National Windscreens is continuously investing in a company-wide programme of sustainable digitalisation, resulting in significant carbon reduction across the business.
Craig Gibson, sustainability and compliance manager at National Windscreens, is confident about the reductions that can continue to be achieved from the digitalisation programme:
“We are constantly looking to embed sustainable digitalisation in providing our customers with an outstanding experience. Finding opportunities for greater efficiency through technology is a valuable tool that contributes towards our carbon emission reduction goals.
“Our award-winning online booking process, online customer invoicing, and management of glass with state-of-the-art logistics and stockholding software, have all had a significant impact in emission reduction.
National Windscreens has an award-winning online booking process, online customer invoicing, and management of glass with state-of-the-art logistics and stockholding software.
“We are actively targeting three key areas of carbon reduction across procurement, transport and energy. Our customers can sign for completed work digitally and receive invoices and receipts online, further reducing the use of paper,” said Craig.
Rob Ellis, head of digital, is satisfied with the impact of the online booking process on the customer experience:
“The market-leading digital journey at National Windscreens has been established through constant development by the digital team. We use customer insights and work with our insurance partners to build a trusted feedback loop that utilises data to streamline the booking process
“Our online glass identification system is a critical part of the digital consumer journey and boasts an accuracy of 99.8%. The policyholder only needs to upload a picture of the glass damage to the website, and the system will tell them in a matter of seconds if replacement or repair is needed. The accuracy of the artificial intelligence system serves to reduce emissions by helping the team to get the ‘right first time’.
“Approximately 38% of policy holders use the web booking facility, and for some of our insurance partners we achieve over 60% digital uptake. The omnichannel options that we provide to the policyholder ensure that people can use the method of communication that suits them.
“The result of our prolonged investment in the digital experience is a simple and frictionless booking process for the customer, where they can conveniently book an appointment with one contact to our team,” said Rob.
Andrew Rae, operations director, expands on the success of the logistics and stockholding infrastructure across the business:
“With over 100 fitting centres across the UK, optimising our stock holding and minimising emissions through transportation is vital. Our glass stockholding facilities are assisted by a digital inventory that ensures only the necessary parts are transported, reducing vehicle loads and emissions.
“Additionally, the route planning software has optimised delivery routes, reducing both fuel usage and driving time. The end result is a smoother process for the customer and a sizable reduction in emissions by eliminating unnecessary travel. Embedding these robust systems elevated the customer experience and reduced the carbon emissions of the business,” said Andrew.
You can read more about detail of the programme in the 2023 Sustainability Report.