Case Study: Car Rental Company Improves Customer Care

CarTrawler has chosen a Genesys cloud solution to better manage their customer experience.

The car rental booking firm, which connects airlines, hotel groups and online travel sites in 174 countries worldwide, has chosen the Genesys Customer Experience Platform.

The solution will provide the company’s new centre with the flexibility, visibility and security required for its customer service team to deliver their customers the best possible customer care.

The solution

CarTrawler will implement the Business Edition of the Customer Experience Platform in a cloud deployment.

The solution will allow the car rental booking firm to scale up to meet customer demand – improving the customer experience, especially during the busy holiday travel period.

The benefits

The solution also provides real-time data to monitor customer care trends, which enables agents to proactively solve potential problems across multiple touch points – even before an interaction takes place.

It also provides the peace of mind that data won’t be lost during unanticipated disruptions, such as blackouts or loss of power.

With Genesys Cloud, all customer data can be accessed off site, so beyond the cloud business benefits, agents can work outside the physical contact centre, meaning that the company can consider utilising remote agents in the future.

“We now have the flexibility to scale staff numbers during busy periods, and the data the platform provides to inform account managers is first rate,” said Alex Boothroyd, Chief Operations Officer at CarTrawler. “The Genesys platform allows us to monitor multiple customer care touch points, which enables us to optimise our customer service across the contact centre. Overall, the Genesys Business Edition is helping CarTrawler push the envelope of customer service.”

“Working with CarTrawler to design its contact centre solution has been a great journey and it was very clear to see the company’s commitment to delivering only the best experience for their customers and employee engagement,” said Cherie Landman, Account Director at Genesys. “CarTrawler is a great example of how the feature-rich Genesys solutions help businesses better service their customers cost-effectively, building trust and loyalty with their most important asset.”

For more information about Genesys, visit their website.