Customers' needs at heart of NWS service
Getting it 'right first time' - whatever the time - is the key to success for Nationwide Windscreen Services
NWS core values
Putting customers first
Whatever the customer requires, Nationwide Windscreen Services will deliver. You get what you want and when you want it – whether that’s same day, next day or by scheduled appointment – to keep your business running smoothly.
Keeping it simple
At NWS we communicate and build confidence with the customer to support, assist and inform. We deliver clear invoicing, admin and simple, straight forward management information solutions – we pride ourselves on getting it ‘right first time’.
Making a difference together
NWS consults with and partners customers to deliver convenient solutions to help win new business and retain customers with cost effective service delivery packages.
Ethos... Strategy... Capacity...
NWS was set up to support the fleet market. We plan for sustainable growth and deliberately work under capacity to always meet our target of same day/next day service. Business processes map all eventualities, implementation, growth and customer service. NWS centralised control will react quickly to deliver service solutions for fleets and their customers that could require special requirements, such as same day/next day, van delivery fleets and true 24-hour service. NWS has 72 centres and 552 mobile
units, and is a main service provider of automotive glass products within the FN50 – contracts with Lex Autolease, Alphabet, Arnold Clark (to name a just a few) consolidate our reputation in this sector. We deliver solutions for diverse fleets within leasing –
such as fleet and accident management, parcel delivery, time sensitive, utility and HGV fl eets. Free fleet glass inspections support reduced costs and fulfil duty of care requirements for vehicle users and employees – leasing continues to grow and diversify,
and opportunities to include more service products (including glass in PCP and salary sacrifice packages) mean the NWS service delivery advantage fits perfectly for fleets.
ADAS
NWS was the first in the industry to invest and equip centres with ADAS recalibration systems. Ten sites have been equipped, and 30 are planned by the end of 2016. NWS manages the re-calibration – either dynamic, at an NWS static site or through
a dealer – keeping driver inconvenience to a minimum.
Training and quality
NWS is supported by its highly trained, professional team of technicians who have a wealth of specialised knowledge and experience. They are fully qualified to NVQ 2 and 3, and this year NWS is rolling out a competency based re-evaluation process to ensure technicians are fully up to date.
This will ensure that our technician skill set remains at the expected high level of Standards-delivering quality. That expertise, co
mbined with the use of only top quality materials, distinguishes NWS from other national glass replacement providers. We source from the leading glass stockist in the UK, with 20 regional sites, twice-
dailydeliveries and 24-hour emergency cover. We also carry own branch stock.
'Right first time' policy
We understand customers’ current and future requirements, hold regular review meetings with NWS supply partners, demonstrate proven accurate glass part identifi cation and use canopy vans. The reduction in vehicle downtime results in increased driver satisfaction.
Customer journey
Each NWS branch operates a bespoke and centrally controlled job-tracking IT platform (Autoglaze IT), monitored to agreed SLAs in call taking, customer communication, job tracking and job completions. All confirmed jobs into NWS are allocated to the postcode nominated NWS branch and monitored through to completion using hand-held terminals – the constant communication with the customer throughout the process ensures their ultimate satisfaction.
Telephony
- True 24/7 centralised call handling
- Investment in a leading edge telephony system
- Rich functionality such as on-board call recording
- A suite of reporting options for customer feedback
- Active call management for supervisors
- Ability to easily accommodate growth
The total package
- Prompt service – genuine 24/7
- Centralised control on job, processes, invoicing and admin
- Controlled competitive pricing
- Quality products and workmanship
- Cost saving solutions – fleet checks
- Repair-before-replace policy (BSAU242a)
- Extensive web-based reporting suite
- Driver satisfaction
What our customers say....
NWS won the majority share of Lex Autolease from January 1 2015 on a three-year contract – with an estimated 14,000 jobs per year.
LA have committed to some of their largest clients to keep their vans, HGVs and cars ready for use at all times – and, after trialling NWS among their more sensitive customers, selected NWS as a supplier to fulfil their promises.
In emergency cases NWS has completed work on behalf of LA within four hours of the initial call, and so far this year there have been no service delivery issues.
