Hertz is the first car rental company to realize the strategic importance of keeping customer background database. The database stores each customer's name, car grade preference, credit card number, address, company information and historical lease records. Hertz provides car rental services all over the world. In the past, customer information was scattered in databases in different regions, so it was difficult for companies to obtain complete customer information. Now, by using a dedicated global customer database, it collects customer information from all over the world to ensure a unified and stable service system for customers.
Hertz company monitors the arrival and delay of the plane to ensure that the car is ready before the customer arrives. When the customer gets off the plane, he can see the company's electronic signal and guide the customer to the parking place. The car rented by the customer is parked in the pre-selected parking space, the compartment is opened, and the name of the customer is displayed in the rented position. When the customer enters, he can go to a temporary designated # 1 Culb gold plan counter, without any signature, just show their driver's license to the company representative, and take away their car keys and rental records, and then
Hertz believes that simply providing customers with maps can't help them reach their final destination. The company installed the Global Positioning System (GPS) in the rented car. The GPS system inputs detailed maps of the United States and some parts of the world. Hertz cooperated with Magellan Systems, a GPS manufacturer in California, to improve Rockwell's GPS. Characterized in that the car is provided with a display screen map which is easy to read; Use large and clear arrows to indicate when and where customers turn; When the driver misses the exit or takes a wrong turn, he can quickly give a new route.
At the same time, the GPS system can also query the exact address of the nearest hotel, fast food restaurant, gas station, hospital, etc.-where customers need it. Optimize and improve GPS system through map update, auxiliary information and real-time traffic route.
Hertz has also made some innovations in the car recycling process. In 1997, the company launched a timely recovery plan. When the customer returns the car, the company agent greets the customer by the car, inputs the mileage and fuel information, goes through the formalities of picking up the car, and prints the receipt to the customer with a portable printer. At the same time, many hertz recovery centers have been established. There are tents in the parking lot of the recycling center, which can shelter customers from the wind and rain when they get off the bus, get their luggage back from the car and get on the bus. The company plans to build 40 recycling centers before the end of 1999. Today, the timely recovery plan has been used in more than 1 10 in the United States and Canada, and also in Australia and seven European countries.
Hertz has established an automated sales website to meet the inquiry and booking needs of customers and travel agencies. This website provides customer service and transaction processing functions. Customers can enter the date and place to book a car, choose the car they are interested in, and know whether the reservation is confirmed.
The company's website also provides an online booking system for travel agencies. For example, travel agencies can not only book vehicles, but also get the company discount information of customers and the photos of different vehicles they provide, which the standard CRS system cannot do. In this way, customers can not only get information and reserve vehicles online, but also get their reserved vehicles through travel agencies.