Drive. Our startup accelerator, designed to fast-track disruptive young businesses looking for global expansion.
We are the world’s leading vehicle glass repair and replacement service provider. We are the parent company behind 16 well-known brands across the globe, including Autoglass in the UK, Carglass, in Europe, SpeedyGlass and Lebeau, in Canada, and Safelite in the US.
We are a truly global business, serving 11 million customers in over 30 countries and generating over €3.1 billion in annual revenue. We are deeply committed to delivering the best service to our customers and partners, as shown by our group net promoter score (NPS) of 80%. We run our startup accelerator, Drive, to work with small businesses that can supercharge the service we provide, and bring new ways of improving our business.
Belron is a big business with a lot to offer to young companies - together with Drive we can challenge existing thinking and generate new opportunities for both of us.
Mentoring from Belron & Entrepreneurs
Trial your product globally in one of our businesses
£200,000 investment fund
Sponsored visits to international operations
Dedicated desk space in our UK office
Drive is looking for early stage and growth companies who would like to work with us. If you are developing an exciting new product or service in one of the following areas, we want to hear from you!
Every year we have millions of customers that drive into our service locations unannounced, phone one of our 30+ Customer Contact Centres, or contact us via our websites to get their vehicle glass repaired or replaced.
The majority of these appreciate our service offer, book a job and end up delighted with the way we have solved their problem with real care.
However, as customers become more digitally active, it’s increasingly challenging to recognise and capture their details when they switch channels to contact us, and therefore make their journey seamless.
Our conversion is very high but we would like to further increase it by addressing three particularly challenging touchpoints:
1. Customers not recognised by our systems: We believe that for every 1000 customers we recognise into our systems across our three channels, there are at least another 47 that we never recognise and capture.
2. Customers not accepting our service offer: Whether they decide to use a competitor, to wait a while, or simply decide to do nothing, we have millions of potential customers that do not use us after contacting us.
3. Customers being ‘lost’ as they move between channels: Often this does not result in us losing the job but it does make it difficult to measure performance and it forces customers to have to repeat information unnecessarily. This is inefficient and totally against our wish to ‘make it easy’
Ideally we’re looking for a solution for all three areas, however, a great solution to any of these issues would help us in terms of profit and customer delight.
In an age where customers are looking for convenience, contacting our contact centres may not be their preferred way to ask a question about their appointment, or to make changes to it.We’re looking to make sure our contact methods are convenient for our customers.
We are also seeing an explosion of different ways of communicating chat apps like Messenger or Skype, virtual assistants like Alexa and Siri, and increasingly sophisticated IVR systems, are transforming the way we communicate with each others. We are looking for solutions that will allow our customers to help themselves when they need to book, change, or have questions about their service, or that allows them to personalise the service we provide so that it fits them like a glove.
Belron is a people driven business, and we would not be able to deliver our service without having very capable and highly engaged people across our business.
Our focus on both the initial and ongoing training of our people is significant, and as the pace of change in our industry, and of our customer expectations accelerates, we need to find new ways of:
- delivering training to our people, wherever they may be located
- supporting engagement and connectedness across our teams
- facilitating easy communication and sharing of best practices across the organisation
The technology that can support us with these challenges is getting very exciting. With virtual and augmented reality becoming mainstream, social media platforms becoming ubiquitous, and bandwidth able to support live video streaming commonplace,we are confident that we can find some truly innovative ways of helping us build our capability and our engagement.
Belron serves 11 million customers per year, and many of these are also policyholders of our insurance partners. Research shows that having a brilliant experience when making a claim such as a vehicle glass repair or replacement, can have a positive impact on retention for the insurer. It can also provide opportunities for them to upsell or cross-sell additional value adding services to their policyholder.
Another key factor for our insurance partners is efficient management of claims with the rapidly changing expectations of their policyholders driven by the experiences they are having with other types of organisation, this is an area where we see a lot of opportunity to experiment in delivering real efficiencies. We are keen to find solutions that can help our insurance partners retain or upsell to their policyholders, or that can help them handle their claims (including vehicle glass) more efficiently.
Belron’s purpose as an organisation is to ‘make a difference by solving people’s problems with real care’, and we have done this for over 100 years for our vehicle glass repair and replacement customers.
By doing this, we have built significant capabilities in our supply chain, customer experience, customer contact centres, marketing, sales and key account relationship management, and workforce management and scheduling areas (amongst others).
We know that standing still is not an option, and are keen to find ways of disrupting the solving of day-to-day problems people have, beyond vehicle glass.
We are very keen to hear from companies who have an idea, product or service that could leverage our strengths, while disrupting the solution to other types of everyday problems that people have.