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Body glass

description

At North Glass, we provide professional vehicle body glass replacement services for all types of vehicles. Whether its a side window, quarter glass or a door glass has been damaged, our experienced technicians install quality replacement glass that meets industry standards. We use the latest installation techniques and premium materials to ensure a secure, precise fit.

capture the lead

Before creating a windscreen replacement job, "create a new customer" or confirm the details of an "existing customer":✓ Customer name✓ Property address✓ Email address ✓ Phone number Purpose: The information gathered during the initial phone call is to determine the following:1. To identify the correct vehicle requiring a replacement body glass.2. To identify which piece of glass requires replacement (left-hand, right-hand, rear, quarter, etc).3. To confirm the insurance details (if applicable). 4. To establish the details of the damage.
Using the "Auto Body Glass" job template, always work through the following checklist before booking in with a glazier.
1. Obtain the vehicle registration (Rego) number.
Why we ask: The registration allows us to identify the vehicle's make and model and helps us source the correct replacement glass.
2. Confirm the vehicle owners name.
Why we ask: This ensures the booking is recorded under the correct customer and matches any insurance claim information.
3. Ask if the replacement is being completed through insurance. If yes, obtain the insurance provider, claim number and/or policy number. Why we ask: We require the claim and policy numbers to process the replacement directly with the insurer where applicable. If the customer has no insurance we will have to provide them with a quote. 4. Confirm the date the damage occurred. Why we ask: This information may be required for insurance purposes and helps us confirm the claim details. 5. Confirm which piece of body glass requires replacement.Left-Hand (LH/passengers) or Right-Hand (RH drivers)Glass location (e.g. front door, rear door, quarter glass, cargo glass) Tinted glass? (We don't do aftermarket tinting - they will need to have this done elsewhere) Technology? Toughened or laminated?
Why we ask: Confirming the exact location of the damaged glass ensures the correct replacement part is ordered and allows us to schedule the replacement efficiently.
Before ending the call, confirm:✓ Customer name✓ Phone number✓ Email address✓ Vehicle registration, make and model ✓ Identified the part they require (see below how to do this, keep the customer on the phone while you do this search) ✓ Does the glass need to be secured with film ✓ Schedule the booking (Always book the customer in) Once you have gathered all of the required information, explain the next steps to the customer: - Let them know we need their vehicle for 1.5 hours - If they have insurance they will need to lodge a claim. Email them using the "Auto Windscreen Insurance Details Req - Steering" email template. - Confirm their booking date and time, let them know you will email them the booking confirmation using the "Auto booking confirmation - Body Glass" email template. Update the date/time accordingly. - If they have no insurance we will have to do a quote and take a deposit payment before we can schedule their booking. See below.

identifying the part - NAGS

To correctly identify the replacement part required for the customer's vehicle before ordering or booking the job, you will need to: Step 1: Search the vehicle registration in CarJam. Confirm the vehicle details, including:Make and ModelYear (if available)Body type Step 2: Using the vehicle information from CarJam, search NAGS for the available panel options. Determine whether there is: A single/multiple options Does the panel have any technology Step 3: Ask the customer whether their panel had any of the following features (if known or if applicable): Tinted glass - Clear / Grey / SolarTechnology - Antenna / HeatedGass type- Toughened / Laminated Holes - Wiper hole / No wiper hole Step 4: If multiple options are listed in NAGS, explain to the customer that additional information is required to identify the correct glass. If you can't identify the panel over the phone, ask if they can either:- Bring the vehicle in for identification; or - Send us some clear photos of the panel from outside the vehicle, using the "Auto Windscreen Photo Request" email template. Update template accordingly.
Do not order the part until the correct option has been confirmed. Step 5: If only one option is listed, advise the customer that we know which part is required. Proceed to book the vehicle in. Notes- Always confirm the part before ordering, even if only one option is displayed.- If there is any uncertainty about the correct panel, request additional information before placing the order.- Correct identification at this stage helps avoid incorrect orders, delays, and additional costs.

