1. Internship
Presentation
Presented by:
David Suominen
Jayme Medvid
Tony Stawiarski
Matt Wisniewski
Steve Zubrzycki

2. *
Agenda: Customer Service
• About Enterprise Commercial Truck
• Pre-Check In Process
• Rental Procedures
• Post-Rental Process
• Q&A

3. *
About Truck: The Total Transportation Solution

4. *
About Truck: Growing Towards the Future
Fleet Size:
Profit/Unit:
Locations:
2014
23,000
$450/Truck
162
2018
50,000
$450/Truck
220+

5. *
About Truck: Locations

6. *
About Truck: Our Niche
Medium-duty trucks Light-duty trucks

7. *
About Truck: Commercial Truck Market
Medium-duty Market
1.5 Million
Light-duty Market
7.4 Million

8. *
About Truck: Example Industries
Telecom
Construction
Delivery
Oil &
Gas/Pipeline

9. *
About Truck: Our Value Proposition
We drive productivity by
providing a cost effective,
convenient alternative to owning
or leasing a fleet

10. Website Efficiency Will Improve Satisfaction
60% of consumers say they
are going online more often
to find products and services
Clear
Communication
• Eliminate
misdirection
• Consistency and
reliability
Happier
Customers
• Fewer confusion
• Less hassles
Higher ESQI
• Completely
satisfied
customers

11. Areas for Improvement
Usability
Coverage
Additional
Products
Accuracy
Reliability
Enterprise
Website
45%
Internet users who expect to
complete their transaction
within 5 minutes
0%
71%
Consumers who will abandon
online transaction if questions
aren’t answered quickly
Enterprise truck customers
who are offered coverage
online

12. First Impression Should Be Simple
Focus on
dates/locations
Focus on
trucks
No
focus

13. Locations Should Be Accurate and Relevant
Offer all
locations –
even ones
without your
truck
Provide locations with your
truck, or offer alternatives

14. Vehicle Selection Should Include Relevant Info
• Focus on make and
model
• Separate details
button
• Focus on functions
• Additional Info
• Focus on functions

15. Preset Coverage to Maximize Profitability

16. Offer Extra Products for Additional Revenue
Enterprise does not
maximize
opportunities to sell
additional products
online
Competitors offer
products and
service online even
beyond those

17. Quote Total
Mileage
included
in quote
Mileage
is an
asterisk

18. Website Malfunctioning
Often times the
customer cannot
complete the
reservation. They are
just given a company
number.

19. Solutions
Usability
• Only provide
locations with
desired vehicle
• Simpler first screen
• Fewer clicks to
access truck details
Reliability
• Customer should
always be able to
complete a
reservation
• Match rates closer
to branch rates
Products
• Offer coverage as
part of the
reservation process
• Offer additional
products such as
moving pads and
dollies

20. *
Customer Service: Prior to Check-in
Plan for the Day
• New Accounts
• Vehicle Availability
• Delivery/Pick-up Schedule
• Points of Emphasis
Morning Huddle

21. *
Customer Service: During Check-in
One Useful Fact
• Where are they going?
• What are they transporting?
• Mini Fact-Find
Interesting Fact Card
Implementation
• Trial-run stage
• Weekly reward for best
Interesting Fact Card

22. *
Customer Service: Porter Communication
Informing Porters
• Daily reservation summaries
Quicker Communication
• Walkie Talkies

23. *
Customer Service: Enterprise Plus
Convenient For Us And Customers
• Emails receipt to customers
• Saves us time
• Easy to sign up

24. *
Customer Service: Enterprise Plus
Things To Add
• Incentivising customers to sign up
• Emailing customers reservation number
• Reminder of Reservation

25. *
Diesel Truck Guide
Questions?

26. *
Local Diesel Station Map
• Fewer locations than
gasoline
• Customers don’t like
refueling fee
• Trucks more likely to be
fueled up

27. *
• Free to download
• Conveniently find closest fuel and
maintenance locations
• Compare local pump prices
• Open up conversation for signing
up customers with WEX
WEX CONNECT APP

28. *
Dashboard Lights and Gauges
• Large box trucks are
intimidating
• Retail customers don’t
know what lights mean
• Stress free rental

29. *
Regeneration Steps
● Penske has a very similar
walkthrough
● Process is simple enough for the
average renter
● Decrease spending on
unnecessary roadside assistance

30. *
Customer Service: Post Rental Process
• Corporate Accounts
– Consumer database entries
– Potential future needs
• Retail Accounts
– Solidify customer service
experience
• Skokie
Document What You
Have Learned

31. *
Customer Appreciation
Customer Appreciation Day
• Invite all customers to branch for
appreciation day
• Competitors like Penske already
do this

32. *
Customer Appreciation Corporate Customer
Customer Visits
- Gift Cards
- Gift Certificates
- Account Visit -- Bring Coffee &
Donuts
When to Do It
- Anniversary of rental
- Holidays
- Birthdays
- Not up to par experiences

33. *
Customer Service: Summary
Pre-Check In Process
–Website
–Morning Huddle
Rental Procedures
• Interesting Fact Card
• Walkie-Talkie
• Enterprise Plus
• Diesel Truck Guide
Post-Rental Process
• Document What You
Learn
• Customer Appreciation
Day!

34. GO Big.
GO Truck.
Questions?