In the “sharing economy,” this car sharing company is rapidly emerging as the leader in the marketplace. You can think of it as Airbnb for cars. Starting from a single location at the Denver airport, they have now opened fifteen airport locations. Expansion is expected to double next year.
This client gives car owners the opportunity to earn cash through sharing. Borrowers get a markedly lower cost, a personally cared-for vehicle, and free damage insurance. A win-win for all. Conceptually it’s a simple idea, connecting car lenders and renters, but the operational logistics can prove more formidable and complex than traditional car rental companies.
As with any nascent industry, customer questions and concerns were more numerous than established businesses. This was a startup in need of comprehensive customer support built from scratch. Everything from general information to reservation systems, renter verification, employee and agent training, conflict resolution, fraud alerts and more needed to be designed, built, tested and optimized.
Maintaining consistency proved to be a monumental challenge. As different locations opened, it was essential that disparities in service, availability and vehicle inventory were minimized. Inconsistency breeds frustration. Irritated customers vent. And the last thing an emerging brand needs is social media sabotage.