Avis Budget Group

Providing round the cloud customer service excellence with Bold360.

Executive Summary

Avis Budget Group has partnered with Bold360 to speed up its customer response times and boost its internal productivity today and in the future by:

  • Providing contact deflection capabilities to benefit customers and employees
  • Meeting customer satisfaction improvement goals across the business
  • Reducing operational cost while improving revenues
cars-banner-min-jpg
Challenge

In 2019, the Budapest Service Center received 1.7 million emails and phone calls from customers that were manually handled by staff. The majority of these queries were simple tasks like asking for copies of invoices, information about a station’s location or clarification on post rental fees such as traffic offences.

With a variety of enquiries coming through daily, 278 customer service agents were handling 60 per cent of customer enquiries through email and 80 agents were handling 40 per cent of customer enquiries through phone calls.

Faced with an increasingly challenging response rate and outstanding queries, the customer service team needed to quickly reduce call and email volumes regarding simple questions, so that they could focus on the more complex and time-consuming queries. Customer satisfaction needed to remain a priority 24/7.

Like many organisations, Avis Budget Group faced several new challenges following the impact of the global Coronavirus pandemic; with more customers turning to car rental as a safe and clean form of transportation, constantly changing guidelines and processes; increasing customer interactions on the Avis and Budget websites; and rising calls to its Budapest Service Center.

Providing round the cloud customer service excellence with Bold360.

"By introducing the Bold360 Service we are aiming to speed up customer wait times, reduce the number of calls coming through to our agents, and enable our agents to spend their time answering more complex and time-consuming customer queries."

Edoardo Peniche, Vice President, Budapest Service Center

Solution

Avis Budget Group previously worked with an in-house solution built on keywords, but this wasn’t able to scale to meet the needs of the growing customer base. Looking for a solution that matched current challenges, but also future-proofed the support function, Avis Budget Group opted for Bold360 to improve the overall customer experience. The natural language processing capabilities of Bold360 was the first implementation in English speaking support centers – there are plans to roll out four additional languages.

Bold360 is helping Avis Budget Group to reach its self-service goals by tracking frequently asked questions, providing thorough answers and differentiating between queries that need to be escalated to live engagements with subject matter experts and those that don’t.

The solution also adds an element of agility by tracking the voice of the customer. This enables the team to track what customers were asking in real-time – understanding how this is evolving and changing to external circumstances - and adapt frequently asked questions to meet those needs. With 30 per cent of enquiries coming into the business being self-serviceable, this ensures that the customer feels taken care of based on current needs while also receiving faster answers to their queries.

"By introducing the Bold360 Service we are aiming to speed up customer wait times, reduce the number of calls coming through to our agents, and enable our agents to spend their time answering more complex and time-consuming customer queries," said Edoardo Peniche, Vice President, Budapest Service Center. "We want the entire rental experience to be as smooth and seamless as possible, so we’ve identified the most frequently asked questions and made the answers readily available on our websites."

Bold360’s ability to help employees and internal support teams reclaim productive work hours to focus on more strategic initiatives and higher value work, directly matched Avis Budget Group’ objective of adopting technology to help move the business forward.

Additionally, customers looking for human-assisted support can still talk to an agent through a live chat, via email or phone, as the biggest causes of customer frustration were identified to tackle customer satisfaction and support.

Results

Bold360 allows Avis Budget Group to approach customer service from a larger perspective and is seen by the business as being absolutely necessary to its success, delivering real cost benefits to the business.

The Avis Budget Group team faced the challenge of providing support to customers around the clock as they were spread out across different time zones and in various languages. With the deployment of Bold360 in English across 10 different websites and in five regions in Europe including the UK, France, Germany, Spain and Italy, it has allowed the most trafficked part of the business to resolve questions faster and has improved efficiencies for the Avis Budget Group team.

With demand increasing, Avis Budget Group will roll out Bold360 in Italian, German, Spanish and French in August to ensure customers have the ability to access information in their native languages around the clock.

Descubra una forma más inteligente y personalizada de interactuar con sus clientes.