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CUSTOMER’S JOURNEY
CONTROLLING THE CAR RENTAL EXPERIENCE FROM AVIS NOW APP
I need a Car
at a late
hour after a
long flight
I receive
promotions
and offers as a
member
I find the key in the
car and check their
mileage, fuel and
rental agreement on
the app
I select my
car and
extras
BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP
I plan my
trip on the
Avis app
I need to
create a
free Avis
Preferred
account
I receive
personalized
notifications
on-the-go
If I have any
trouble, I can
receive Roadside
Assistance for
immediate help.
I store the
receipt in-app
and I can view
past rentals any
time
I return my car to
the parking, let the
key inside and I lock
it with my app
I can consult,
modify or extend
my booking
already on my
way
When I finally
choose, I can
unlock my car with
my phone
PICK UP RE-USE
I get a email
confirmation
of my
booking
Arriving at the
parking, I can
flash the lights to
find the car
I can
exchange or
upgrade my
car in real-
time
CUSTOMER’S JOURNEY
MOBILE IS THE KEY FOR THE RENTAL CAR WITH GOLDCAR
CLICK’N’GO
I need a Car
after a flight
and I found
Goldcar
service
I earn points thanks
to Goldcar club
loyalty program
Do I sign a rental
agreement ?
What about the
state of the car ?
I get a email
confirmation with
the link to
download the
Click'n Go
application (#2)
I select my car
and extras and
fill a register
form
I plan my
trip on the
Goldcar
app (#1)
I receive a
notification of
the location of
my car
If I have any
trouble, I can
call road
assistance
24/7
I can ask for an
invoice in the app#1
I return my car
to the parking
and I lock it with
my virtual key
I can report a
damage thanks
to the guide
available on
the app #1
Following the
directions of
the app #1, I
found my car
and I open it
During the 12
hours prior to
the collection,
I receive my
virtual key in
the app #2
BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP PICK UP RE-USE
CUSTOMER’S JOURNEY
DOING URBAN MOBILITY WITH DRIVE NOW BY SIXT, BMW AND MINI
I need a car-
sharing app
in UK, I found
Drive Now
I receive offers
as a member
I get an email
confirmation
of my
reservation
I find and reserve
the nearest car
and plan my trip
I download
the app,
register and
activate my
account
I receive a
notification of
the location of
my car
If I have any
trouble, I can
contact customer
service
I receive an
automatic invoice
I drop my car
anytime in any
public parking
I unlock the car and
can report damage
within the app
Following the
directions, I can
find my car
I follow the
GPS through
the app to go
to the car
BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP PICK UP RE-USE
CUSTOMER’S JOURNEY
RENT A CAR NEXT DOOR WITH DRIVY
I search for
peer to peer
car rental
I need another
car and take it
again
I open the car
thanks to
Drivy Open
I select my options
(electric car, baby
seat, GPS…)
I select location,
date, and mileage
included
I download
Drivy app
I send requests
to 3 vehicle
owners to
maximize
chances
I use it and
return it
without gaz
I sign digitally and
rate my rental
experience, and
receive my invoice
I adjust the price
with the car
owner to fulfill
the vehicle for
me
I sign in through
social media or
email
I explain to the
owner why I
need the car by
writing a short
message
I receive an
email to confirm
my request and
approval from
the car owner
and pay trough
the app
I go to the car and
take pictures for
damage report
BOOKAWARE RETURN & INVOICEUSE
PREPARE MY
TRIP
PICK UP RE-USE
CUSTOMER’S JOURNEY
AS EASY AS BOOKING AN UBER WITH VIRTUO’S APP
I search for
car rental
service
I return and
close the car
with the app
I receive
my virtual
key to
download
on the app
I select pick-up
time and
location with
geolocation
I create an
account with ID,
driver license,
selfie check
I download
Virtuo app
at the train
station
I select vehicle
type between
Classe A / GLA
I go to the
car thanks
to Virtuo
directions
I drive to my
meeting
I validate
the damage
report on
the app
I unlock the car
with virtual key
on the app
I pay through
the app and
get an email
confirmation
I choose the
mileage up to 500
km per day and
extras (additional
driver, insurances)
I receive an
automatic
invoice
I am becoming
loyal and re-
use the app
BOOKAWARE RETURN & INVOICEUSE
PREPARE
MY TRIP
PICK UP RE-USE
CUSTOMER’S JOURNEY
RENT A CAR RIGHT TO YOU WITH CARLILI
I search for
car rental
service at
home,
found Carlili
I rent another
car
I check the car
with the deliver
guy and sign
digitally
I sign up with
email and
pay through
the app
I select
mileage up to
4550km and
extra seats
I select
vehicle type,
date and
location
I upload my
passport and
driver license
I receive a contract
confirmation by
email
I receive a contract
confirmation by
email
The delivery guy
check the car
with me and I
sign digitally the
contract
I drive the car
for the
weekend
I receive an
SMS 30 min
before car
delivery as a
confirmation
I receive
an email
to confirm
my rental
BOOKAWARE RETURN & INVOICEUSE
PREPARE
MY TRIP
PICK UP RE-USE

