Dec. 10, 2019—Mitchell has released its Industry Trends Report for the fourth quarter of 2019. The report touches on topics including the challenges and opportunities with emotion AI and claims, the increasing complexity and risks associated with repairing car windshields and the importance of data and analytics for claims managers.

In 2020 Vision: A Look at Proper and Safe Glass Repair, Mitchell vice president of sales and service, Jack Rozint, explores the tools and technology glass businesses will need to address this growing complexity.

According to the report, glass installers need the best available tools to help streamline business operations and glass repair. Many continue to use Point of Sale (POS) management systems to improve efficiency, enhance dispatch services, bill more accurately and improve customer communications. Even small operators have found that these systems assist with many aspects of running a glass business.

Yet there are still challenges facing the industry including finding the right SKU for the windshield parts, ensuring OEM recommended practices are followed, deciding whether to provide ADAS calibration as a service or outsource it, and being able to access the systems and information to address the other challenges.

Glass businesses need modern, cloud-based tools that leverage the latest functionality and data access to provide the benefits needed to survive.