GoOpen 2010: Tom Orvei

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GoOpen 2010: Tom Orvei

  1. 1. SugarCRM in Avis Car Rental Tom Orvei – CRM ansvarlig Avis Skandinavia Go Open, Oslo 19/04/2010
  2. 2. Contents • Avis Car Rental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis -2-
  3. 3. Loyal customers choosing Avis everywhere
  4. 4. Contents • Avis Car Rental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis -5-
  5. 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)
  6. 6. 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)
  7. 7. 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
  8. 8. 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
  9. 9. Avis tools in SugarCRM ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
  10. 10. 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
  11. 11. 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 -
  12. 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 -
  13. 13. Contents • Avis Car Rental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis - 14 -
  14. 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
  15. 15. E-mail Marketing SMS Marketing What is our goal? ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Future Customer Lifecycle Historic Customer Lifecycle
  16. 16. 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
  17. 17. 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
  18. 18. 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
  19. 19. 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
  20. 20. 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 -
  21. 21. Loyal customers choosing Avis everywhere
  22. 22. Thank you for listening! to@avis.no

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