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| case study: Virtual Works and PG Glass |
case study: Virtual Works and PG Glass
Like many service industries, the glass replacement industry is about speed, efficiency and convenience. If a customer’s glass cracks or breaks, the customer wants it repaired or replaced as swiftly and conveniently as possible.
Keenly aware of the consumer’s decision making criteria, market-leading Southern African glass supplier, PG Glass constantly looks for ways to serve customers faster and more responsively than the competition. So when figures revealed that there are now nearly 5 million regular Internet users in South Africa, the company went about finding better ways to exploit the web channel for competitive advantage.
The Group’s Managing Director Rob Curle recognised that the latest and more powerful generation of the Internet was capable of vastly more than simple brochureware hosting and was determined to put web and mobile technology to use more effectively in order to satisfy customers’ needs – and leapfrog conventional web site capabilities.
After extensive research, PG Glass selected The Virtual Works to supply the specialist expertise and systems to put the Net to work strategically for the firm. The Virtual Works’ locally developed V3 system was custom configured to suit, and now administers the PG Glass web site’s backend. It makes it easy for customers to post a service request on the web site without having to navigate through the whole site to find a solution. The system uses intuitive rules to automatically match a customer’s profile and need for service to the right resource at the right PG Glass franchise - and instantly distributes the enquiry to the mobile phone of the right person on the PG Glass side. The technology sends a reference number to the customer and then tracks the service fulfilment using customisable rules to automatically alert PG Glass staff and managers to workflow delays by email and SMS. Detailed reports provide the PG Glass team with service measures and benchmark data in order to immediately identify service interruptions or areas requiring improvement, as well as the information required to identify and reward employees for superior service performance. The system securely stores customer data in a unified system, making it available via a password and user ID protocol to PG Glass franchisees over the Internet on demand.
Thanks to the V3 system, most leads are precisely routed to the branch in just a few seconds – putting customer enquiries into the hands of the right PG Glass people hours before competitors’.
The results so far have shown that investing in technology to implement and maintain CRM is not only vital in business, but extremely profitable. In the first 8 months of V3’s operation, PG Glass experienced a 110% increase in Internet generated leads, which translates into a significant increase in sales and an impressive ROI on the technology investment.
Like many service industries, the glass replacement industry is about speed, efficiency and convenience. If a customer’s glass cracks or breaks, the customer wants it repaired or replaced as swiftly and conveniently as possible.
Keenly aware of the consumer’s decision making criteria, market-leading Southern African glass supplier, PG Glass constantly looks for ways to serve customers faster and more responsively than the competition. So when figures revealed that there are now nearly 5 million regular Internet users in South Africa, the company went about finding better ways to exploit the web channel for competitive advantage.
The Group’s Managing Director Rob Curle recognised that the latest and more powerful generation of the Internet was capable of vastly more than simple brochureware hosting and was determined to put web and mobile technology to use more effectively in order to satisfy customers’ needs – and leapfrog conventional web site capabilities.
After extensive research, PG Glass selected The Virtual Works to supply the specialist expertise and systems to put the Net to work strategically for the firm. The Virtual Works’ locally developed V3 system was custom configured to suit, and now administers the PG Glass web site’s backend. It makes it easy for customers to post a service request on the web site without having to navigate through the whole site to find a solution. The system uses intuitive rules to automatically match a customer’s profile and need for service to the right resource at the right PG Glass franchise - and instantly distributes the enquiry to the mobile phone of the right person on the PG Glass side. The technology sends a reference number to the customer and then tracks the service fulfilment using customisable rules to automatically alert PG Glass staff and managers to workflow delays by email and SMS. Detailed reports provide the PG Glass team with service measures and benchmark data in order to immediately identify service interruptions or areas requiring improvement, as well as the information required to identify and reward employees for superior service performance. The system securely stores customer data in a unified system, making it available via a password and user ID protocol to PG Glass franchisees over the Internet on demand.
Thanks to the V3 system, most leads are precisely routed to the branch in just a few seconds – putting customer enquiries into the hands of the right PG Glass people hours before competitors’.
The results so far have shown that investing in technology to implement and maintain CRM is not only vital in business, but extremely profitable. In the first 8 months of V3’s operation, PG Glass experienced a 110% increase in Internet generated leads, which translates into a significant increase in sales and an impressive ROI on the technology investment.
Other paybacks to PG Glass following the strategic application of Web services include:
The speed of response to customers’ needs, and the reliability that flows from lead tracking, has positively impacted the PG Glass brand.
The measurement of service workflow has resulted in a greater employee focus on customer service delivery.
The firm has achieved significant savings as in-bound call volume has shifted to a significantly lower cost Internet channel. The costs of lead distribution and administration have also reduced thanks to the Internet system.
Customised reports can also track transactions from leads to completion in order to establish performance benchmarks.
PG Glass: www.pgglass.co.za
The Virtual Works: www.virtualworks.co.za
The speed of response to customers’ needs, and the reliability that flows from lead tracking, has positively impacted the PG Glass brand.
The measurement of service workflow has resulted in a greater employee focus on customer service delivery.
The firm has achieved significant savings as in-bound call volume has shifted to a significantly lower cost Internet channel. The costs of lead distribution and administration have also reduced thanks to the Internet system.
Customised reports can also track transactions from leads to completion in order to establish performance benchmarks.
PG Glass: www.pgglass.co.za
The Virtual Works: www.virtualworks.co.za
