A holistic approach to customer experience in the glass business

In this detailed discussion, Tony from Cover Magazine engages with Damien Goodrum, a business analyst at My Glass, to delve into the intricate role of a business analyst and the operational intricacies within My Glass. Damien describes his role as multifaceted, involving the management of business operations, adaptation to dynamic client requirements, and ongoing analysis to optimise service delivery and maintain market competitiveness. He stresses the importance of balancing client-specific needs with overall business goals, which includes analysing costs, establishing supply agreements, and ensuring adequate stock availability across different regions.

Damien elaborates on the operational side, highlighting the need for effective fitment center management, capacity planning, and addressing customer complaints. He emphasises the crucial role of proper training and certification for fitment technicians, ensuring they are equipped to handle the sophisticated technologies found in modern vehicles. This commitment to training is bolstered by My Glass's partnerships with industry experts who provide cutting-edge training based on the latest automotive advancements.

The conversation also touches on the challenges of working with auto manufacturers and the importance of having highly trained individuals who are familiar with new vehicle technologies. Damien points out that proper glass fitment is a safety-critical aspect, requiring precise installation to avoid compromising vehicle integrity.

Furthermore, Damien discusses My Glass's stringent vetting process for onboarding new partners, ensuring they meet the company's high standards. He also highlights the internal tools and systems My Glass uses to monitor and measure performance, ensuring rapid and efficient service delivery. This comprehensive dialogue offers valuable insights into the strategic and operational measures that underpin My Glass's dedication to excellence and its position as a leading service provider in the automotive glass industry.

Takeaways

• Broad Scope of Business Analyst Role: Damien emphasises the extensive range of responsibilities, including managing business operations, adapting to client needs, and ensuring overall service efficiency.

• Client-Specific Service Customisation: My Glass tailors its services to meet the unique requirements of each client, adapting strategies and processes to provide optimal solutions.

• Operational Efficiency and Competitiveness: The focus on analysing costs, supply agreements, and stock management helps My Glass stay competitive and ensure operational efficiency.

• Importance of Training and Certification: Proper training and certification for fitment technicians are crucial to maintaining high standards of service and ensuring the safety and quality of glass installations.

• Advanced Vehicle Technologies: The discussion highlights the challenges posed by modern vehicle technologies, such as heads-up displays and lane departure sensors, and the need for specialised knowledge and tools for proper fitment.

• Stringent Vetting Process: My Glass implements a rigorous vetting process for new partners to ensure they meet the company’s high standards and provide consistent, quality service.

• Internal Monitoring and Measurement Tools: The use of sophisticated tools and systems allows My Glass to monitor performance metrics, ensuring efficient service delivery and maintaining low complaint ratios.

• Collaboration with Industry Experts: My Glass leverages relationships with industry experts and manufacturers to stay updated on the latest technologies and training methods, ensuring their technicians are well-prepared for any fitment challenge.

• Commitment to High Standards: Damien underscores My Glass’s dedication to quality and customer satisfaction, striving to be the best service provider in the industry with a focus on continuous improvement and adherence to high standards.