Case Study: Safelite

14 Feb, 2018

Founded in Kansas in 1947, Safelite is the nation’s leading auto glass specialist. The company owns more than 720 locations, covering all 50 states. Safelite prides itself on its peerless commitment to customer service, which it provides at all hours and days of the year. Safelite’s dedication to top-quality customer relations is what drew the company to Rio Rancho, New Mexico for the construction of its massive contact center.

Safelite is more than an auto glass provider. The company now handles insurance claims through its Safelite Solutions division. The Rio Rancho call center will cater to both insurance and auto glass related calls.

In 2015 we took 1.2 million calls not related to auto glass, and I expect that business to double in 2016, and that forecast is one of the reasons why we’re coming to Rio Rancho.” - Brian O’Mara, Safelite Solution's VP of Client Service Delivery

A Workforce Like No Other

Safelite cites New Mexico's talent-rich workforce and business-friendly environment as primary reasons for choosing New Mexico.

"We have found people who demonstrate our Safelite Spirit - a service mindset, can-do attitude and caring heart, which will allow us to continue to offer the best possible experience to our customers and our fleet and insurance clients who continually look for us to support their growing needs."- O’Mara.

Safelite has also taken an interest in New Mexico’s bilingual community to help enhance and expand its customer services.

 About the Company

  • Headquartered in Columbus, Ohio
  • The company owns more than 720 locations, covering all 50 states.
  • Safelite Group is comprised of three major business operations whose services include Safelite AutoGlass®, the largest provider of vehicle glass repair and replacement services in the U.S.; Safelite® Solutions, the nation's leading fleet and insurance claims management services; and Service AutoGlass®, a vehicle glass wholesale and distribution operation.
  • Safelite serves 10 million customers annually
  • Safelite Group employs nearly 14,000 people throughout the United States.

Economic Development Toolbox

  • $873,292 in JTIP funds to-date (January 2018)
  • $3 million in LEDA funding to invested in infrastructure improvements

    More about Safelite

"We are appreciative of the State of New Mexico and local officials who have been great partners, they were a large factor in selecting Rio Rancho as our new home. Our commitment is to be a long-standing partner to the Rio Rancho community. Our business is expanding, and we've opened this facility to support our growth. By extending our service, we see great potential to continue to make a real difference in the lives of the people we serve and the communities in which we live and work.”- Safelite Group President and CEO Tom Feeny.

Kiplinger ranks New Mexico the 8th Most Tax-Friendly State.
About 20% of our workforce is Spanish-speaking. 
New Mexico is ranked 5th in Workforce Training Leaders. (Business Facilities' 12th Annual State Rankings Report, 2016)