Vehicle glass repair and replacement is a demanding business. Customers want instant service, to get them back on the road as quickly as possible. And with tens of thousands of glass combinations stock

management is critical, demanding foolproof communications.

So Annette Visser saw the expiry of the Carglass® legacy wide area network contract as a great opportunity. Today a BT IP Connect solution provides a fully resilient network platform,

while BT Internet Connect links Carglass® to the web. Meanwhile, BT Compute services are being evaluated as the company develops its business continuity strategy.

Throughout, Annette and her team have been impressed with the drive and determination shown by BT. Not only in implementing the entire project

in just three months, but also in making and keeping its promises. Now the road ahead looks free and fast flowing for both companies.

technology vision

CASE STUDY

We need a communications supplier that delivers an exceptional and cost effective customer experience; that’s always our number one priority. But we also need a partner who thinks innovatively about our business and adds value.

Annette VisserICT ManagerCarglass® Netherlands

Carglass®

BT Global Services helps the largest vehicle glass repair and replacement business in the

Netherlands with clear

BT IP Connect, with BT Internet Connect and BT Compute, mean the leading Dutch vehicle glass repair and replacement business stays on the road

Core BT services

¾ BT IP Connect

¾ BT Compute

¾ BT Internet Connect

CASE STUDY

ChallengeCarglass® is the leading Dutch vehicle glass repair and replacement company. It has around 800 employees looking after customers around the clock, operating from 54 customer drop-in service centres and 200 mobile units spanning the Netherlands.

Coming to the end of a wide area network (WAN) contract, Carglass® was offered the perfect opportunity to assess how the latest communications technology could help improve its business. A new IP-based MPLS network was sought to connect the Carglass® headquarters and all 54 service centres.

SolutionFour possible suppliers were shortlisted and asked to present proposals which focused mainly, although not exclusively, on the WAN service.

The care with which the proposals were prepared was also a factor. “A thorough proposal that’s well articulated indicates that the potential supplier is taking the sale seriously,” explains Annette Visser, ICT Manager at Carglass® Netherlands, “and hence more likely to provide a good service.”

BT was chosen for its winning combination of price, quality, and customer references. As well as the BT IP Connect wide area network linking all 54 locations, during ensuing negotiations the scope of the contract was extended to include BT Internet Connect and BT Compute.

With a huge collaborative effort, the BT team completed the network and systems migration inside a stretching three-month implementation window. Given the short timescales things did not always go perfectly: in fact, the project was a learning exercise for all. But trust was built through BT promises made and kept. “We’ve all been very impressed with the drive and determination of the BT team,” says Annette.

ValueToday Carglass® is enjoying not only lower costs but also the benefits of a future proof IP-based communications platform supported by a Dutch-speaking BT helpdesk. “The BT contract offers a 99.99 per cent availability SLA, with penalties if that’s not achieved. But the real proof is how quickly the supplier gets a branch back up and running if it goes off the air. BT is stepping up to that challenge.”

The BT solution can be adapted to meet the evolving needs of Carglass®. Already, storage on demand and virtual data centre services, part of the BT Compute portfolio, are being considered as an enhancement to the WAN solution.

Meanwhile, a pilot is underway to evaluate BT Field Force Automation to link mobile service agents to the core network, improve workflow, and further differentiate Carglass® from its competitors.

Annette Visser concludes: “I have a very clear idea of what makes a great business partner. Carglass® and BT are at the beginning of a journey together, but already I can see that we’re heading in the right direction.”

I have a very clear idea of what makes a great business partner. Carglass® and BT are at the beginning of a journey together, but already I can see that we’re heading in the right direction.

Annette VisserICT Manager

Carglass® Netherlands

Offices worldwideThe services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to the respective British Telecommunications plc standard conditions of contract. Nothing in this publication forms any part of any contract. The meaning of the word partner or partnership in this case study does not give rise to a partnership as defined in the Partnership Act 1890 or other relevant law.

© British Telecommunications plc 2011.

Registered office: 81 Newgate Street, London EC1A 7AJRegistered in England No: 1800000 11/11

Carglass®