Toronto, Ontario — November 15, 2013 — When it comes to saving time and money on routine transactions, there is no denying the benefits of technology. However, as customer satisfaction research firm J.D. Power has reported, providing exceptional customer service is an important element in driving the perception of being treated fairly, particularly after an auto accident. Now, an enhanced version of Enterprise Rent-A-Carâ€™s Priority Pass program lets replacement rental customers enjoy the benefits of technology while experiencing a new level of personalized service.
Enterprise, the largest car rental brand in North America, developed Priority Pass because it wanted to simplify and expedite the process of arranging for a replacement rental car after a collision, a process that can be daunting and time-consuming for an inexperienced renter. As first launched, Priority Pass allowed an insurance company or body shop to send Enterprise an authorization for a replacement rental using Enterpriseâ€™s Automated Rental Management System (ARMS). Enterprise would then contact the customer to complete the rental authorization and schedule a time to pick up the customer at the body shop and drive him to the rental branch to complete the reservation process and be on his way.
Introduced more than two years ago, the Priority Pass program led immediately to improved customer satisfaction scores and continues to do so, not only for Enterprise but also for its insurance and body shop partners. Now the enhanced Priority Pass, which also is mobile enabled, further expedites the rental transaction by adding a self-service option so customers can complete the reservation process online. Enterprise sends the customer an email with a link that enables him to pre-register for Priority Pass so that he can get into his rental car and drive away almost immediately upon arriving at the branch. Rather than spending time on paperwork, the Enterprise representative now can focus on familiarizing the customer with his rental vehicle and answering his questions.
Bruce Clifton, vice president-insurance replacement with Enterprise, believes the new self-service option offers customers a nearly perfect combination of faster transaction time and VIP treatment from Enterprise employees, who are known for providing the best service in the car rental industry.
â€œPriority Pass allows insurance renters to get the best of both worlds â€“ people power and technology,â€ Clifton says. â€œCustomers enjoy spending productive time with our people, and with self-service Priority Pass we have all but eliminated the unproductive time.
Adding value for insurance partners
For Enterprise insurance partners such as The Co-operators, self-service Priority Pass is an opportunity to provide a higher level of service and further enhance their relationships with their customers. â€œWe understand that it can be an inconvenience for clients to deal with a claim, so it is our job to remove any obstacles for them and make the process as easy as possible,â€ said Gerry Martineau, national auto claims director for The Co-operators. â€œBy using Enterprise and Priority Pass, we can get clients through the process and to a vehicle faster than ever. Rather than spending their time filling out paperwork, clients can quickly and seamlessly get on with their busy lives.â€
Clifton adds that Enterprise is always looking for ways to improve the rental experience for customers. For example, the companyâ€™s evolving mobility platform will soon include automatic email or text reminders to confirm customer appointments. In addition, Clifton expects the same technology currently used by Enterpriseâ€™s car sharing business will soon allow the company to offer replacement renters access to vehicles after normal branch hours.
â€œOur ultimate goal is to provide our customers the vehicle they need, when and how they need it,â€ Clifton said. â€œWe believe our evolving mobility platform positions us perfectly to better serve our insurance partners and their customers by offering the right technology at the right time.â€