To ensure the continued safety and wellbeing of employees and customers during these challenging times, our rental operations have been limited to essential offices or locations with minimal staffing. In order to continue providing critical transportation options through this smaller footprint, the business assembled experts from a variety of departments to update our internal infrastructure.
How it Works
Customers book as they normally would through the existing reservation channels like the website and Call Center. They search for a location and book their vehicle but if the location is closed, the reservation is rerouted to an open location which fulfills the rental. The customer will receive a confirmation message indicating the branch that will support them or a number for them to contact.
Assembling the All-Star Team
In one week, dozens of employees came together – from the field, IT, Product, Marketing, Contact Center and other areas – to work around the clock and implement this critical tool.
“For this cross-discipline team to turn this around in such short order is truly remarkable and a testament to the incredible teamwork we’re seeing in the midst of the COVID-19 pandemic,” says Karam Juneja, Vice President of European Business Development.
Finding a solution to serve every customer’s reservation, all while operating our business on a smaller footprint has been invaluable.
“Keeping our essential transportation footprint available during this critical time has had a large impact on many customers and other organizations managing through this crisis,” says Peter Dulac, Vice President and General Manager of the Boston Operating Group.
Thanks to the hard work of all involved, a new process has been established that will be available well beyond the COVID-19 crisis.
Today – and every day – the safety and wellbeing of employees, customers and the communities we serve is our top priority. For the latest on our COVID-19 response, please click here.
Strengthening our communities: Picking up the pieces
What would you do if you heard that a tornado with 165-mile per hour winds leveled more than 30 homes in a neighboring community? Assistant Branch Managers Kyle S. and Patrick D. didn’t think twice — they gathered supplies and stepped up to lend a hand.