Some rent-a-car companies run the risk of dying of success. Sometimes continued growth in sales does not come with proportional growth in the structure.
Specifically, the structure and the client service and reservation department are too small, not very flexible, without the appropriate technology and not updated in the Customer Experience trends.
This noise and lack of optimisation of the internal organisation not only has an impact on branding, but forces the company to reduce energies to the detriment of real differentiation in its core, digital transformation or the new opening of rent-a-car offices in countries.
Up to 50% lost calls in the summer
Long waiting times
Average management time for a complaint up to 20 days
Need to consult another department up to 45% of times
Rigidity of the staff in the case of peaks or seasons
No discrimination of client segments
No specialised software to register information and record calls
Only service channels are telephone and e-mail
Only three languages available 100% of the opening hours
High number of errors in manual processes
Difficulty to access the client's record
Reporting difficult to extract and not always consistent
In order to grow, improving branding and without losing the focus of improving the core, the natural response of the rent-a-car market is to outsource services to a supplier specialised in client management and technology, such as Necomplus.
A specialised supplier implements immediate actions, with expertise in processes that substantially improve customer Experience of the brands they represent.
Minimum answer during all months of the year of 90% of the calls
Reduction of waiting time by 50%
Reduction of the file management time from 20 to 5 days
Flexibility of the staff in various hours, shifts and seasonality
Different lines with different teams according to the client: holiday, premium, corporate, fleets
Specialised software with call recording and registration and classification of all actions
Expanded service channels with e-mail, chat, texting and WhatsApp
From 3 to 9 languages available for client service
Process standardisation and reduction of 75% of mismatches
Maximum speed for agent to access the client's record