Your customers want to choose when and how they interact with brands. Omni-channel is all about offering customer choice and personalization throughout the experience. Some customers prefer texting. Others want to complete the entire transaction online. Some may start with a digital interaction, realizing part-way through that they need assistance. They might get on the phone or start a web chat to resolve the issue.

The Safelite family of brands is now fully omni-channel for glass scheduling. This means a customer can start the scheduling process through one channel and pick up the process or make changes later using an existing channel without having to provide the same information twice. Depending on your customers’ needs, Safelite Solutions can help facilitate glass service scheduling through a variety of channels, including:

• Contact center
• Interactive voice response (IVR)
• Multi-modal tools levering voice & web
• Customer self-service
• Agent scheduling or schedule initiation
• Social media

When possible, our goal is to allow your customers to schedule service at the time of FNOL contact. Regardless of whether your customers are scheduling glass repair or replacement through Safelite AutoGlass^®, an affiliate shop, or a non-program shop, we strive to provide a solution at the time of their initial contact.

We also are continually developing solutions to make it easy for your customers to ensure they’re getting the most accurate service – saving time and expense to all involved. We are committed to continued innovation that improves the customer experience with solutions such as photo upload so our claim service representatives (CSRs) can assist the customer in selecting the appropriate service and WebChat for live, online guidance through the claim process.

In today’s fast-paced, safety-minded world, your customers want to know WHO and WHAT to expect – and WHEN to expect it. At Safelite Solutions, we take this seriously. Immediately after scheduling glass service for your customer, we send a Confirmation Email to verify the appointment and service details.

Safelite AutoGlass – a preferred provider for Safelite Solutions – takes extra steps to ensure your customer is informed, including sending a Technician Profile Email for mobile service, a Location Profile Email for in-shop service and an On My Way Text™ prior to arrival.

We maintain a robust network of over 7,500 customer-focused glass shops – including industry leader Safelite AutoGlass and independent network shops, and always honor customer shop preference. Through our Net Promoter Score Survey^® (NPS^®), we monitor shop performance and in 2021, over 98% of policyholders who had their glass service performed by a Safelite shop said they were likely to renew their auto policy based on their experience. 

Safelite Solutions has been a pioneer in educating insurance carriers, fleets and drivers around emerging vehicle technology. Today's modern vehicles are often equipped with advanced safety systems. These systems require recalibration during windshield replacement service. Using our proprietary vehicle database, we can set expectations with the policyholder at the time of scheduling, and are often able include replacement and recalibration in a single visit.

Regardless of which glass shop your customers choose, we send each customer who provides an email address our Net Promoter Score (NPS) Survey to measure their experience. We share the results and survey comments with our clients to benchmark and continuously improve. Safelite Solutions program shops typically yield results considered world-class in any industry. In addition to the NPS Survey, we have a process in place to seek customer ratings and reviews.

In the rare occasion in which a customer has a negative service experience with a shop or needs to enact our nationwide lifetime guarantee, we have both an Executive Services and a Client Care Team in place to address the customer’s concerns or schedule follow-up service. Safelite Solutions manages the warranty and service recovery processes from beginning to end so you don’t end up stuck in the middle.

An end-to-end claims experience doesn’t end when the service is performed. Much of the value we bring to our clients is based in our seamless and timely payment process. We have digital integration with many shops to facilitate billing and payment processes. And we work with our partners to ensure the same for those outside our network.

We record 100% of our calls and can provide our clients with a recording of a specific transaction within 24 hours of request, and our unfiltered performance metrics ensure we report the true policyholder experience. Clients also have the ability to retrieve their own call recordings. As a true client partner, we believe you should have access and transparency to all information relative to your policyholder or customer data.

Our client portals convey critical data such as call volume, call activity, NPS results, and other statistics related to performance. We also offer best practice guidance to improve future performance as we continue to work together.