identifying the part - GEnuine

Use this information only if the part is unavailable in NAGS.We may need to source a genuine/second hand part if this is not available in NAGS. The process does take longer than normal. Contact a dealer and request a POA (Price or Availability) before proceeding to book the customer in. We will also need insurance approval before we can order in the replacement part.
Contact the following Genuine suppliers for these vehicle makes and models (do a quick google search for a contact number): Toyota Albany: Toyota (20th payable) Pacific Motor Group Whangarei: Ford, Kia, Mazda, Mitsubishi, Nissan, Subaru, Suzuki (charged to capricorn) Tristram Northland: Isuzu, Hyundai, Chery, Nissan, JAC, Honda (pay on invoice) Keith Andrews Northland: BYD For second hand parts: Parts connection (charged to capricorn) Second hand parts specialist for the make and model (google search required) Warkworth Wreckers (20th payable) You will need to have this information ready:- Rego - Make and Model- Year
Step 2: Contact the suplier and request a POA - You need our buy (trade) price, the RRP, freight charge and if it is in stock for dispatch - Request if they can email us a formal quote and to put the rego in the subject line (easier for us to reply to when ordering) - Attach quote in job notes - If not already applied, ask if a trade discount is applied as we are an installer - Ask if they are Capricorn (Auto shareholder) - provide our capricorn trade account number: 289052
Notes:- Replace the job/quote description "aftermarket" with "genuine or second hand"- Add a "misc" item line in the quote and you must provide the part number. The sell price is calculated using the RRP price plus 10% for genuine or 25% for second hand.- Add the freight charge, cost plus $45. - Glass needs to be checked as soon as they come off the truck - do not sign for it if it is broken/faulty - the supplier will need to dispatch another part as soon as possible at their expense.

Customer has Insurance

The customer may need to lodge a claim. Let them know you will send them an email requesting the policy/claim number using the "Auto Windscreen Insurance Details Req - Steering" email template. Let them know that they can reply to this email with the details. Change the job status to "Insurance Details". If the customer has already lodged a claim or we have their policy details on file we can proceed with preparing a quote for their insurance provider. Email the insurer the quote and change the job status to "Revised Quote Waiting on Acceptance". Note: The quote wil need to be approved before we carry out the installation.

Insurance Quote descrption

Using the "Auto Body Glass" quotation template. This information needs to be entered correctly based on the information the customer provided, the items highlighted need to be updated accordingly: To supply and install an aftermarket body glass / cargo / door glass / quarter glass / rear glass on a  (enter the make and model here)
Feature in glass (select if applicable)
Registration: (enter the rego here)
Owners Details: (enter the owners name here)
Insurance Details: (enter either the policy number or claim number here)
Date of damage: (enter the date of loss here)
Confidentiality Notice:This quotation has been prepared specifically for the named recipient and their insurer for the purpose of assessing and completing the described works. It is not intended for distribution to other repairers or third parties without the prior written consent of North Glass Ltd.

Insurance quote item Template

Building the quote materials BGP - Enter the identified part code from supplier here and apply markup BGFit - This is the standard time for a body glass install CONS - Consumables are used on every job GDF - Glass disposal fee for all glass replacements Freight - Freight is charged for each glass delivery, update accordingly Tip: If an item is not required for the job, remove the line item. Only include the options that apply to the job.
Once the quote has been prepared, review each line item to ensure all calculations are accurate. You need to check that the document theme has "Detailed info" selected as insurance needs a breakdown on every item quoted. Approve the quote and email this to the insurance provider using the "Quote Auto" email template. You must put the claim number or the policy number in the subject line. Change the tradify job status to "Revised Quote Waiting on Acceptance". Note: We do not invoice insurer until after the installation.

Customer has no insurance

If the customer doesn't have glass cover with insurance, you must prepare a quote using the "(Cash Sale) Auto Body Glass" quote template for insurance. The margin is not a lot for body glass. This information needs to be entered correctly based on the information the customer provided. Once the quote has been prepared, review each line item to ensure all calculations are accurate.
Approve the quote and email this to the insurance provider using the "Quote with 50% Deposit" email template. Change the tradify job status to "Quoted".
Note: The quote wil need to be approved before we carry out any works.

Quote Accepted

invoice

Customer with insurance: Copy the quote to an invoice after the installation has been completed. Email the invoice to the insurer using the "Invoice" template. You must put the claim number or the policy number in the subject line. Customer with no insurance: If the customer is happy with the quote, we need to collect a 50% deposit and then order the screen in. Please check you have coded the line item on the invoice to the right account code (41000 - Auto glass (41000) otherwise this defaults to account code: 42000 - Materials (42000). Book the customer in and change the job status to "waiting on parts". Email the customer their booking confirmation using the "Auto Windscreen booking confirmation - STD Screen" or the "Auto Windscreen booking confirmation - ADAS" email template. On completion of the replacement, create an invoice for the remaining amount from the quote. Please check you have coded the line item on the invoice to the right account code (41000 - Auto glass (41000) otherwise this defaults to account code: 42000 - Materials (42000). Final payment is required before we hand over the keys. Note: Customers without insurance may pay using the eftpos machine or cash. Add the payment on the invoice and hit the save and continue button. Change the job status to "Post invoice Email".

after sales care

Our sales aftercare process consists of a simple follow-up email requesting a customer review. Please send an email using the standard "Review Email" or "Review Email - Giveaway" email template during promotional times. This allows us to gather valuable feedback, measure customer satisfaction, and build trust with future customers, while keeping post-sale communication minimal and non-intrusive. Change the job status to "Completed."

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