Marketing Express Glass Brochure

Design by THE SHAPE GROUP

Seeing it through HEAD OFFICE 38–40 Maddox Street Alexandria NSW 2015 Tel 1300 666 234 Fax 1300 666 235 info@expressglass.com.au www.expressglass.com.au

seeing it through

CASE STUDY Melbourne Hailstorm March 2010

-ARCH DELIVERED SOME extreme weather in /F PARTICULAR NOTE were the huge storms IN -ELBOURNE AND 0ERTH THAT BROUGHT GOLF BALL SIZED HAIL AND WREAKED HAVOC ON THE TWO CITIES 3ATURDAY -ARCH Rain, thunder, lightning and hail shut down Melbourne, flooding major centres and destroying much of what stood in it’s way.

Anywhere, Anytime s %MERGENCY GLASS REPLACEMENT 24/7/365 s 7INDOW ENERGY EFlCIENCY AUDITS AND RETRO lT SOLUTIONS s 'LAZING COMPLIANCE AUDITS AND REMEDIATION s 3CRATCH REMOVAL s 7INDOW lLMS Express Glass are specialist providers of building glass replacement and associated services throughout Australia.

With over 25 years of experience, unparalleled industry know-how, integrated quality management systems and technical expertise, Express Glass are equipped to handle any glass replacement job anywhere, anytime.

From household windows and doors to complex commercial jobs, our customers receive the same express response to their glass replacement needs.

Express Glass coordinates other trades and services such as locksmiths and sign writers ensuring a property is returned to its original condition as quickly and efficiently as possible.

The long term success of Express Glass is primarily attributed to the development and implementation of innovative solutions which are tailored to meet the needs of our clients on an individual basis.

-%,"/52.% $AY 3UNDAY -ARCH First thing Sunday morning, our call centre was fully manned and handling the job orders coming in via phone and email.

Managing Director, Adrian Grocott and Operations Manager, Reece van Vliet executed a plan to handle the workload that was too great for our Melbourne branch.

By 2pm we had doubled our resources on the ground and had dispatched 6 tonne of stock from our head office in Sydney $AY -ONDAY -ARCH More glaziers and Express Glass founder, Keith Grocott, departed for Melbourne.

At head office a Storm Centre was set up and our phone system reprogrammed to handle the increased volume of calls and jobs.

With a dedicated team entering, allocating and updating jobs, the day ran smoothly as the team worked long into the night again.

One glazing team works well into the small hours of the morning ensuring an elderly couple’s windows are secure and she feels safe, before calling it a night.

$AY 4UESDAY -ARCH The Storm Centre is now a well oiled machine responding quickly to new calls and giving updates to the insureds as well as Comminsure Management.

Our automated systems, which include receiving electronic updates from our glaziers and auto-pricing of jobs proved invaluable in preventing any backlog occurring.

(AVING AN EFFECTIVE Catastrophe -ANAGEMENT 0LAN MEANT the extra resources were SYSTEMATICALLY DEPLOYED KEEPING RESPONSE TIMES TO a minimum. /UR AUTOMATED SYSTEMS WERE EASILY UPSCALED TO cope with the increase IN DEMAND AND OUR SERVICE DELIVERY OUTSIDE THE AFFECTED AREAS WAS business as usual. !DRIAN 'ROCOTT Managing Director Express Glass

4AILORED SERVICES Specialized Support Teams

Systematic status updates

We tailor our customer support centre services to meet the individual needs of our clients.

Dedicated personnel are trained to address the specific needs of our clients and their customers, ultimately enhancing the experience.

We live by an “Ask Once� service ethic. At Express Glass it’s our job to keep you informed.

This ethic is so important to us that it forms the basis of our primary service level KPI. We also enable automated emails and notifications each time the status of a given job changes ensuring our clients are kept informed every step of the way. These notifications are customizable on a job by job basis to suit a clients specific needs.

‘Real Time’ reporting Service reports completed on site by our technicians are transmitted electronically to our head office via digital pen technology. All information from site including work undertaken, job status, times on site, client approval/sign off and safe work method statement are captured on “e-forms� within seconds of being completed, meaning our systems operate in real time. This technology creates an extremely fast and easy to work with job monitoring system that allows up to date communications to our clients.

Technology enabled solutions We employ the latest technology in IT and Telephony systems enabling seamless integration with disparate systems including warm transfers, policy and order validation, and a range of other services designed to create efficiencies for our clients.

%XPRESS 'LASS OFFERS A REAL CHOICE TO PROPERTY AND INSURANCE PROFESSIONALS WHO ARE LOOKING FOR A SERVICE PROVIDER THAT ADDS QUANTIlABLE VALUE AND INSPIRES CONlDENCE IN THEIR ABILITY TO DELIVER WHAT THEY PROMISE

Custom Report Packs Express Glass provides tiered reporting in the form of client specific report packs. These reports can be tailored to encompass a client’s complete network and/or customized by account, region or franchise type. They are presented in an attractive, easy to read professional format.

Express Glass offer QBE a strategic solution that is customer focused nationally on both a regional and CBD basis‌ they provide us with a 24/7/365 days a year service provision that is backed up by sound systems, consistent and reliable service and no short falls in the delivery.

Ross Leotta Strategic Procurement Category Manager – Strategy and Technology QBE Australia

7E RE DIFFERENT 4HERE ARE THREE KEY ATTRIBUTES OF %XPRESS 'LASS WHICH TOGETHER HAVE MADE US THE GLAZIER OF CHOICE TO PROPERTY AND INSURANCE PROFESSIONALS 7E ARE ALWAYS THERE WHEN YOU NEED US As the largest Australian owned glass replacement company we have both the resources and quality systems to underpin this promise. s 3ERVICE ANYWHERE IN !USTRALIA 24/7/365. s ! NATIONAL NETWORK OF BRANCHES and approved agents s 1UALITY -ANAGEMENT 3YSTEMS 7E RE EASY TO WORK WITH No ‘on hold’ delays, no chasing up orders or paperwork and a simple one page national pricing structure, are just some of the ways we make working with us easy.

3AFETY To counter the inherent dangers of dealing with broken glass in the glazing industry, Express Glass maintains occupational health and safety as the highest priority. To this end we have applied innovation, initiative and over 25 years of experience in developing our safe work systems.

Commitment to a ‘work safe’ culture is demonstrated by our integrated AS/NZS 4804 compliant safety management system and the use of periodic third party safety audits.

Our safety management system permeates our entire organization and forms the basis of our culture, this impacts the behavior of our people everyday and ensures that best practice principals are followed.

We extend these principles, systems and procedures to our partner organizations across the country ensuring that a consistent approach to OH&S is maintained at all levels within the organization and at all locations.

s !SK /NCE SERVICE ETHIC s 4AILORED SERVICE DELIVERY s 2EAL TIME WORKmOW AND communication s 3IMPLE PRICING MODEL

7E RE A COMPANY YOU CAN TRUST We understand that, whether you are an insurance agent or property manager, in an emergency glass replacement situation we are your ambassadors on site and your brand is in our hands. Our quality management systems inspire confidence in our ability to deliver what we promise. s #ORPORATE GOVERNANCE framework s /( 3 TO !3 .:3 s #OMPLAINTS HANDLING TO !3 )3/ 10002-2006 s %NVIRONMENTAL MANAGEMENT s #OMMUNITY SUPPORT AND participation s )NDUSTRY ENGAGEMENT