The Saint-Gobain Group company, which is a market leader in providing general insurers, brokers and intermediaries with 24/7 nationwide repair services, increased call centre staff by 50 per cent to ensure a consistently high quality service was delivered.The team, which is based in South Yorkshire, answered over 85% of calls within 20 seconds, helping to minimise anxiety for customers during a stressful period, with 83 per cent of calls received relating to damage to conservatory roofs.
The Midlands area took the brunt of the harsh weather that swept across the whole country with 30 per cent of instructions coming from Leicestershire.
GLASSOLUTIONS is in the unique position of being able to draw quickly on the support of other Saint-Gobain Group companies at such times, including builders merchants Jewson. The companies provided a rapid response service to make sure materials were readily available to secure conservatory roofs, doors, windows and garages to prevent further damage or loss.
Andrew Betteridge, Insurance Sales Manager at GLASSOLUTIONS, said: “The adverse weather conditions and hailstorms brought a massive surge in customer calls and we’re delighted with how well we’ve been able to respond and consistently deliver great service. We have been working closely with our suppliers to obtain stock of conservatory roof sheets and have sought availability of a storage facility through another group company of Saint-Gobain. We have reviewed our processes to focus on keeping lead times to a minimum and are keeping customers well informed of progress.”
As one of the major service providers to the UK insurance and facilities management industries, GLASSOLUTIONS uses state-of-the-art systems to maintain effective communication channels with major organisations. At the heart of this is its web based Crisis Commander system which provides up to date information on the status of repairs securely 24/7 and this proved invaluable to customers following the recent storms.