VEHICLE AWNING CASE STUDY - NATIONAL WINDSCREENS
HOW A BROADVIEW AWNING SOLUTION LED TO ALL-WEATHER WORKING AND ENHANCED CUSTOMER SATISFACTION
"Our successful relationship with Broadview now allows the option of undercover mobile fitting along side fitting at one of our centres."
NATIONAL WINDSCREENS (CHARLES PUGH WINDSCREENS LTD.)
National Windscreens has the UK’s largest network of fitting centres carrying out vehicle glass repair and replacement and 800 mobile vans servicing motorists – 24 hours a day, 7 days a week. The company perform to a 4.6/5 excellent customer satisfaction and “Time to Serve” remains as its core value. However working in wet weather presents a costly problem and National needed to find a solution to reduce the number of working days lost each year due to the bad weather. A vehicle windscreen needs to be changed in dry conditions due to the special bonding agents used and the British weather makes it difficult to keep the technicians out working continuously on the road replacing windscreens. Time lost is inconvenient and costly to both the company and the customer.
In December 2015 Mark Payne of National Windscreens (Charles Pugh Windscreens Ltd.) appointed Broadview Vehicle Awnings to address its new Ford Transit Custom fleet of vans with an undercover solution that would allow its technicians to keep working whatever the weather. After a product development period between National and the Broadview team a trial unit was tested. The awning proved successful and with an increase in completed jobs in bad weather further units were added to the new fleet. The Broadview solution is easily extended by a single technician in around 3 minutes and requires minimal additional storage space inside the van. The car is parked underneath the canopy whilst the technician replaces the glass without rainwater interfering with the windscreen replacement process and entering inside the customer’s car.
“The teams at National Windscreens and Broadview Vehicle Awnings worked closely together and the result has made a huge difference to offer the Mobile Windscreen Technicians the ability to satisfy customers requirements and complete work on the day of the appointment. The awnings have complemented National Windscreens branch network giving yet further customer satisfaction through quality service during inclement weather periods which would not have been possible without the excellent product and service given by Broadview” commented Paul Henshaw of National Windscreens. Ian Pratt Director at Broadview commented “ We have spent time understanding the needs of mobile windscreen technicians. Now the company can operate in poor weather conditions it has improved service to their customers. We are pleased to be assisting National Windscreens.”
“In the past due to inclement weather mobile appointments had to be rearranged; the new canopies give the company the opportunity to improve our service levels and get the job done first time. Dry conditions are required for the adhesive used in the fitting of the glass to adhere correctly which is an integral safety aspect of a vehicle plus modern glass replacement has become more technically oriented. Our successful relationship with Broadview now allows the option of undercover mobile fitting alongside fitting at one of our centres taking away both our and the customer's frustrations and inconvenience through wasted journeys and time off the road.”