Case Study: Automotive
Speeding up the ERS rental car replacement process with group messaging
Innovative group messaging solution transforms both agent and customer experience
An HGS partner since 2019, this leading global provider of mobility solutions operates three major car-sharing and rental car brands. The company is based in the United States and operates in more than 11,000 locations in approximately 180 countries.
We learned that customer wait times could be lengthy while agents searched for a replacement vehicle. Because crucial minutes passed as agents repeated the task of contacting multiple rental car locations one by one, we resolved to find a faster solution that would improve both the agent and customer experience.
To speed up the process of contacting various locations, HGS developed and implemented a fully customized group messaging solution that allows an agent to contact all area rental car locations with the same request simultaneously. The agent can then coordinate the replacement vehicle through the first location that replies with availability. Often, this task is performed while remaining on the phone with the driver, eliminating the need for a call back or leaving the driver on a long hold.
The tool used to send the group message records pertinent information such as the rental contract number, customer name, car make and model or car type, caller ID, and requested location. This information is automatically included in the group message along with the phone number for the follow-up team to discuss options or other details.
To further reduce agent error and effort, HGS and the client developed predefined messaging templates and automated responses to reply and follow up with locations.
Detailed analytics, tracking and reporting at messaging, agent, and network level allow HGS and the client to manage KPIs and deliver insights back to the client for future business decision making.
Before the rollout of the new solution, agents could spend up to hours manually calling locations to secure a replacement vehicle. Our innovative group messaging solution not only serves as an additional channel offering for the customer and the rental car location, but it also delivers faster available car tracing to drive positive customer satisfaction. Communication is much easier, as the agent can text the customer information, reducing effort for both parties.
797K messages exchanged with customers and agents
18%reduction in total outbound calls
48Kunique MVAs handled through group messaging solution
49%decrease in outbound hours
In summary, HGS created a fully customized proprietary platform that not only has transformed the customer experience, but 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.