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GoOpen 2010: Tom Orvei
This document discusses Avis Car Rental's implementation of SugarCRM. It describes how SugarCRM provides Avis with a 360-degree view of customers by automatically populating customer information across modules. It also explains how Avis utilizes SugarCRM tools to strengthen its customer lifecycle, including modules for marketing, sales, rentals, loyalty programs, and customer service. Finally, it provides examples of how Avis uses SugarCRM for email marketing, SMS marketing, and enhanced internal communication.
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GoOpen 2010: Tom Orvei
- 1. SugarCRM in Avis CarRental Tom Orvei – CRM ansvarlig Avis Skandinavia Go Open, Oslo 19/04/2010
- 2. Contents • Avis CarRental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis -2-
- 4. Loyal customers choosingAvis everywhere
- 5. Contents • Avis CarRental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis -5-
- 6. 360º customer view “..asingle 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)
- 7. From Value Chainto 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)
- 8. From Value Chainto Customer Lifecycle MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
- 9. Avis tools inSugarCRM MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
- 10. Avis tools inSugarCRM ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
- 11. Avis tools inSugarCRM 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
- 12. 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 -
- 13. 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 -
- 14. Contents • Avis CarRental – a short presentation • The SugarCRM Pro implementation in Avis • Exploiting SugarCRM in Avis - 14 -
- 15. 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
- 16. E-mail Marketing SMSMarketing What is our goal? ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Future Customer Lifecycle Historic Customer Lifecycle
- 17. E-mail Marketing SMSMarketing E-mail Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Avis Preferred Post Rental Email Confirmation Loyalty program Email Upsell / Cross Sell Offers
- 18. E-mail Marketing SMSMarketing 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
- 19. E-mail Marketing SMSMarketing SMS Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Post Rental SMS Confirmation Pick up SMS Reminder / Cross Upsell Sell Offers
- 20. E-mail Marketing SMSMarketing 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
- 21. 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 -
- 22. Loyal customers choosingAvis everywhere
- 23. Thank you forlistening! to@avis.no