STREAMLINE PROCESSES TO ELEVATE AND ENHANCE CUSTOMER EXPERIENCE
Enterprise Holdings Inc., the world’s largest car rental company, owns the Enterprise Rent-A-Car, National Car Rental, and Alamo Rent A Car brands. As a global leader, the company is focused on providing a level of service that keeps customers coming back. To maintain that focus the company hires smart, motivated men and women into its Enterprise Rent-A-Car Management Training Program and trains them thoroughly from the day they become front-line employees. In fact, their career advancement is tied directly to their success in completely satisfying customers.
However, as the business has grown, so too has the time it takes to manage the rental process. For example, if a location encountered an inventory issue, an employee might make numerous calls to other area Enterprise locations to secure the vehicles he or she needs, and make arrangements to have them moved. While this is certainly part of the convenience of having such an extensive network of locations, the actual process was not only taking employees’ time away from serving customers, it created an inconvenience for customers as well.
RIGHT DATA. RIGHT HANDS. RIGHT NOW.
Enter Coolfire. In 2016, Enterprise Rent-A-Car piloted the mobile software solution in select locations in the St. Louis market, the home of its worldwide headquarters. Coolfire integrated and aggregated Enterprise’s existing operational investments, legacy systems, and processes into a central dashboard accessible on a tablet known as LaunchPad.
The new real-time functionality provided Enterprise with better visibility into its business and operations through situational awareness:
- INTEGRATION OF RESERVATION AND INVENTORY DATA
- VIEW OF EMPLOYEE LOCATIONS AND CUSTOMER RESERVATIONS
- INSTANT TRADING OF VEHICLES WITH OTHER BRANCHES TO ELIMINATE INVENTORY ISSUES
- ASSIGNMENT OF WORK TICKETS TO OPTIMIZE WORKFORCE EFFICIENCY
LaunchPad was rolled out to all neighborhood Enterprise Rent-A-Car locations throughout North America in spring 2017 and now has over 20,000 active users daily. Enterprise is now in the process of its European rollout.
“THE OPPORTUNITY TO GET TO KNOW THE CONSUMER IN AN EVEN MORE INTIMATE WAY IS SOMETHING THAT IS AVAILABLE TO YOU, BUT THERE HAS TO BE AN ORGANIZATION… WE’RE REALLY TRYING TO TAKE A HOLISTIC LOOK. LAUNCHPAD REPRESENTS US ADDRESSING THE WHOLE FLOW OF HOW A CUSTOMER EXPERIENCES OUR PRODUCTS AND SERVICES.”