OUR CLIENT
Fortune 500, publicly traded organization which provided car rental and leasing services at ~12,000 corporate and franchisee locations in 160 countries.
THE CHALLENGE
restore the client’s ranking in the J.D. Power customer satisfaction survey after dropping to 6th place and reverse a decline in sales revenue as customers defected to other service providers.
BUSINESS NEEDS
Quickly regain, and retain, market share by improving the overall customer experience:
- Increase Net Promoter Scores
- Increase return visits
- Grow loyalty club membership
SCIMET worked with the client to analyze “Voice of the Customer” data which highlighted the need for a new fleet strategy and operating model design to provide customers with more desirable vehicles and greater customer autonomy. We then lead the design and implementation effort over ~12 months, while assisting with a site “makeover” to enhance ambiance and wayfinding, which spanned across 30 sites (the client ultimately rolled this out across the Top 60 sites). Next, we analyzed the end-to-end “Customer Journey” and launched a targeted improvement effort at the same 30 sites over ~12 months to resolve the most critical pain-points related to customer service, customer wait times, and vehicle cleanliness.
