Mobile Service Workflow
- 1Customer books mobile service online
- 2Automated VIN request sent via SMS
- 3Technician assigned based on route optimization
- 4Arrival notification sent to driver
- 5Job completion and photo upload to client portal
Systems for Auto Glass
Modern Systems for Auto Glass Operations
The business model for auto glass companies runs through a high-volume mix of direct retail jobs and insurance claims. The biggest drains usually come from the gap between the initial glass quote and the actual shop or mobile appointment, or when technicians fail to capture VIN details and pre-inspection photos in the field.
Automotive
- Instant VIN Capture
- Mobile Tech Dispatcher
- Insurance Claim Follow-Up
- Calibration Education
- Cure Time Alerts
How the business actually works
How the work flows, start to finish.
- 01
Inquiry
A driver contacts the shop with a chip or crack needing immediate attention.
- 02
Quoting
Staff identifies the correct glass part using VIN verification and provides a quote for the deductible or retail price.
- 03
Procurement
The required windshield or side glass is sourced from local distributors and delivery is confirmed.
- 04
Dispatch
The job is assigned to a mobile tech or shop bay based on calibration requirements and location.
- 05
Installation
Technicians perform the replacement, document the urethane cure time, and complete safety calibrations.
- 06
Invoicing
Final paperwork is processed for the customer or submitted to the insurance third-party administrator.
- 07
Reactivation
Past clients are reminded of chip repair services or seasonal windshield wiper replacements.
Where it leaks
Common problems for auto glass companies.
01
Ghosting After Quotes
Drivers often call several shops for the best price and then never respond to follow-up attempts. Without automated reminders, these high-intent leads disappear before an appointment is booked.
02
Mobile Dispatch Gaps
Managing a fleet of mobile technicians leads to scheduling overlaps and inefficient routing. Communication breaks down when techs are on the road without a centralized way to update their job status.
03
Missing Documentation
Insurance claims are frequently denied or delayed because technicians forgot to take a photo of the VIN or the damage before starting. Manual paper trails lead to lost revenue during the billing cycle.
04
No-Show Waste
Mobile technicians driving to a location only to find the customer is not home results in wasted fuel and labor hours. Lack of automated arrival alerts prevents these costly logistical failures.
05
Complex Calibrations
Advanced Driver Assistance Systems require specialized calibration that customers often do not understand. Failing to educate the client during the booking process leads to confusion and refused service at the time of installation.
What LATTICE can build
Systems built around how you work.
Instant VIN Capture
Enable customers to upload photos of their VIN and glass damage via a secure portal for accurate part identification.
Mobile Tech Dispatcher
Assign jobs to field technicians with automated SMS updates for customers when the tech is en route to their location.
Insurance Claim Follow-Up
Automate the collection of necessary claim information and documents to ensure faster reimbursement from providers.
Calibration Education
Send automated videos explaining the necessity of ADAS calibration whenever a compatible windshield replacement is booked.
Cure Time Alerts
Trigger an automated text to the customer precisely when their safe drive-away time has passed after an installation.
Review Request Automation
Send a feedback request the moment a job is marked as completed to build local reputation on search platforms.
Missed Call Text Back
Ensure no driver goes to a competitor by instantly texting back when the shop line is busy or it is after hours.
Seasonal Wiper Campaigns
Automatically reach out to the existing customer base during rainy or snowy seasons to offer wiper blade replacements.
Example systems
What it looks like in practice.
Insurance Lead Nurture
- 1Inquiry received via web form
- 2Automated text asks for insurance provider name
- 3Follow-up sequence triggers if quote is not accepted within four hours
- 4Booking link sent once coverage is verified
Post-Installation Care
- 1Job marked complete in dashboard
- 2Two-hour delay to wait for urethane cure
- 3Text sent with care instructions and drive-away confirmation
- 4Review link sent 24 hours later
Have a different problem?
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
Questions from auto glass companies
How can we handle customers who call for quotes but do not book immediately?
We implement automated follow-up sequences that trigger immediately after a quote is provided. This keeps your shop top-of-mind while the driver is still deciding, significantly increasing the likelihood of them returning to schedule the work.
Can the system help my mobile techs stay on schedule?
Yes, by utilizing automated arrival notifications and status updates, your office stays informed of each tech's progress. This reduces manual check-ins and allows for real-time adjustments to the daily schedule.
How do we ensure insurance documentation is never missed?
The system can require specific fields, such as VIN photos and pre-inspection checklists, to be completed before a job can be closed. This ensures all data needed for a successful claim is captured while the technician is still on-site.
Will this help explain the cost of ADAS calibration to customers?
We use automated messaging to educate customers on the safety requirements of their specific vehicle during the booking process. Providing this information early reduces price shopping and build trust regarding the technical necessity of the service.
Can we manage both retail and insurance work in one place?
The platform acts as a central hub for all communication and job tracking regardless of the payer. You can segment your workflows to handle the different documentation requirements for retail cash jobs versus complex insurance claims.