By Zahed Rassool, Technical Director at My Glass
In today’s rapidly evolving technological landscape, My Glass decided to prioritise tech innovation as a core focus.
Our company identifies itself as a tech company first, with glass as the chosen medium through which it makes a significant impact. This strategic focus on technology shapes the entire organisation and drives its efforts to continuously improve and innovate.
At the heart of My Glass’s operations is a commitment to leveraging technology to streamline processes and enhance customer experiences. However, while technology provides immense opportunities, it also creates a noisy environment. Notifications flood in daily, making it challenging to filter through the noise. This cacophony extends to various industries, including insurance, where communication has become a significant pain point.
Recognising this, we developed an innovative approach to address these challenges, understanding that glass replacement is a distressing experience for customers. The traditional process involves multiple interactions with service providers, repeated sharing of information, and numerous phone calls, all of which add to the stress. To alleviate this, My Glass has adopted what I describe as the “airline methodology.”
This innovative approach involves integrating the claims process into digital wallets, a concept inspired by how airlines manage boarding passes. Customers can add the claim process to their digital wallets, providing real-time updates on the status of their claims, details of the fitter coming to their location, and other relevant information. This method offers a seamless, intuitive experience, reducing the need for phone calls and allowing customers to stay informed with a quick glance at their phones.
The journey to this solution was not without challenges. Both Apple and Google initially resisted the idea, as it was not the intended use for their wallet technology. However, I persisted, advocating for the benefits this approach would bring to customers. Our efforts paid off, and the solution is set to go live, marking a first in the industry.
We are Clear About Service
- Mobile Service: My Glass comes to you, offering convenient on-site solutions
- Versatility: Not just vehicle glass. My Glass also specializes in building glass repairs and replacements
- Custom claims management: Experience seamless incident reporting with My Glass Bordereau, our bespoke online claims management system
- Extensive stock: My Glass boasts the widest range of available stock, ensuring prompt service.
It’s about the client – This innovation is not just about technology for technology’s sake; it’s about enhancing client convenience. Any claim process is inherently inconvenient, and our aim is to make it as seamless as possible. We moved away from traditional methods such as phone calls and SMS updates, which often fail to meet customer expectations. Instead, we sought a solution that provides quick, accessible updates without the need for direct interaction, aligning with modern communication preferences.
Beyond improving the claims process, our company’s approach highlights a broader challenge: dealing with legacy systems while continuously innovating. I recall joining My Glass in 2017 and overseeing a complete overhaul of the tech stack. However, by 2024, the pace of technological change had rendered the 2017 stack outdated. This rapid evolution, driven by advancements from companies like Microsoft, Apple, and OpenAI, necessitates constant readiness to pivot and adapt.
The days of writing a tech stack that lasts 20 years are over. The current pace of change requires quick, brave decisions and a willingness to wait for stability before implementing new technologies. This approach ensures that My Glass remains at the cutting edge while delivering stable, valuable solutions to customers.
Ultimately, the key to My Glass’s success lies in its ability to balance innovation with practicality. The development of the digital wallet claims process was cost-effective and swift because it leveraged existing technologies that customers are already familiar with. This familiarity ensures a smooth transition and high adoption rates.
I would like to leave you with a powerful mantra: “If you’re not leveling up, you’re playing the wrong game.” This philosophy underpins My Glass’s approach to technology and business. Whether you have reached the pinnacle of success or are struggling, the key to continuous improvement is to pivot, change the game, and find new ways to level up.