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Benchmark car rental experiences

  • 1. CUSTOMER’S JOURNEY CONTROLLING THE CAR RENTAL EXPERIENCE FROM AVIS NOW APP I need a Car at a late hour after a long flight I receive promotions and offers as a member I find the key in the car and check their mileage, fuel and rental agreement on the app I select my car and extras BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP I plan my trip on the Avis app I need to create a free Avis Preferred account I receive personalized notifications on-the-go If I have any trouble, I can receive Roadside Assistance for immediate help. I store the receipt in-app and I can view past rentals any time I return my car to the parking, let the key inside and I lock it with my app I can consult, modify or extend my booking already on my way When I finally choose, I can unlock my car with my phone PICK UP RE-USE I get a email confirmation of my booking Arriving at the parking, I can flash the lights to find the car I can exchange or upgrade my car in real- time
  • 2. CUSTOMER’S JOURNEY MOBILE IS THE KEY FOR THE RENTAL CAR WITH GOLDCAR CLICK’N’GO I need a Car after a flight and I found Goldcar service I earn points thanks to Goldcar club loyalty program Do I sign a rental agreement ? What about the state of the car ? I get a email confirmation with the link to download the Click'n Go application (#2) I select my car and extras and fill a register form I plan my trip on the Goldcar app (#1) I receive a notification of the location of my car If I have any trouble, I can call road assistance 24/7 I can ask for an invoice in the app#1 I return my car to the parking and I lock it with my virtual key I can report a damage thanks to the guide available on the app #1 Following the directions of the app #1, I found my car and I open it During the 12 hours prior to the collection, I receive my virtual key in the app #2 BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP PICK UP RE-USE
  • 3. CUSTOMER’S JOURNEY DOING URBAN MOBILITY WITH DRIVE NOW BY SIXT, BMW AND MINI I need a car- sharing app in UK, I found Drive Now I receive offers as a member I get an email confirmation of my reservation I find and reserve the nearest car and plan my trip I download the app, register and activate my account I receive a notification of the location of my car If I have any trouble, I can contact customer service I receive an automatic invoice I drop my car anytime in any public parking I unlock the car and can report damage within the app Following the directions, I can find my car I follow the GPS through the app to go to the car BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP PICK UP RE-USE
  • 4. CUSTOMER’S JOURNEY RENT A CAR NEXT DOOR WITH DRIVY I search for peer to peer car rental I need another car and take it again I open the car thanks to Drivy Open I select my options (electric car, baby seat, GPS…) I select location, date, and mileage included I download Drivy app I send requests to 3 vehicle owners to maximize chances I use it and return it without gaz I sign digitally and rate my rental experience, and receive my invoice I adjust the price with the car owner to fulfill the vehicle for me I sign in through social media or email I explain to the owner why I need the car by writing a short message I receive an email to confirm my request and approval from the car owner and pay trough the app I go to the car and take pictures for damage report BOOKAWARE RETURN & INVOICEUSE PREPARE MY TRIP PICK UP RE-USE
  • 5. CUSTOMER’S JOURNEY AS EASY AS BOOKING AN UBER WITH VIRTUO’S APP I search for car rental service I return and close the car with the app I receive my virtual key to download on the app I select pick-up time and location with geolocation I create an account with ID, driver license, selfie check I download Virtuo app at the train station I select vehicle type between Classe A / GLA I go to the car thanks to Virtuo directions I drive to my meeting I validate the damage report on the app I unlock the car with virtual key on the app I pay through the app and get an email confirmation I choose the mileage up to 500 km per day and extras (additional driver, insurances) I receive an automatic invoice I am becoming loyal and re- use the app BOOKAWARE RETURN & INVOICEUSE PREPARE MY TRIP PICK UP RE-USE
  • 6. CUSTOMER’S JOURNEY RENT A CAR RIGHT TO YOU WITH CARLILI I search for car rental service at home, found Carlili I rent another car I check the car with the deliver guy and sign digitally I sign up with email and pay through the app I select mileage up to 4550km and extra seats I select vehicle type, date and location I upload my passport and driver license I receive a contract confirmation by email I receive a contract confirmation by email The delivery guy check the car with me and I sign digitally the contract I drive the car for the weekend I receive an SMS 30 min before car delivery as a confirmation I receive an email to confirm my rental BOOKAWARE RETURN & INVOICEUSE PREPARE MY TRIP PICK UP RE-USE