How Carglass made its customer service smarter with the Digital Assistant

Time saved for the customer. More space for the employee.

From long waits to smart service

At Carglass Netherlands, COVID put major pressure on customer service. Ill customers, sick technicians and reduced capacity at the contact center made it harder to stay reachable.

On top of that, Carglass faces regular peaks in demand, especially after storms or hail damage.

The challenge

More customers started cancelling or rescheduling their appointments, which increased the pressure on availability. Traditional phone menus couldn’t keep up. During peak moments, employees became overwhelmed.

Carglass uses one central service number and helps a wide range of customer groups. From private drivers to large leasing companies, everyone deserves quick and relevant service, even in busy times.

Smarter, faster, more personal

Carglass wanted to help customers quickly and personally, without queues or button-pressing.
AssistYou developed a Digital Assistant tailored to Carglass and their customers.
No more menus. Just a conversation.

The assistant asks: “How can I help you?”

Then it gets to work. It:

• Verifies the caller instantly using CRM data (Salesforce)

• Identifies the reason for the call and connects them to the right team

• Schedules appointments for repair or replacement

• Updates appointments or helps customers track their status

• Sends follow-up messages via SMS to complete the experience

• Recovers missed calls with automated follow-ups via SMS or WhatsApp
  

All without queues. All without friction.

Results that matter

• Better insight into customer needs
  Carglass discovered that people call for a wider range of topics than expected.
  

• Automation that works
  25% of all inbound calls are fully automated, more than 50% are partly automated.
  

• Self-service where it fits
  Customers can report damage, schedule appointments or make changes 24/7.
  

• Faster service, happier customers
  Fewer menus. More direct help.
  

• Happier teams
  Less admin. More focus on complex cases.
  

• Clear customer preference
  70% of callers prefer using the Digital Assistant over talking to an agent.
  
  

Data that helps you grow

With the AssistYou Portal, Carglass gets real-time insight into:

• What customers are calling about

• Where journeys can be optimised

• Volume trends and types of questions

Automation that feels human

The Digital Assistant isn’t a barrier. It’s an accelerator.
Customers describe the experience as helpful, clear and fast.
Agents gain time and headspace to focus on the questions that matter most.

Carglass shows how smart automation and personal service can go hand in hand.

Want to reduce wait times and improve experience?
Follow Carglass’ lead and make your customer contact crystal clear.