Case Study: Safelite Improves Productivity Among Field Service Automotive Technicians

The US-based company, Safelite® AutoGlass, employs more than 3600 field technicians to repair and replace annually Previously Safelite's process consisted Safelite® AutoGlass employs windscreens for over three million United States customers annually. Previously, Safelites of dispatching technicians and providing administrative reporting manually.

Each day, at the beginning of their shift, technicians were required to drive to a central location to pick up work orders and return at the end of their shift to drop off their completed paperwork. Therefore, the only way a staff member could alert the technician about work order changes was to call him on his two-way Nextel BlackBerry®. These calls were distracting to the technician, especially if he was in the middle of a job. "Commonly, work order changes occurred [e.g. changes to appointment time and contact telephone numbers] and happened any time of day," says Nathan Beckman, MRM Project Manager, Safelite. "For records purposes, the staff had to update the most recent work order with new information as soon as they received it. On average, work orders were printed five times a day, creating wasted paper."