City Auto Glass Goes Mobile to Help Streamline Customer Service

St. Paul, Minn.-based small business raising efficiency levels with mobile technology.

By on March 18, 2014

According to the National Small Business Association’s 2013 Small Business Technologysurvey, 70 percent of small business owners find technology very important to the success of their businesses.

Verizon Wireless customer City Auto Glass, a family-owned auto glass replacement company based in St. Paul, Minn., counts itself in that majority. When George Weller, City Auto Glass operations manager and self-proclaimed tech enthusiast, took a close look at business operations and technology in the service department, he noticed inefficient use of time and resources.

“Our technicians were in the field with multiple devices, including a cellphone, a GPS, a digital camera and an assortment of papers,” Weller said. “Despite all these tools, our communication and performance was inconsistent. It was frustrating, time consuming and expensive.”

His team needed mobile business solutions that were digital, streamlined and reliable to help it better service customers and improve the bottom line.

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The Solution

Verizon Wireless provided City Auto Glass with mobile technology solutions to help address the immediate business needs and to support the company as it continued to grow.

Nearly 40 technicians are now equipped with the Samsung Galaxy Note II when they head to replacement appointments. The Galaxy Note II has reduced the need for multiple devices and has streamlined paperwork. Claim forms are now available in a digital format that is directly loaded into City Auto Glass’ point-of-sale (POS) system.

“A huge benefit of working with Verizon is the confidence in the 4G LTE network. Technicians are often in smaller towns and remote locations and with Verizon’s network they’re connected,” Weller said. “Technicians can call each other with repair questions or the service center for customer information.”

City Auto Glass employees are also seeing the benefits of the new technology and upgraded devices. “The change has made it easier for technicians to service customers in the field, and claims adjustments are much faster to process,” Weller said. “There’s just a lot more confidence in communication between all employees.”

The Future

Weller is working with a Verizon Wireless business account rep to transition to paperless POS transactions this year. City Auto Glass also plans to enable automated text and email notifications that alert customers when a technician is on the way to a service appointment.

“We couldn’t be more excited about the results we have seen in our first year partnering with Verizon,” Weller said. “We are eager to continue streamlining our business with new devices and hope to inspire other small business owners to invest in updated technology that will move the needle.”

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City Auto Glass, the largest independently-owned auto glass replacement company in the upper Midwest, takes pride in improving the safety and satisfaction of its customers. Started in 1968 in South St. Paul, Minn., City Auto Glass now employees more than 85 employees, has 35 installation centers, and services customers in Minnesota, Western Wisconsin, and Northern Iowa. 

Tags: City Auto Glass, small business technology, SMB technology, mobile technology solutions, small business mobile technology,