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Customer Relationship Management Enterprise Rent-A-Car

Customer Relationship Management Enterprise Rent-A-Car. What They Do. Specializes in renting vehicles to customers who: Need a car because of accident, mechanical repair, or theft Need a car in town for business purposes Need a car rental at the airport

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Customer Relationship Management Enterprise Rent-A-Car

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  1. Customer Relationship ManagementEnterprise Rent-A-Car

  2. What They Do Specializes in renting vehicles to customers who: • Need a car because of accident, mechanical repair, or theft • Need a car in town for business purposes • Need a car rental at the airport • Need car for a leisure trip or special occasion

  3. History • Private Company • Established: 1957 • World Headquarters: St. Louis, Missouri • Annual Revenue (worldwide) 2007: $9.5 billion • Rental Car Vehicles in service 2007: 728,000 automobiles

  4. Corporate Facts • Largest rental company in North America • Offices within 15 miles of 90 percent of the U.S population • More than 7,000 offices in the United States • More than 900 offices in Canada, United Kingdom, Germany, and Ireland

  5. Business model: • well-trained employees • Career advancement opportunities • Rewards • A growing business leads to greater opportunities for cement, helps Enterprise attract more top talent ... And the circle of success continues to turn.

  6. Marketing Mix

  7. Enterprise’s cultural compass • Using the Compass, enterprise’s employees work to engage the neighborhoods in which we operate, improve diversity through their ranks, and contribute hours and dollars to the causes that matter the most.After all, we are not entitled to our success. We have to earn it, each and every day.

  8. A Customer-Focused Culture • Since 1995, promotions and salary increases for branch employees have been tied to their location’s customer satisfaction ratings. No one at a branch can be promoted if customer satisfaction lags behind the corporate average—even if the branch has revenue and fleet growth

  9. Enterprise Rent A Car Customer Service • Take care of customers and employees first and business success will follow. • It is this emphasis on Enterprise Rent-A-Car customer service that keeps the company growing.

  10. Empowerment • Enterprise Rent-A-Car is a world-class company that was built by our employees one transaction, one handshake, one kept promise at a time.

  11. Capture Customer Data • Call Back System • ESQI

  12. Recency-frequency-Monetary Analysis • Indentifies those customers most likely to purchase again. “Best Customers” E+members benefits program Some of the benefits of this program are: • Faster Reservations • Faster Rentals • Special offers through emails

  13. Best customers • 70% of Enterprise’s business comes from Insurance Claims • Relationship with the insurance companies • Relationship with local auto repair shops

  14. More Best Customers • Utah State University • Quick processing time for vehicles • Easy billing

  15. 10 Reasons to like Enterprise • 1. Personable • 2. Easy to use website • 3. Hospitable • 4. They solved problems quickly. • 5. They listened. • 6. Friendly, polite, and treated us very well. • 7. Variety • 9. Competitive price • 10. They were professional.

  16. The words of the CEO… (showing that CRM is truly at the heart of the company) So, in these days of "Customer No-Service," it is refreshing to experience the following: • To be offered cold drinks on a hot summer day. • To be recognized and addressed properly by your last name ... pronounced correctly, by the way. • To be telephoned the day after you rent a car just to make sure everything was okay. • And to be treated in an extremely professional and personable manner during the entire experience.” "All of your systems have to be customer focused and probably more important, your people need to be customer focused," he explains.

  17. Enterprise Rent-A-Car customer service has been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports • The company was named number 9 on Business Week's top 25 companies customer service list • Enterprise is currently number 16 on the Forbes “500 Largest Private Companies in America” list • In general 95% of the customer stated that they are completely satisfied with the company

  18. We’ll pick you up! • Enterprise’s "We’ll Pick You Up" service, which spares customers the hassle of getting a cab to the rental office, is likely its most visible customer service effort. • http://www.youtube.com/watch?v=w1srAiLv5xE • http://www.youtube.com/watch?v=Eo7fLwpgKbc

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