The Hertz Corporation: An NCR Case Study

The customer

The Hertz Corporation, a subsidiary of Hertz Global Holdings, Inc. (NYSE: HTZ), is the world’s largest general use car rental brand, operating from approximately 8,100 locations in 144 countries worldwide. Hertz’s mission is to also be the most customer-focused and cost efficient car-rental company in every market it serves by delivering a more expedient and hassle-free car rental experience. While Hertz has implemented a number of programs to recognize and reward its most frequent customers, the car rental giant was looking for ways to extend greater speed, quality and consistency of service to its entire customer base.

The challenge

With the proliferation of self-service convenience in other areas of the travel industry, including airline and hotel check-in, Hertz recognized an opportunity to further address consumer demand for self-service convenience while driving greater operational efficiency and creating a more cost efficient structure. Travelers, becoming accustomed to serving themselves, were becoming less tolerant of waiting in line. It was clear to Hertz that reducing wait times could have a direct impact on both customer satisfaction and operational costs. According to Hertz CIO Joe Eckroth, “The primary goal of implementing self-service is to empower the customer with greater control of the rental experience by giving them what they want, when they want it.”