Safelite Wins PACE CXE Award for Innovation for MRM Technology


The Professional Association for Customer Engagement (PACE) has recognized Safelite AutoGlass with an inaugural Customer Experience Excellence (CXE) Award in the Innovation category.

The awards program from PACE focuses on a product, service, or company that provides solutions greatly enhancing the customer experience. The program is designed to bring attention to National Customer Service Week, which is the first week of October every year.

PACE’s CXE Award to Safelite focused on our Mobile Resource Management (MRM), which is a custom software that automates the workflow process for mobile technicians. Last year, Safelite introduced the third iteration of MRM, which is used on Samsung Galaxy Note® II smartphones by Safelite’s roughly 4,500 technicians.

MRM3 features everything a technician needs to provide an exceptional customer experience on the road. The flexible, event-driven workflow streamlines a technician’s day. The home screen displays their daily work order list and map view to each location. The daily manifest can be changed as needed by the technician. They can start each job by collecting basic customer information and completing a digital pre-inspection of damage supported by photographs. They can update parts used for better customer records. And they can close with a safe, secure payment.

“MRM3 is a continuation of our effort to build a People Powered, Customer Driven culture,” said Matt Weger, Safelite’s assistant vice president of IT. “It both empowers our mobile technicians and repair specialists to focus on providing a safe, high-quality job while also providing a seamless appointment for the customer.”

Safelite’s I.T. team has led the development of MRM and has remained committed to constantly updating and refreshing it based on user feedback.

“Many thanks to our I.T. department for leading this initiative,” added Renee Cacchillo, vice president of customer and brand strategy at Safelite, “Also, we thank our technicians who have embraced it in the field. No doubt – our willingness to use new technology is a key element in delivering on our brand promise of the Safelite Advantage.”

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