Avis is one of the world’s most renowned car rental brands, with some 5,450 offices in more than 165 countries. It has a long history of innovation in the car rental industry and is one of the leading brands on an international level in terms of cus- tomer loyalty. It belongs to Avis Budget Group, which oper- ates and manages the brand’s licenses around the world.
The company won awards for being the “World’s best car rental company”, “Europe’s best car rental company”, and “North America’s best car rental company” in the 2015 Business Traveler Awards.
THE SITUATION AND CHALLENGES
Current customer demand and high competition in the automotive sector of the Spanish market mean that brands are constantly innovating and seeking solutions to improve their customer service processes and thus stand out from the competition, offering a service and an experience fully in line with consumer expectations.
Avis is the market leader when it comes to car rental and to maintain this position, it has entrusted Qmatic with installing a simple queue management system with the aim of improving the effectiveness of their operations and boosting customer satisfaction by reducing wait times. The challenge consists of installing a turn management system which, on the one hand, allows customers to queue by entering their details in a self-service kiosk so that they can take advantage of their wait time by doing something productive and, on the other, that provides the necessary and updated information to be able to offer an efficient customer experience.
The system can be used without needing to install software on any computers, or requiring any special cables.
"Thanks to this system, the customers are recognizing that they are being treated fairly and employees can focus on service without having to worry about whose turn is next."
SOLUTION
The solution applied was the Qmatic Solo system, associated with our all-in-one system with touch screen turn dispenser, an SMS turn pre-notification module, and multimedia monitors to show turns along with other kinds of content.
It has been installed in 5 main offices: Madrid, Barcelona, Malaga, Lisbon, and Palma de Mallorca.
THE RESULT
Following implementation in 5 main offices, it can be said that Qmatic’s Solo solution is effective, given that by gathering information about the customer’s journey, it allows you to have a clear perspective on the extent to which your organization satisfies both customers’ needs and that of its employees, and allows you to take action if necessary. Also, the reduction in customer wait times is real.
Now, from the moment someone makes an appointment, the necessary resources are available to control each factor and be able to offer an unrivaled customer experience at all times.
Thanks to Qmatic’s Solo solution, now Avis is capable of managing customer wait times in a simple manner, and of interacting personally with them, thereby improving their experience
Javier Medina, Sales and Marketing Manager at Qmatic Spain
SOLUTION OVERVIEW
AVIS
Avis is a prestigious, multi-award-winning brand that boasts a long history of innovation in the world of car rental, and it is one of the world’s leading brands in customer loyalty, with the clear commitment to provide exceptional service and ensure its customers are comfortable. It currently has some 5,450 offices in 165 countries.
Area: Automotive-Retail
Region: Spain and Portugal
The challenges
- Have a simple, complete and integrated turn management system
- Install a system that allows turns to be displayed together with different kinds of content
The solution
- Qmatic Solo Solution
- Touch screen dispenser
- Turn pre-notification SMS module – Multimedia monitors
The benefits
- Allows for the control of customer traffic – Encourages staff efficiency
- Improves customer experience
- Provides very valuable information
- Easy to use and install
