Texting solution a 'glass ' act for glaziers

Texting with 027 helps Asset Management Network Ltd (AMN) deliver a fast, 24/7 window repair service for customers of insurance giant IAG New Zealand Limited (which trades under the State and NZI brands in New Zealand).

AMN CEO Brent Hayden explains, “We need to be able to coordinate an army of glaziers scattered around the country. It’s our job to ensure that broken windows – thousands each year – are replaced as quickly as possible. Speed is everything because when you’ve got a broken window you don’t want to be kept waiting."

Hayden says text messages are key to achieving this. "It’s an indispensable, reliable business tool that enables us to brief glaziers on jobs quickly and efficiently," he says. "There’s no paperwork to lose, no missed calls and no confusion over addresses.”

As more and more people are using text messaging to communicate with friends and family. Hayden says AMN's challenge was to see if this popular form of communication could be developed into an effective business tool. To find a solution, AMN looked to Telecom Mobile and wireless solutions provider ECONZ.

Simple implementation

“Because of the disparate nature of independent contractors in the trade service area," says Hayden, "we wanted a system that would work for everyone without having to deploy a high-end solution."

The solution had to help the independent contractors achieve high productivity levels, while at the same time keeping customer costs to a minimum. It also had to suit the needs of AMN's internal team and clients. Growth potential was also an important consideration Hayden says. "It was essential that the solution not only meet our current needs, but also provide full scalability as our organisation grows.”

Error-free communications

Telecom Mobile and ECONZ provided AMN with a text message-based solution. as Hayden explains, “Our text messaging is fully integrated with our backroom technology. We generate text messages to glaziers’ 027 mobile phones from our dispatchers’ web-based program that processes job requests from IAG NZ and other customers. The message contains everything glaziers need to get the job done quickly. When the windows are fixed, the glaziers text us and let us know. It’s the ideal way for us to communicate because it’s fast and error free.”

The two way texting facility and server ensures that the dispatch and management of independent contractors’ jobs can now take place via text message, from the job allocation stage, right through to notification when a job has been completed.

The AMN text messaging system went live in February 2003 when the company was appointed national supplier of flat glass services to IAG NZ, New Zealand’s largest insurance company representing almost half of the local general insurance market.

600450 Texting solution a 'glass ' act for glaziers glassonweb.com
Date: 4 March 2004
Source: Istart.co.nz

See more news about:

Others also read

The glass sector has the increasingly widespread requirement of having an unlimited catalogue of parametric shapes and creating new ones in a simple way without being an expert in the field.
Glass Confusion is starting the New Year with Beginning Fused Glass group classes. The three-week course will be held Wednesdays from 10 a.m. to 1 p.m. and again from 5 p.m. to 9 p.m.
Shoaib Akhtar is going to be back on Indian TV screens. He is going to be featured in the new TV ad campaign for Asahi Glass.
Worldwide glass-substrate capacity is expected to continue to grow more than 40% each quarter through 2005, as a result of capacity expansion by existing glass-substrate suppliers and new companies joining the market, according to DisplaySearch.
Western Pennsylvania’s once-thriving glassmaking industry is dwindling, as did the domestic steel industry and for many of the same reasons: competition and cost.
Christmas got a little bluer for the local glass industry this week with the closure of yet another plant.

Add new comment