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Autoglass aims to improve customer service with branch closures

Autoglass’s proposal to close the majority of its branches is a bid to improve customer service.

As reported in AM earlier this week, Autoglass was in talks to close its entire 100-branch network to cut costs and refocus as a mobile repairer dedicated to taking its service direct to customers.

The UK-based glass repairer told Fleet News today that it plans to close 73 of its branches, with operations being passed on to regional hubs.

Work volumes have fallen at its branches with 90% of repairs being carried out by mobile technicians. Investments into introducing automated scheduling systems, PDAs and the ‘Vanbrella’ – a canopy which allows technicians to work even in wet weather – has meant that its technicians are more than capable to work on-the-road.

Speaking to Fleet News, sales and marketing director Neil Atherton said: “Around 95% of our customers want to be served at a place that is convenient to them as opposed to our branch network.

“We’ve historically brought vehicles into our network because it’s convenient to us. In today’s world, which is much more customer-centric, we recognise that we need to be carrying out that work at places that are convenient to our customers.”

Atherton said that its customers have reacted positively to its plans.

“They understand the rationale behind what we are doing and furthermore I think they are excited about the fact that this proposal will enable us to serve their customers more efficiently and effectively.

“We have been putting in a significant amount of investment to make us more efficient and to enable us to serve our customers better,” he said.

Meetings with affected staff are to take place in the New Year.

Source: Fleet News



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