Carglass® opened its doors in the Netherlands in 1982, with a clear goal in mind: to be and remain the best car window repair business there is. Carglass® has since been the go-to expert in windshield damages for over 40 years, replacing or repairing hundreds of car windows daily from their fifty-nine locations across the Netherlands.
The reason for their success is Carglass®' continuous strive for innovation of services, quality, and safety. This dedication enables them to provide their customers with the best possible service and experience, keeping true to their promise of being the best there is in the business.
Carglass® believes that everyone deserves the best possible service and customer experience. They prioritize their customers' interests and values in every step they take and every innovation they make. Sustainable growth is also a key focus, and Carglass® achieves that through unparalleled skill, service, and safety for their customers.
“We listen, we improve, we invest, and we innovate. We always try to repair before we replace. Repair, replace, recalibrate - that's our mantra. We give back to our people, our customers, our society, and our planet. That's where our focus is.”
To support both its customers and its employees, Carglass® partnered with Sigmax to implement their software solution, Connect. This platform manages all service-related tasks, including used materials, damage photos, collecting customer signatures, and more. However, an integrated checkout was missing from that solution. While repairs are often covered by the customer’s insurance, replacement services typically require customers to pay their own excess or deductible. Together, we've made it easier for customers to complete their transactions on any location.
Previously, each branch location and mobile service unit (repair van) relied on its own payment terminals and its separate cash register systems. These payment systems required hardware to be available at every location with an internet connection. This was not always the best set up to meet customer needs.
Driven by its commitment to innovation and enhancing the customer journey for both clients and employees, Carglass® decided it was time to upgrade their payment solutions. As one of the first businesses in the Netherlands, Carglass® fully adopted the innovative payment solution, SoftPOS.
Carglass® has relied on Sigmax's field service solution, Connect, for over 10 years. With the integration of CM.com’s SoftPOS into the Connect software, Carglass® employees now have a payment terminal conveniently available on their mobile phone. This innovative solution allows customers to pay anytime, anywhere, enhancing the checkout experience and streamlining operations.
SoftPOS adds flexibility to the payment process, as SoftPOS does not require additional hardware, making it also an economic option. Also, new users can be easily added to scale up when needed.
"SoftPOS really is the payment solution of the future. You’re no longer tied to expensive hardware, which makes it cost-effective and flexible. For Carglass®, they can quickly scale up whenever they bring on a new team member. We’re proud to show, through this partnership, how SoftPOS can streamline payment processes and improve the experience for both employees and customers.”
– Pim van den Berg, Sr. Partner Manager at CM.com
The all-in-one SoftPOS addition to Connect allows Carglass® to easily accept, process, and manage payments in a safe and secure cloud payments environment. The whole checkout process can be handled from one single Android device, so no external hardware is needed. Because the amount due is automatically calculated, the risk of errors is minimized, and it saves time. The solution has brought efficiency by automating processes, especially the administrative payment process.
Any Carglass® employee with the SoftPOS app on their Android device can now accept payments from its customers at any location. They no longer need to carry additional, expensive payment terminals with them or have to send a payment request afterwards. With this flexible payment solution customers simply pay via NFC on their bank card or mobile phone.
Carglass® chose a nationwide rollout of the new SoftPOS payment solution over a phased implementation presenting some challenges – especially for users who needed to quickly adapt to the new system.
The initial design and implementation required patience as it was a new product for the parties involved. However, through perseverance, the results proved highly rewarding. The checkout process was optimized, customer downtime minimized, and the transition between systems was seamless – ensuring customers experienced no disruptions.
“SoftPOS has been rolled out across all locations and we are very pleased with the final result.” - GertJan Basten, Specialist Application and Process Management at Carglass®.
Over the next years, Carglass® and CM.com will continue to refine and innovate the payments integration with Connect, ensuring enhanced customer experience.
Would you like to know how our payments solutions can add value to your business? Contact one of our experts and discuss the possibilities
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