Case Study: Increasing revenue for ACE Rent A Car

Client Overview

Headquartered in Indianapolis, Ace Rent A Car operates in more than 350 locations worldwide, supplying 100,000 cars and serving 400,000 customers a year. Since 1966, ACE has committed to making car rental as independent as the travelers it serves.

The Challenge

ACE’s original call center operated during traditional work hours, 9 am to 5 pm. While the company receives approximately 30,000 calls a month, at least 30 percent are from international locations. The communications system ACE was previously using provided the company with virtually no analytics on the types of calls that were coming in and offered very little insight on the total amount of call traffic that came through after hours. Due to this, there was no data on the potential revenue the company was missing.

The Solution

Kerauno met with ACE to discuss its current communications system, contact center processes and business goals to better understand the needs of the company. While ACE was only looking to replace its phone system at the time, it was determined that Kerauno's full suite of communication and collaboration tools would offer additional solutions for the company’s business communications. Kerauno offered ACE enterprise features, including robust reporting and analytic tools, workflow forms, and extensive customer support.

The Results

Since the implementation of Kerauno in 2014, ACE’s revenue has increased by 300 percent and has been transformative throughout the entire company. Through Kerauno’s in-depth reporting feature, ACE began to capture data they’ve never had access to before and discovered they were missing roughly 40-50 percent of their customers’ calls on any given day. ACE used this data to institute a contact center policy of answering all calls within 90 seconds and is currently answering 90 percent within that time frame, not only increasing the efficiency of its contact center but also its level of customer service.

The Future

Call flow is very important to the car rental industry. Moving forward, Kerauno will continue to provide ACE with a better understanding of how customers are navigating ACE’s phone tree and which options callers are selecting. This will allow ACE to strategize how to continue improving its customer service experience. Contact center manager, Jason Walsh, expressed his excitement with the new workflow form feature indicating that the data provided will be pivotal to converting the 70 percent of non-revenue generating calls ACE receives.

---

Contact Kerauno for a free demo to learn how you can optimize your business processes, enhance customer and employee engagement, and drive revenue to the bottom line.

Click for a free demo of Kerauno

About Kerauno:

Kerauno is a global Communications Workflow as a Service (CWaaS) platform that powerfully connects people, process, software and systems. Through the infusion of key modes of communication including voice, SMS text, chat, email, and social media, Kerauno can amplify existing business software to provide strategic insights and actionable analytics across all forms of communication which affect every industry and vertical. Headquartered in Indianapolis, Kerauno has created a global customer base that relies on its mobile-centric communications workflow platform to optimize business processes, enhance customer, and employee engagements, and drive revenue to the bottom line.