NEW SERVICE APPROACH FOR CAR RENTAL VENDOR
- better fleet availability, more sales and higher returns -
An international rental car vendor wanted to improve its service concept. Its precise objectives were to increase availability and sales as well as to improve its financial success. Optimized fleet utilization and availability were needed to obtain the necessary leverage. But could an external service partner support all of this? Definitely!
The company's entire customer service department was centralized in an outsourced service center. Its goals were the following:
Better customer service due to better accessibility
Improved fleet utilization through targeted, needs-based distributions of all vehicle categories
For AIC, this step lead to a doubling of a call volume. To handle this without any quality loss, 25 additional employees were trained for the task over a period of three months. Quality was the clear focus of their work. In addition to to increasing accessibility, we emphasized improving service quality. Customer calls were recorded and analyzed in detail. AIC cooperated with its client's trainers to increase the service employees' friendliness, technical knowledge and reservation quotas during customers calls.
The customer's desired restructuring was achieved. AIC proved that relevant multi-channel customer service could lead to more sales as well as greater customer satisfaction and loyalty.