DCP Logo

Digital Customer Portal Maturity Model

 
0 Non-Digital
1 Introduction
2 Developing
3 Established
4 Optimized
No portal

Customer interacts predominantly over telephone direct to BU.
Initial DCP supporting basic services for individual Customers. DCP Measures established with Customer promotion from CCC and external.

Key Design / Feature Examples:
  • Smartphone first developed.
  • Basic change of details and appointment (no live slots).
  • Key Metrics established and reported.
  • DCP increased support for Customer actions with increased of Customer Usage through BU promotions and reduction in Red Contacts.

    Key Design / Feature Examples:
  • Change Appointment with LIVE slots.
  • Advanced Customer details mgmt.
  • Payment offerings.
  • DCP central connection point for core Customer post booking services. DCP integrated with operational systems.

    Key Design / Feature Examples:
  • Advanced Customer Self-serve.
  • Cross-sell / up-sell options.
  • Expansion to online booking.
  • Fully supporting Customer self-service Customer Experience Management (CXM). Redcall / contact significant reduction.

    Key Design / Feature Examples:
  • Directed personalised content.
  • End to end Portal supprting all Customer need.
  • Full Back-end integration and automation.
  • No Current Plans
    In Review
    In Planning
    Carglass Canada

    Canada


    Carglass Hungary

    Hungary


    Casrglass France

    France


    O'Briens

    Australia


    Carglass Turkey

    Turkey


    Autoglass Ireland

    Ireland


    Carglass Austria

    Austria


    Origlass

    Italy


    Carglass Switzerland

    Switzerland


    Carglass Norway

    Norway


    Carglass Denmark

    Denmark


    Carglass Spain
    Spain
    Released