Enterprise Rent-a-car is the biggest car rental company in Northern America. It has over 5500 local branches in Canada, the US, Ireland, Great Britain and Germany and regulates around 600.000 cars worldwide. It offers car rentals to its customers for time periods from one day up to three months. The Enterprise mainly concentrates on customers, who are mediated by insurance companies, repair shops or big car-dealerships, with whom it has a tie-up. Thus, for example, if a customer's Renault has electronic problems, the customer brings it to the Renault office where he bought the car. The office then calls Enterprise for a replacement vehicle for the duration of the repair time. If the repair is within the warranty time, the office pays the rental fee. But if the warranty is over, the customer has to bear the cost. The same procedure occurs with the independent repair-shops, which are located within the working range of each Enterprise branch.
[...] This will be internally managed by the insurance companies. Enterprise maintains business relationships with other companies from different business areas who need to hire cars. These companies are usually within the operating circle of each branch. The important feature here is that business customers are always getting a car equal to or higher than the medium-class car, although the payment is always same as for a medium- class car. This is only a service for business customers who need a replacement car for their business trips. [...]
[...] This step will help them make modification and solve problems which will help the company to improve better. It's costly in the short term but profitable in the long term which is very important. However, staff must be well trained because they are the mirror of the company, they have to convey a good image of the company and make the company flourish. Moreover, the company has to hire the right people at the right place and also they have to retain the best employees. [...]
[...] After the renting, the customer returns the car to the branch. An Enterprise assistant then drives the customer back to his office or back home, if the latter is within the 10 mile working circle of the branch. The same service works also for customers, who are mediated by an insurance company. The insurance company calls the Enterprise branch, conveys the customer's details and the time and location the customer needs the replacement car. The difference here is that the 10 mile radius is not valid. [...]
[...] Therefore, we can plan in advance and manage our car availabilities in order to have the requested car on the right date. Evidently, we have to specify to our customers that we can't always have the car available but that we will try our best to ensure that they get the car they requested. References Books Christopher Lovelock & Lauren Wright Principles of Service Marketing and Management. 2nd Ed. New Jersay.Prentice Hall. Ravi Kalakota & Marcia Robinson Services Blueprint: Roadmap for Execution. 1st Ed. Canada. Addison-Wesley Professional Leonard L. [...]
[...] Concerning the first two, the shop will call Enterprise once the customer brings his damaged car in. Then the Enterprise employee pulls out to pick-up the customer. The walk-in customers are either customers who called for a reservation or the spontaneous customers who just walked into the branch. The callers will be offered the pick-up service, so they can decide to take it or not. Of course the pick-up service is not applicable for spontaneous walk-in customers. But at the end of the rental they will be offered a “bring-home” service, so that the end of the rental will be a highlight for the customer. [...]
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