National Windscreens accelerates digital shift

A new website has gone live to mark the launch of National Windscreens’ next generation digital platform.

This follows research that has reported a 66% peak in daily ecommerce sales at the height of lockdown, and a 10% growth in ecommerce sales during 2020 alone.

Nigel Paling, commercial and services director at National Windscreens, said: “We have seen online bookings more than double over the past four years. Over 20% of all bookings we receive are now online and we expect this trend to continue accelerating. Our customers want to be able to contact us through whichever communication channel they find most convenient and they quite rightly expect to receive the same seamless service, whichever route they choose.

“Customers can make contact by walking into one of our nationwide networks of workshops; booking via the website; telephoning or SMS, using webchat or messaging via social media. In all cases the objective is simple, from one point of contact we will collect all the information we require to complete the job.”

To achieve this National Windscreens has partnered with Vodafone to utilise its cloud-based contact centre solution, storm. This platform allows almost any kind of communication and provides real time information across the business.

Just one of the new features allows people to identify a windscreen chip size and position with one drag and drop action. The system interrogates several databases to get the most complete picture of ADAS calibration requirements for the specific vehicle and provides live calendar availability, with morning and afternoon preferences, for workshops and mobile units for the next 62 days.