FOX RENT A CAR: Grasping new opportunities through an online chat
Company Size
200-1,000
Region
- America
Country
- United States
Product
- LiveChat
Tech Stack
- LiveChat
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Brand Awareness
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Automotive
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
Fox Rent A Car is a car rental company based in Los Angeles, California. The company was founded in 1989 and has since experienced considerable growth and expansion across the United States. They offer car rental services in 17 major US airports. The company is constantly looking for ways to improve and simplify the car rental process for their customers. They recently identified live chat as a potential solution for the car reservation process and implemented it as part of their business strategy.
The Challenge
Fox Rent A Car, a growing car rental company based in Los Angeles, was looking for ways to simplify the car rental process and improve customer access to their services. They identified live chat as a potential solution for the car reservation process. The goal was to enhance the customer experience on their website by making assistance readily available. They also hoped that by providing a readily available chat option on their site, they would open a new channel of communication and generate new leads.
The Solution
Fox Rent A Car implemented a live chat solution in February 2012. Initially, the live chat was manned by 5 agents, but this number later increased to over 10 consecutive agents. Currently, 36 reservation agents man the stations, with nearly all of them having access to live chat throughout the day. This offers a different type of communication to the traditional methods of phone and email. To handle the high volume of customers, operators use tools that allow for multiple clients to be helped at the same time. The 'Message sneak peek' feature allows operators to see what the client is typing in so that they can start formulating their answer. Fox Rent A Car agents also use a canned response system, which allows operators answering common questions to pull up stored responses for time efficiency and accurate answers.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Integral Plant Maintenance
Mercedes-Benz and his partner GAZ chose Siemens to be its maintenance partner at a new engine plant in Yaroslavl, Russia. The new plant offers a capacity to manufacture diesel engines for the Russian market, for locally produced Sprinter Classic. In addition to engines for the local market, the Yaroslavl plant will also produce spare parts. Mercedes-Benz Russia and his partner needed a service partner in order to ensure the operation of these lines in a maintenance partnership arrangement. The challenges included coordinating the entire maintenance management operation, in particular inspections, corrective and predictive maintenance activities, and the optimizing spare parts management. Siemens developed a customized maintenance solution that includes all electronic and mechanical maintenance activities (Integral Plant Maintenance).
Case Study
Monitoring of Pressure Pumps in Automotive Industry
A large German/American producer of auto parts uses high-pressure pumps to deburr machined parts as a part of its production and quality check process. They decided to monitor these pumps to make sure they work properly and that they can see any indications leading to a potential failure before it affects their process.
