Optic-Kleer has seen an upsurge in customer engagement since its six-figure investment in a digital revamp of its operations and the launch of a new website. The leading car windscreen repair franchise’s new website now allows customers to find the location of the nearest supermarket for Optic-Kleer repairs. All they need to do is type in their postcodes and vehicle registration number and the system comes back with the closest operator, along with a map and the location’s diary for upcoming 14 days. All this information is then sent to the customer either via email or text.
Optic-Kleer’s managing director, David Overton, who surveyed the investment in all areas of the business, says: "Typically, we would expect between 10 and 20 per cent of visitors to the website to use this service, but, since launch, we've had over 67 per cent of visitors using the 'find my nearest' feature. This feature means we can drive customers directly to our franchisees without them lifting a finger.
“optic-kleer.co.uk, which serves our end users, is only one of four areas we've focused on in our digital investment plan. We're also rolling out an app for our franchisees to improve customer service at the point of sale.
“Furthermore, we've built an admin system that coordinates our repairs and allows us to provide an unprecedented level of data and insight into our business.
“The final piece of the jigsaw has been a new franchisee website, which tells the story of four successful franchisees and how they have progressed from previous jobs to running a profitable windscreen repair business. "Web design company TJS has been instrumental in defining the strategy behind our digital growth, and so far, they've exceeded all the KPIs we've set them. We're looking forward to gaining a significant competitive advantage and providing our franchisees with all the benefits new technology can offer them.
"The Optic-Kleer franchise has traded successfully for over 20 years on brand recognition and good service alone. New technology now allows us to learn much more about our customers’ needs and how we can fulfil them.
“We can also provide our franchisees with more profitable work and, most importantly, it allows us to provide the customer with a better experience from start to finish.”
Debra-Derieux Matos, Point Franchise ©
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