Solaglas breezes through storm repairs surge
Published by PartnersPR for Glassolutions in Housing and also in Communities
Damage to a pub and restaurant caused through extreme storms – typical of the requests for assistance received by Solaglas during the stormy UK weather at the beginning of January 2012.
Leading UK glass solutions company Solaglas has just experienced its busiest ever period handling a surge of emergency repair requests brought by the early New Year stormy weather.
The Saint-Gobain Group company, which is a market leader in providing general insurers, brokers and intermediaries with 24/7 nationwide repair services, received three weeks’ worth of calls in the space of just six days at the beginning of January.
More than a third of calls to Solaglas during this period came from Scotland which experienced the brunt of the storms and gusts up to 100mph. Solaglas adapted to the constantly evolving situation swiftly by doubling its team on the ground in Scotland to ensure a consistently high quality service was delivered and impact to customers minimised.
Dealing with the surge in demand for repairs to doors, windows and facades, Solaglas pulled out all the stops to provide a rapid response. Its nationwide customer service centre based in South Yorkshire still answered almost three quarters of calls within 20 seconds, helping to minimise anxiety for customers during a stressful period.
During peaks in commercial repair demand such as major storm events, Solaglas is in the unique position of being able to draw quickly on the support of other Saint-Gobain Group companies. In the case of the recent storms - and last August’s English riots for which Solaglas received outstanding customer service awards – they worked with builders merchants Jewson. The companies provided a rapid response service to make sure materials were readily available to secure shops, offices, industrial and commercial properties and prevent further damage or loss.
Darren Dickinson, Service Director at Solaglas said: “Last August’s riots in London, Birmingham and Manchester put our response capabilities to the test and the industry awards we’ve received for that work is a testament to how well we can maintain excellent service levels during particularly busy periods.
“These recent stormy weather events brought another massive surge in customer calls and we’re once again delighted with how well we’ve been able to adapt, respond and consistently deliver great service. To put recent events into perspective, on January 3rd we had the second highest number of instructions on a single day in the history of the Solaglas call centre - only a day in January 2007 received more instructions and this was when the UK was hit by one of the most severe storms in 50 years.”
As one of the major service providers to the UK insurance and facilities management industries, Solaglas uses state-of-the-art systems to maintain effective communication channels with major organisations. At the heart of this is its web based Crisis Commander system which provides up to date information on the status of repairs securely 24/7 and this proved invaluable to customers following the recent storms.
For more information on Solaglas visit www.solaglas.co.uk.