Transformation of the Year: Group Messaging Console

Business Intelligence Group’s 2022 Excellence in Customer Service Award

Implemented for a rental car company client, HGS’s innovative, on-demand group messaging solution won recognition for Transformation of the Year in the 2022 Excellence in Customer Service Awards presented by Business Intelligence Group.

Because individually calling to check with multiple places to find a replacement vehicle takes valuable time, the emergency roadside services (ERS) rental car replacement process can be long and frustrating for both stranded drivers and ERS agents. To help speed things up, HGS Vice President of Client Solutions and Capabilities Apurva Vora spearheaded the development and implementation of a fully customized group messaging solution that allows an agent to contact all area rental car locations with the same request simultaneously—getting drivers safely back on the road as quickly as possible.

“Not only has the group messaging console transformed the customer experience, but it has also greatly reduced the agent effort required when interacting with the entire network of rental locations, resulting in higher efficiency, less manual workforce management, and lower costs,” said Apurva.

The Excellence in Customer Service Awards celebrate those who are winning by supporting their own customers and those who are developing the tools to help others find success. Awards were given out to 85 consultants, outsource partners and technology providers for superior performances in the past 12 months.