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 Case study

Overview

Allglass Windscreens is one of the largest automotive glass repair and replacement organisations in Ireland, providing services to the general public, motor trade, insurance industry and national road users. The company operates from a series of local depots – the largest network of its kind in Ireland – and offers clients a fleet of 100, fully mobile service, vehicles – enabling the company to provide its customer-base with a reactive service 24 hours a day, 365 days of the year.

The paperless challenge

The biggest challenge facing the company was being able to effectively manage the vast volumes of paperwork being created on a daily basis – both by office staff and field engineers.

Operating from an extremely busy call centre, all client appointments are logged and scheduled via the company’s call centre management software, Kernal. In the past, office staff would physically print all job sheets and paperwork for field engineers to collect before client appointments. This involved engineers driving back and forth between the office to pick-up and return completed paper forms. When thousands of jobs were involved per day, this equated to vast volumes of paperwork, fuel, time, administration and resources.

Collating, re-entering and evaluating the data was also highly time consuming and slowing down the company’s customer reporting and invoicing processes. It also lacked any real time evidence (photos, geo tags, date and time stamps). This was a crucial requirement for the company since it needed to be able to provide its customers with real time evidence of proof of works.

The company therefore desperately wanted to digitise and automate this entire process. It wanted to fully mobilise its engineers so that they could receive and complete all jobs and associated paperwork on smartphones or tablets – freeing them up so that they had more time for client appointments and call-outs.

The paperless solution

After careful consideration, Allglass opted for the mpro5 mobile enterprise platform, developed by Crimson Tide. Allglass felt that mpro5 was an ideal fit for its business needs, particularly since all services (mobile devices, software, Microsoft Azure cloud hosting, reporting, support and training) were included in the monthly subscription – meaning that the company could easily measure and achieve return on investment and avoid large upfront set up costs.

Job scheduling from mpro5

Allglass was already using the call centre management software, Kernal, for recording and scheduling jobs to field engineers. The crucial component that the company lacked was the mobile element – having the ability to push jobs created in Kernal to the smart devices of its staff.

Through simple integration via mpro5’s API, all jobs logged and scheduled in Kernal are now automatically sent to the smartphones and tablets of Allglass’ engineers.

These jobs mirror the exact specifics logged on Kernal, such as time, location, client, registration details and all replacement works that need to be carried out. The engineer simply logs into the mpro5 application on their smartphone or tablet, follows their daily route and carries out their assigned job tasks.

Mobilising paperwork and workflows with mpro5

Mobile forms can also be attached to jobs for field engineers to complete whilst on site. As part of the service, Crimson Tide worked with Allglass to create bespoke mobile forms that matched the company’s existing paperwork and workflow processes. These included forms for windscreen replacements and vehicle inspection reports – both of which guide users through a series of dynamic questions relating to the particular job type and scenario they’re facing.

Real time evidence with a complete audit trail of work completion

Questions might prompt users to take photos of the customer’s vehicle before and after any repair work has taken place, or to use the canvas feature to annotate the image with any areas of existing vehicle damage, such as scratches and dents. This is an incredibly beneficial feature providing Allglass’ legal department with real time evidence should it need to contest any false damage claims made against the company. Additionally, mpro5 automatically captures a geo location tag and date and time stamp of all jobs and forms completed by staff – giving Allglass’ managerial team visibility over the completion statuses of all jobs in real time.

Secure data synchronisation and storage via the Microsoft Azure cloud

Once complete, all data captured within the mpro5 application synchronises with Kernal where it’s securely stored. As mpro5 is hosted on Microsoft Azure, all data transmission occurs securely via the cloud.

As soon as a job or mobile form has been completed, an email alert is fired out automatically to managerial staff, including a link from where they can download the job completion report.

Office staff can also analyse the data in real time and run reports to compare data across the entire organisation, such as determining which local depot is performing best, total repair works completed by staff over set time frames and any areas of the business that might need improving.

Using mpro5 for managing and keeping Allglass’ data centre secure

Due to its success, Allglass has since identified additional areas within the business which it felt could benefit from mpro5. The company has an on-premise data centre, which it uses to store customer data. It’s imperative that the centre is checked on a regular basis to ensure that all data has been backed up, is secure and that the correct opening and closing procedures have been carried out. In the past, this entire process was completely paper-based.

Now with mpro5, Allglass simply uses the system to schedule jobs to relevant staff to complete the necessary opening and closing checks on smartphone or tablet. They are guided through a flow of specific questions which require them to perform certain checks and procedures at various sites throughout the data centre. Once complete, they simply use their mobile device to scan the unique QR code in the area which verifies that the check has been completed and also takes a date and time stamp of the completed work. All of this has further helped Allglass to rid itself of paperwork and further streamline its business processes.

The results

Complete visibility of work completed

Simply by having access to real time information, field engineers can carry out their daily tasks swiftly and more efficiently than before, whilst management have complete insight into the performance of the business, enabling better business decisions. Additionally, they can be more competitive and provide their customers with an improved service, as a direct result.

Significant reduction in costs

By mobilising its workflows and paper-based processes, the company is also benefiting from significant cost reductions through minimising paper, printing, post ink and fuel usage throughout the company.

More productive workforce

Additionally, administration and managerial staff have more time to spend on more pressing business matters since they have removed reliance on manual processes within the business. Double data entry and manual report creation are a thing of the past. Field staff also have all the tools they need to complete jobs and associated paperwork on mobile devices – no longer tying them to the office – meaning they have more time for customer on-site visits.

Real time evidence

Having access to real time evidence (photos, date and time stamps, geo tags) has been of great value to the company, since it has been able to provide its legal department with real time evidence should it need to contest any false claims made against the organisation.

“mpro5 has enabled Allglass to move towards being a Paperless operation. We aim that in 2017 we will have achieved this. More importantly mpro5 gives the Allglass customer a better experience as, rather than filling out forms, everything is done through mpro5.” 

James Craven, Manager

Thank you