Metrix Client Auto Windscreens Recognized as Best Performing Service Provider In UK

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Company takes honors in its first year of entry to the “Top 50 Call Centers for Customer Service” program.

Auto Windscreens
At Auto Windscreens we are utilizing the rich and agile feature set of the Metrix platform to help support and drive continual improvement across our entire business.

In its first year of competing, Metrix client Auto Windscreens last week was named the “Best Performing Service Provider” for its sector and second best performing call center in the UK at the 2011 “Top 50 Call Centers for Customer Service Program” organized by Call Centre Focus.

The annual study is the UK's biggest call center benchmarking project, and uses real customers to rate service elements that customers deem important such as timeliness, ease of use, knowledgeable staff, reliability and personalization. Based on reports from actual customer interaction, companies receive scores in each category and are awarded an overall customer service percentage rating.

Auto Windscreens, a leading automotive glazing company headquartered in Chesterfield, UK, was recognized in several categories among the top 10 performers, including “Best Performer By Sector: Service Providers” (#1 position) and “Top Performing Call Centre For Customer Service” (#2 position). The company has a nationwide network of 22 fitting centers and a fleet of mobile service units with 145 technicians and 50 contact center staff.

Auto Windscreens incorporates Metrix Service Management Software into its customer care program through a closed-loop process that enables the highest level of compliance, visibility of client information and customer satisfaction. Their program is anchored by real-time data communication between customers and its networked mobile workforce. Clients initiate service calls online and mobile technicians get real-time access to customer data and the ability to process service requests in the field.

“At Auto Windscreens we are utilizing the rich and agile feature set of the Metrix platform to help support and drive continual improvement across our entire business,” said Bobby Chopra, IT Director for Auto Windscreens, “Our focus on total customer satisfaction necessitates a ‘right-first-time’ approach to the customer journey, so the processes and systems within our contact center have to provide a professional and consistent experience, while maintaining the balance of empathy and the human-touch in order to offer reassurance and confidence in our service.”

By connecting the service organization to other customer care departments, Auto Windscreens is closing the gap between service delivery and process feedback, allowing the focus to remain on high satisfaction rates with its customers. Through real-time field surveys and high-level management response, the company can spot and manage problem areas quickly, which is building the Auto Windscreens brand and attracting and impressing many large potential clients.

“We are confident that Metrix and their business solutions will play a key role in the growth and success of Auto Windscreens over the coming months and years,” Chopra stated. “We look forward to developing our business to adapt to an ever changing market and continuing to exceed our customers’ expectations.”

“Customers judge the service that companies provide and simple phone courtesy alone doesn’t lead to top service ratings,” said Larry Laux, CEO of Metrix, “Fast, accurate, actionable information is what call centers need to create enthusiastic clients. By fitting the Metrix suite to Auto Windscreens’ well thought out service workflow, we help them pursue excellence in service center performance. We’re proud to be a part of the Auto Windscreens service initiative and we’re proud of the work they do.”

About Metrix
Metrix creates full suite software applications for field service, scheduling, warranty management, reverse logistics and mobile solutions and is available as an enterprise or cloud-based platform. Metrix software delivers competitive advantage to its clients by helping increase customer satisfaction, service response times, real-time warranty management, customer support, and overall service center profitability. Because Metrix has over 30 years of experience, innovative companies with critical service requirements like Ingenico, Olympus, Cubic, Ericsson and IMAX, count on Metrix to automate their complex service processes. From total end-to-end service management solutions to individual components, Metrix has the right application for virtually any sized service automation requirement. For more information, visit

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Susan Govea
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