Carglass® ICT case study
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Carglass® ICT case study

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Vehicle glass repair and replacement is a demanding business. Customers want instant service, to get them back on the road as quickly as possible. And with tens of thousands of glass combinations ...

Vehicle glass repair and replacement is a demanding business. Customers want instant service, to get them back on the road as quickly as possible. And with tens of thousands of glass combinations stock management is critical, demanding foolproof communications. So Annette Visser saw the expiry of the Carglass® legacy wide area network contract as a great opportunity. A customer case study.

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Carglass® ICT case study Carglass® ICT case study Document Transcript

  • CASE STUDY Carglass® BT Global Services helps the largest vehicle glass repair and replacement business in the Netherlands with clear technology vision Vehicle glass repair and replacement is a demanding business. Customers want instant service, to get them back on the road as quickly as possible. And with tens of thousands of glass combinations stock management is critical, demanding foolproof communications. So Annette Visser saw the expiry of the Carglass® legacy wide area network contract as a great opportunity. Today a BT IP Connect solution provides a fully resilient network platform, while BT Internet Connect links Carglass® to the web. Meanwhile, BT Compute services are being evaluated as the company develops its business continuity strategy. Throughout, Annette and her team have been impressed with the drive and determination shown by BT. Not only in implementing the entire project in just three months, but also in making and keeping its promises. Now the road ahead looks free and fast flowing for both companies. We need a communications supplier that delivers an exceptional and cost effective customer experience; that’s always our number one priority. But we also need a partner who thinks innovatively about our business and adds value. Annette Visser ICT Manager Carglass® Netherlands
  • CASE STUDY Carglass®BT IP Connect, with BT Internet Connect and BT Compute, meanthe leading Dutch vehicle glass repair and replacement businessstays on the road BT was chosen for its winning combination The BT solution can be adapted to meet Challenge of price, quality, and customer references. As the evolving needs of Carglass®. Already,Carglass® is the leading Dutch vehicle well as the BT IP Connect wide area network storage on demand and virtual data centreglass repair and replacement company. It linking all 54 locations, during ensuing services, part of the BT Compute portfolio,has around 800 employees looking after negotiations the scope of the contract was are being considered as an enhancement tocustomers around the clock, operating from extended to include BT Internet Connect and the WAN solution.54 customer drop-in service centres and 200 BT Compute. Meanwhile, a pilot is underway to evaluatemobile units spanning the Netherlands. With a huge collaborative effort, the BT BT Field Force Automation to link mobileComing to the end of a wide area network team completed the network and systems service agents to the core network,(WAN) contract, Carglass® was offered the migration inside a stretching three-month improve workflow, and further differentiateperfect opportunity to assess how the latest implementation window. Given the short Carglass® from its competitors.communications technology could help timescales things did not always go perfectly: Annette Visser concludes: “I have a very clearimprove its business. A new IP-based MPLS in fact, the project was a learning exercise for idea of what makes a great business partner.network was sought to connect the Carglass® all. But trust was built through BT promises Carglass® and BT are at the beginning of aheadquarters and all 54 service centres. made and kept. “We’ve all been very journey together, but already I can see that impressed with the drive and determination we’re heading in the right direction.” of the BT team,” says Annette. SolutionFour possible suppliers were shortlisted and Valueasked to present proposals which focusedmainly, although not exclusively, on the Today Carglass® is enjoying not only lower costs but also the benefits of a future proofWAN service. IP-based communications platform supported I have a very clear idea of whatThe care with which the proposals were by a Dutch-speaking BT helpdesk. “The BT makes a great business partner.prepared was also a factor. “A thorough contract offers a 99.99 per cent availability Carglass® and BT are at theproposal that’s well articulated indicates SLA, with penalties if that’s not achieved. Butthat the potential supplier is taking the the real proof is how quickly the supplier gets beginning of a journey together,sale seriously,” explains Annette Visser, ICT a branch back up and running if it goes off the but already I can see that we’reManager at Carglass® Netherlands, “andhence more likely to provide a good service.” air. BT is stepping up to that challenge.” heading in the right direction. Annette Visser ICT Manager Carglass® Netherlands Core BT servicesOffices worldwide ¾ BT IP ConnectThe services described in this publication are subject to availabilityand may be modified from time to time. Services and equipment ¾ BT Computeare provided subject to the respective British Telecommunicationsplc standard conditions of contract. Nothing in this publicationforms any part of any contract. The meaning of the word partner ¾ BT Internet Connector partnership in this case study does not give rise to a partnershipas defined in the Partnership Act 1890 or other relevant law.© British Telecommunications plc 2011.Registered office: 81 Newgate Street, London EC1A 7AJRegistered in England No: 180000011/11