The Secret to Safelite AutoGlass' Field Success

By PRESS RELEASE — April 20, 2009

COLUMBUS, OH-- Safelite AutoGlass recently introduced Safelite's Mobile Resource Management (MRM), a wireless technology tool designed to streamline processing for its associates and save time for consumers. The mobile application equips field technicians and support staff with GPS technology to better manage their day and handle repairs in a paperless fashion.

MRM uses BlackBerry technology to provide turn-by-turn directions and job-site credit card processing, real-time schedule updates, receipt printing and signature capture for Safelite AutoGlass' 3,100 mobile service technicians. This allows for a reduction in fuel costs and vehicle maintenance, reduced work order processing costs including postage, imaging and administration and the elimination of paper work orders.

The International Association for the Wireless Telecommunications Industry recently featured the MRM tool as a case study in its monthly webinar. View the case study here.

"The technology we've developed in the MRM tool has streamlined the interaction between technicians and consumers, decreasing the time involved on the consumer side and ensuring accuracy in the type of service they receive," said Chris Delong, Director of Open Systems Belron US, parent company of Safelite AutoGlass. "It has made our business more efficient and improved the quality of service we deliver."

Key features of the MRM tool include:
  • The elimination for 4-part work order forms, reducing the amount of
  • paper used by technicians.
  • Location-based turn-by-turn directions.
  • Pre-authorization forms and receipts printing.
  • Real-time notification of schedule updates (new work orders,
  • cancellations).
  • Processing of credit card payments at the customer location.
  • Capture and storage of electronic signatures.

Technicians across 46 states currently use MRM. In 2008, the MRM tool processed more than $660 million in annual revenue.

The MRM tool functions on real-time electronic work order management and updates to schedules and routes. It has clock-in and clock-out capability and captures customer vehicle identification number (VIN), mileage and other information.

MRM was initially released to a handful of technicians in select markets in 2006 and will be rolled out to all mobile technicians by the end of 2009.

About Safelite AutoGlass
Safelite AutoGlass, founded in 1947, is the nation's leading provider of vehicle glass repair and replacement services, providing mobile service more than 95 percent of the U.S. population in all 50 states. A subsidiary of Columbus, Ohio-based Belron US, Safelite AutoGlass serves more than 3.7 million customers each year through its company-owned operations.

About Belron US

Belron US, a subsidiary of Belron SA, is a multi-faceted vehicle glass and claims management service organization based in Columbus, Ohio. The company is composed of three major business operations that include vehicle glass fulfillment services, operating under the trade names Auto Glass Specialists, Cindy Rowe Auto Glass, Diamond Triumph Glass, Elite Auto Glass and Safelite AutoGlass; windshield manufacturing; and Safelite Solutions which offers fleet and insurance claims management services. The company employs more than 7,700 people throughout the United States.


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