2011

Autoglass wins Customer Contact Innovation Awards


Last night Autoglass was presented with two awards for contact centre innovation at the Professional Planning Forum Awards at the NEC Hilton, Birmingham.

The Professional Planning Forum is an independent industry body, which promotes best practice and professionalism in contact centre planning. One of the most prestigious awards events in the industry, the 2011 Customer Contact Innovation Awards has eight categories which recognise those companies whose outstanding initiatives have transformed their operations both within and beyond the Contact Centre.

In the category of Innovation for Enterprise Planning, Autoglass was awarded for its highly successful, but radical approach to enterprise resource modelling. The initiative, more closely aligned the contact centre with the operation, through the creation of a resource planning model, which created capacity and flexibility in the branch network to serve an extra 3,500 customers monthly, at no cost, and at the same time raise customer satisfaction. 

In addition Autoglass was voted as the overall winner of the night and presented with the Innovation of the Year  Award, beating off stiff competition from other category winners including British Gas, Capita, LV, RAC, SpecSavers, Surrey County Council and Vodaphone.

Nick Henwood, Autoglass Operations Director commented:

“We recognised that to meet demand we needed to align our operational resource and every branch needed greater visibility of the demand.

By extending the resource planning model we developed for our contact centre, we were able to use the same methodology for forecasting and capacity utilisation across the operation to transform service delivery in the branches. In addition, we introduced a number of contact centre initiatives and as a result we increased branch resources by 27%, extended branch opening hours and increasing flexibility in all areas, providing our customers with greater convenience.”

Paul Smedley, Executive Director of the Professional Planning Forum

“This is a fantastic achievement from their planning team.  Autoglass have made a colossal cultural shift and actually changed the way that they manage operations across the whole company. People now work when and where there is demand, as a result of getting the right metrics and planning real flexibility. It’s had a massive impact on the customer experience. Every senior management team can learn something from Autoglass’ approach; that’s what makes the company such a worthy winner.”

 

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