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Letter to the Editor
Friday December 13
Teleglass Implements Real-Time Auto Glass Reservation and Billing Technology
TeleGlass National Corporation, an auto glass service delivery organization, has deployed an XML-based technology system to provide real-time transaction services between TeleGlass and its licensees. The TeleGlass technology intends to enable direct interaction between TeleGlass, the licensee glass shop, the insurance carrier, and the policyholder to streamline the auto glass claim process."Our industry hinges on urgency. Policyholders and consumers want their auto glass claim handled promptly, usually the same or next day," said Julee Gianoulis, General Manager of TeleGlass. "Upholding service promises, therefore, is not simply a TeleGlass issue, but it reflects on the Insurance Companies and agents we serve because consumers measure their insurer by the level of service they receive at claim time."
"We chose the Microsoft.Net platform because it has improved information sharing and processing across a number of business sectors," said Ed Luethy, Director of Technology Development for TeleGlass. "Our main challenge was to be able to communicate with our licensees and Insurers in real-time on a web-based platform accessible to all parties, and now we're able to do that," he said.
In 1998, the company introduced the TeleGlass InfoPortal, an online management reporting system for Insurer clients. "The XML deployment is really just the next step in our ongoing goal to eliminate administrative costs and provide a higher level of service to the car owner," said Luethy.
TeleGlass licensee response has been positive. "As for the technology, I never would have thought that deployment could be so simple," said Michelle McCourt, Director of Sales for J. N. Phillips Auto Glass, a TeleGlass licensee. "Now that it is in place, it's as if customers coming to us through TeleGlass had called directly and the job was put into our system by our customer service staff, right down to an appointment time and place. The access to national insurance carriers, combined with the cost-savings and customer service improvements that TeleGlass has handed down, is enabling us to grow our business more profitably than ever," she said.
"We've effectively removed the headaches," said Gianoulis. "Insurers and consumers benefit from prompt and reliable service, and our licensees benefit from having the latest technology at their fingertips. We are excited about our accomplishments in internet and XML, and we are committed to maintaining a leadership position through wise use of the latest and best technology," she said.
TeleGlass National Corporation, headquartered in Woburn, Massachusetts, is a provider of national auto glass services through its unique service delivery model. TeleGlass offers real-time appointment scheduling to consumers, Insurers, and fleet operators through its online reservation system.
TeleGlass has seen double-digit sales growth over the last five years. The company now includes over 30 insurance company relationships throughout the United States.
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