GoOpen 2010: Tom Orvei

SugarCRM in Avis Car Rental Tom Orvei – CRM ansvarlig Avis Skandinavia Go Open, Oslo 19/04/2010

Contents • Avis Car Rental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis -2-

Loyal customers choosing Avis everywhere

Contents • Avis Car Rental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis -5-

360º customer view “..a single view of the customer” RESERVATIONS CAR PICK-UP MARKETING & SALES 360º DURING RENTAL Avis DUNNING Value (DEPT OUTSTANDING) Chain RETURN CAR INVOICING CASES (CUSTOMER SERVICE & DAMAGE)

From Value Chain to Customer Lifecycle MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES RESERVATIONS CAR PICK-UP MARKETING & SALES DURING RENTAL DUNNING (DEPT OUTSTANDING) RETURN CAR INVOICING CASES (CUSTOMER SERVICE & DAMAGE)

From Value Chain to Customer Lifecycle MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE

Avis tools in SugarCRM MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE

Avis tools in SugarCRM ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE

Avis tools in SugarCRM ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE MARKETING SALES Lead Opportunity E-mail Marketing SMS Marketing Management Management Web-to-Lead Customer Account Contact Forms Surveys Management Management TAILORED MODULES RENTAL AVIS CARDS CASES REPORTS COLLABORATION Activity Outlook Plug-in Knowledge Base Reporting Management

360º customer view RESERVATIONS Key Points CAR PICK-UP MARKETING & SALES DURING 360º Avis RENTAL • Share one complete DUNNING (DEPT OUTSTANDING) Value Chain customer picture across RETURN CAR departments in Avis INVOICING • Auto population of CASES (CUSTOMER SERVICE & DAMAGE) customer info into Sugar modules - 12 -

360º customer view ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE MARKETING Key Points SALES Lead Opportunity E-mail Marketing MS Marketing SMS S Management Management Web-to-Lead Customer Account Contact Forms Surveys Management Management • Share one complete RENTAL TAILORED MODULES AVIS CARDS CASES REPORTS customer picture across departments in Avis COLLABORATION Activity Outlook Plug-in Management Knowledge Base Reporting • Auto population of customer info into Sugar modules • Utilizing tools in Sugar to strengthen the Customer Life Cycle with Avis - 13 -

Contents • Avis Car Rental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis - 14 -

Enhanced communication ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE MARKETING SALES Lead Opportunity E-mail Marketing SMS Marketing Management Management Web-to-Lead Customer Account Contact Forms Surveys Management Management TAILORED MODULES RENTAL AVIS CARDS CASES REPORTS COLLABORATION Activity Outlook Plug-in Knowledge Base Reporting Management

E-mail Marketing SMS Marketing What is our goal? ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Future Customer Lifecycle Historic Customer Lifecycle

E-mail Marketing SMS Marketing E-mail Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Avis Preferred Post Rental Email Confirmation Loyalty program Email Upsell / Cross Sell Offers

E-mail Marketing SMS Marketing Demo E-mail Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Avis Preferred Post Rental Email Confirmation Loyalty program Email Upsell / Cross Sell Offers • Newsletter sent to Tom Orvei • Newsletter template made in Sugar • Newsletter is sent out and results tracks back to the Contact profile in Sugar

E-mail Marketing SMS Marketing SMS Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Post Rental SMS Confirmation Pick up SMS Reminder / Cross Upsell Sell Offers

E-mail Marketing SMS Marketing Demo SMS Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Post Rental SMS Confirmation Pick up SMS Reminder / Cross Upsell Sell Offers • SMS sent after a rental is finished, promoting Avis Preferred • Receiver, Tom Orvei, responds to the SMS • Everything is save onto Toms Contact profile in Sugar

Summary Loyal customers • CRM for Avis is a choosing Strategic tool to improve Avis Customer Lifecycle everywhere • We are currently busy exploiting tools in SugarCRM to reach our CRM goals - 21 -

Loyal customers choosing Avis everywhere

Thank you for listening! to@avis.no

GoOpen 2010: Tom Orvei

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