Discount Car & Truck Rentals
- Low customer satisfaction rating due to legacy service management processes at branch locations
- Reservation website issues; low in clarity, accessibility and usability
- Lagging behind competitors' service innovations
- Stressed service staff; high turnover rate
How can we help Discount increase sales and customer satisfaction during the reservation and pick-up process?
- Explorative research to understand the current customer and staff experience
- Co-creation workshops unifying stakeholders to prioritize problem areas and pilot new solutions
- Website redesign resulting in increased online reservation traffic by average 12% per month
- Based on our solutions methodology data, collaboratively launched a new service feature at a pilot branch within 6 months.
- Substantial improvement in user experience and brand perception. “This is one of the best experiences for car rentals that I’ve come across. I would highly recommend Discount!’ – Customer: Jennifer Mississauga, Ontario
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