Damien Goodrum, Business Analyst at My Glass
In the interconnected world of business operations, certain roles remain mystifying to many, yet they serve as the backbone of organisational success.
One such role is that of a business analyst. In a recent discussion with Tony from COVER Magazine, I shed light on the multifaceted responsibilities that define my role as a Business Analyst at My Glass.
Tony’s curiosity about the expansive nature of the title “business analyst” resonates with many who often overlook the significance of this position. At My Glass, my responsibilities encompass a wide array of tasks aimed at ensuring operational efficiency, client satisfaction, and maintaining competitiveness in the market.
The essence of my role lies in understanding and adapting to the ever-evolving needs of both our business and our clients. Each client presents unique requirements and service level agreements (SLAs), necessitating a tailored approach to meet their expectations. Yet, amidst this diversity, our overarching goal remains consistent: to deliver unparalleled service while maximising profitability.
Operational efficiency serves as the cornerstone of our endeavors. From managing supply agreements and stock distribution to overseeing fitment centers and facilitating technical training, every facet of our operation is meticulously scrutinised to optimise performance. Our extensive industry experience, coupled with strategic partnerships, enables us to provide comprehensive training and support to our fitment centers, ensuring adherence to industry standards.
While glass replacement forms the core of our business, our focus extends beyond mere product installation. We prioritise service excellence, recognising that customer satisfaction hinges on factors such as timely delivery, precision fitment, and product quality. Moreover, as technology advances, so do the complexities associated with modern vehicles, necessitating specialised knowledge and skills to ensure accurate fitment.
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.
Collaboration with auto manufacturers is paramount in this regard, as it provides insights into the latest vehicle technologies and fitment requirements. By leveraging industry connections and partnering with experts, we ensure that our fitment centers are equipped to handle the diverse needs of modern vehicles.
Central to our operations is a commitment to safety and quality. The importance of using genuine, properly fitted glass cannot be overstated, particularly in ensuring the safety of vehicle occupants. Through stringent vetting processes and ongoing performance monitoring, we uphold the highest standards across our network of fitment centers, earning the trust of both clients and insurers alike.
At the heart of our success lies a data-driven approach, facilitated by robust analytical tools and systems. By meticulously tracking key performance indicators, we identify areas for improvement and implement strategic interventions to enhance efficiency and service quality. This proactive approach not only minimises complaints but also strengthens our position as a market leader.
In essence, the role of a business analyst extends far beyond data analysis and reporting; it encompasses a holistic approach to business optimization and client satisfaction.
We are quite selective. We get approached from companies around the country, existing businesses that want to join our team. We have a good vetting system which includes various admin, technical and service evaluations.
We are stringent in who we onboard as we ensure they have the necessary technical experience and competency. We also want to ensure the applicant shares our core values and shares our commitment towards exceeding clients’ expectations.
Coming back to the business analyst function, over the years we’ve implemented various systems and processes which allows us the ability to measure and manage every aspect of the claims process, resulting in an excellent CSI score.
Continuous improvement also forms a key aspect of my role, we are always looking into innovative ways of improving our business offering.
At My Glass, we embrace this ethos, striving to redefine industry standards in every aspect of our operations, committed to innovation and service excellence.