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Press release

Press release

12-03-2013

Safelite AutoGlass Wins Gold in Best in Biz Awards 2013, Customer-Friendly Company Category

Third Consecutive Year Vehicle Glass Company Recognized for Customer Service

COLUMBUS, Ohio – Dec. 3, 2013 - Safelite AutoGlass®, the largest provider of vehicle glass repair and replacement services in the U.S., has been named a Gold winner in the Customer-Friendly Company category in the 2013 Best in Biz Awards, the only independent business awards program judged by members of the press and industry analysts. 

The third annual Best in Biz Awards program, focusing on companies based or operating in North America, was the most competitive in its history, with the highest number of awards submissions to date and the most distinguished judging panel yet assembled. More than 500 entries were received this year, from a wide array of public and private companies of all sizes and from a variety of industries and geographic regions in the U.S. and Canada.

Safelite AutoGlass was honored for its commitment to customer delight. For example, Safelite completed a study to listen to customers regarding their needs. As a result, the company launched the Safelite AdvantageTM, which focuses on five key points of customer service: 

-Always being there: Glass damage can happen at any hour. Safelite is always available with 24/7 live representatives in its renowned contact centers, as well as web and mobile app scheduling.

-Knowing who to expect: When scheduling Safelite’s mobile service, customers receive peace of mind with the Technician Profile Email, including the technician’s name, photo and credentials before he or she arrives.

-The best replacement technology: Safelite’s proprietary TrueSeal™ system guides the new windshield into precise position to ensure the most reliable seal. Plus, Safelite recycles the old windshield, making replacement a more earth-friendly option.

-Stronger repairs: Safelite’s exclusive GlassHealer™ resin is why its windshield repairs stay stronger and last longer. It penetrates cracks better to make the windshield strong again.

-The industry’s only nationwide lifetime guarantee: Safelite is proud to feature the industry’s only nationwide lifetime guarantee and backs it up with more than 5,000 state-of-the-art MobileGlassShops™ and company stores in all 50 states.

  • Always being there
  • The industry’s only nationwide lifetime guarantee
  • Always being there
  • The strongest repairs
  • The best replacement technology
  • The industry’s only nationwide lifetime guarantee
  • The industry’s only nationwide lifetime guarantee
  • Another recent accomplishment is the update of the handheld devices used by Safelite’s nearly 4,000 mobile technicians and repair specialists. Samsung Galaxy Note® II smartphones replaced the older generation devices previously in use. Meanwhile, the third upgrade to Safelite’s proprietary Mobile Resource Management software (MRM3) is loaded onto each smartphone. The MRM3 solution improves both the customer experience and the technician experience. Customer advantages include:

·Convenience: Technicians can easily call the customer from the work order on their screen to notify them when they will arrive. Better mapping and integrated geo-navigation systems to find the customer’s location

·Security: Customers can easily sign the pre-authorization form and receipt from the smartphone, which can then be emailed to the customer. The automatic device lock after a short period of inactivity protects customer information.

·Quality: Technicians have quick access to tips and tools of the trade to address the nuances of different vehicle styles.

These are just several examples of how Safelite has achieved a Net Promoter Score of 87% (up from 73% in 2007).

“At Safelite AutoGlass, customers truly drive our business and we strive to innovate and ‘wow’ them,” said Tom Feeney, Safelite’s president and CEO. “I give all the credit to our Safelite employees who have dedicated themselves to our customers.”

Winners of Best in Biz Awards 2013 were determined by an independent panel of 50 judges from top-tier news, business and technology publications, as well as broadcast outlets and analyst firms, such as Bloomberg Businessweek, Entrepreneur, Fast Company, Financial Times, Fortune, Inc. Magazine, Reuters, and USA Today.

“The winners were selected based on the companies with the boldest, most innovative ideas,” said Brian Bandell, senior reporter at South Florida Business Journal, who returned to the Best in Biz Awards judging panel for the second time. “Many companies rely on copying the inventions of others or releasing minor tweaks of products that were revolutionary years ago, but these companies are truly breaking new ground.”

For a full list of gold, silver and bronze winners in Best in Biz Awards 2013, visit: http://www.bestinbizawards.com/2013-winners.

This is the third consecutive year Safelite AutoGlass has won a Best in Biz Award in the Customer-Friendly Company category, having earned Silver in both 2011 and 2012.

About Safelite AutoGlass®

Safelite AutoGlass®, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement services, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs approximately 10,000 people across the United States and serves more than 4.1 million customers annually. For more information, visit Safelite.com, or follow us on Facebook and Twitter.

About Best in Biz Awards
Best in Biz Awards recognizes top companies, teams, executives and products for their business success as judged by established members of the press and industry analysts. Best in Biz Awards 2013 honors were presented in more than 50 categories, including Company of the Year, Fastest-Growing Company of the Year, Most Innovative Company of the Year, Best Place to Work, Technology Department of the Year, Executive of the Year, Most Innovative Product of the Year, Best New Product of the Year, PR Campaign of the Year and Website of the Year. For more information, visit Bestinbizawards.com.

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Media Contact: Melina Metzger, Safelite AutoGlass®, 614.210.9232, melina.metzger(at)safelite.com  

 

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