APAC Customer Services is partnering with Apogee Enterprises' Harmon AutoGlass business to enhance its automotive glass claims program management. The end-to-end CRM solution capitalizes on Harmon's glass management expertise and APAC Customer Services' operations excellence and innovative technology to streamline work processes and information flow. Under the services awarded during the third quarter, APAC Customer Services' representatives will provide around-the-clock customer care to vehicle owners filing automotive glass replacement- and repair-related claims through Harmon's glass claims network.

    As part of the long-term relationship, APAC Customer Services is assuming responsibility for operating two Harmon customer interaction centers located in Orlando, Florida, and Eau Claire, Wisconsin. The centers provide customer care and support to consumers seeking insurance claims processing and scheduling of on-site mobile or in-shop service for windshield repair and other automotive glass replacement needs. Service is provided through a nationwide network of auto glass shops owned by or affiliated with Harmon AutoGlass and other glass shops.

    Joe Deckman, Executive Vice President of Minneapolis-based Apogee Enterprises, said, "We are excited to work with APAC Customer Services to implement next-generation solutions in glass management and other services for our clients. This relationship allows Harmon to focus on gaining further efficiency in our core business of replacing and repairing auto glass."

    Peter M. Leger, President and CEO of APAC Customer Services, said, "Apogee Enterprises has recognized the expertise, efficiencies and opportunities to be gained through a relationship with a CRM and e-CRM solutions leader. The solutions to be provided to Apogee Enterprises will set a new standard in today's after market automotive services marketplace."