Summary
Carglass® GmbH is in the automotive industry, specializing in automotive glass repair and replacement. Their headquarters are in Cologne, and they are part of the global Belron Group, which operates in 34 countries. Carglass® has over 2000 employees, 370 service centers and 240 mobile units around Germany.
A Usercentrics customer since 2020, Carglass® migrated from the Usercentrics Consent Management Platform (CMP) v1 to v2 in 2021. GDPR compliance is important to them as a German company, particularly as their website sees ever-increasing use, e.g. for appointment bookings. They use the CMP on 14 domains and subdomains.
Challenge
In addition to complying with the GDPR and other relevant data privacy regulations, the Carglass® web properties need to provide customers with great user experience and demonstrate data use transparency. To ensure that and always be improving on it, the team needs to be able to optimize the user interface, which requires being able to understand users’ behavior on the sites.
Goals
Easy implementation and comprehensive functionality
Get the CMP installed and up and running as quickly and easily as possible to enable optimization and be able to maintain it without a lot of resource requirements.
Flexible and user-friendly configuration
Ensure that multiple staff can implement and customize the CMP via the Admin Interface and optimize using the Interaction Analytics.
Strong support
Solid collaboration between Account Management and Support, high responsiveness and solutions that solve customer issues quickly.
Peace of mind with regulatory compliance
Ensure clear and user-friendly consent communication with users, secure management of their data and enable GDPR compliance.
Making It Work Together
Well supported
Talena Bierschenk, Digital Analyst with Carglass®, commented that “We’ve been quite happy with the support offered. Our personal Customer Success Manager ensures quick response times and every time a service we want to use isn’t already part of the DPS list, just a quick connect between Usercentrics and the service provider is necessary and Usercentrics adds the service. This makes it very easy to guarantee staying legally compliant. Also regarding technical questions and support needed we were always able to find a suitable solution with the support of UC.”
Performance and optimization
Bierschenk noted a wide range of customizations that Carglass® has made to their CMP to optimize user experience. When asked about some of the features they find the most valuable in achieving that, they specifically mentioned Preview & Publish in their testing environment; Smart Data Protector for better UX, like consenting to view videos; and with Analytics, detailed pre-defined reports that make it easier to understand and optimize interactions with the consent layer.
The team has improved consent rates by more than 8 percent with Interaction Analytics data reviews and optimization decisions.
Save time and work
When asked why they selected Usercentrics, Bierschenk had plenty to say. Some of the highlights included the easy implementation and detailed documentation, the huge range of regularly updated predefined services, the user-friendly Admin interface that makes it easy for a range of people to use the CMP, and the 100% customizability of the banner design with CSS.
Bierschenk also noted that, upon migrating from v1 to v2, the process only took their team two sprints to refine the necessary adjustments and implement them. Since then, the team has been enjoying the faster load times, and with Cross-Domain Consent Sharing, using the same consent layer on multiple subdomains makes maintenance easy and saves time.
Protecting the business
The Carglass® team appreciates that with Usercentrics being a German company, they bring expertise to enable easy privacy compliance with German data protection laws. The regularly updated list of predefined services and the DPS Scanner also help ensure the company stays up to date with legal requirements.
Bierschenk also noted that they appreciate the transparency that the CMP provides to users, delivering a positive impact on trust, which, by extension, increases trust in the company and their repair/replacement work on customers’ vehicles.
