Duluth, Ga., June 25, 2013 – The Hertz Corporation, the world’s largest general use car rental brand, has won the Digital Screenmedia Association’s (DSA) Industry Excellence Award for “Best Travel Deployment” for the company’s ExpressRent virtual agent kiosks, designed and deployed with the help of NCR Corporation, the global leader in consumer transaction technologies.
Hertz ExpressRent kiosks combine the flexibility and speed of self-service with the option of a personal touch by enabling live video chat with a Hertz agent who walks customers through the entire transaction. The car rental kiosks accept debit and credit card payments, validate drivers’ licenses and print out the car rental agreement.
“The ExpressRent kiosks allow us to provide an exceptional customer experience by bringing the best self-service technology available and blending it with the human touch,” said Hertz CIO Joe Eckroth.
Hertz’s ExpressRent Kiosk speeds up the car rental process and optimizes staffing during peak times at Hertz locations. It also allows Hertz to expand its reach to non-traditional locations where people may want to rent a car, like auto body shops or car dealerships, but which don’t meet the volume for full-service locations.
Since deploying the ExpressRent kiosks, Hertz reports more than 10,000 transactions per week on the kiosks, with 82 percent of customers rating the experience positively. Facilitating live interaction with Hertz agents has also impacted ancillary revenues by allowing customers to choose upgrade and insurance options during the rental process.
Hertz worked with NCR to drive utilization and develop a better queuing system. By positioning the kiosks to face the queue and employing signage alerting passengers to the “live agent” kiosk, Hertz saw 38 percent of customers exit the queue to serve themselves.
“Facilitating real-time, live interaction between Hertz and its customers through self-service has had a measurable and significant impact on efficiency, revenue and satisfaction at Hertz,” said Tyler Craig, general manager and vice president, NCR Travel. “NCR congratulates Hertz for its continued commitment to delivering the best experience for its customers and on this award.”
The Digital Screenmedia Association Industry Excellence Awards honors the best digital signage, mobile and self-service kiosk technology deployments across all vertical market segments. For more information on the association and to see a full list of award winners, please click here.
Hertz operates its car rental business through the Hertz, Dollar and Thrifty brands from approximately 10,400 corporate, licensee and franchisee locations in North America, Europe, Latin America, Asia, Australia, Africa, the Middle East and New Zealand. Hertz is the largest worldwide airport general use car rental brand, operating from approximately 8,800 corporate and licensee locations in approximately 150 countries. Hertz is the number one airport car rental brand in the U.S. and at 111 major airports in Europe. Dollar and Thrifty have approximately 1,580 corporate and franchisee locations in approximately 80 countries. Hertz is an inaugural member of Travel + Leisure’s World’s Best Awards Hall of Fame and was recently named, for the thirteenth time, by the magazine’s readers as the Best Car Rental Agency. Hertz was also voted the Best Overall Car Rental Company in Zagat’s 2012/13 U.S. Car Rental Survey, earning top honors in 14 additional categories, and the Company swept the global awards for Best Rewards Program and Best Overall Benefits from FlyerTalk.com. Product and services such as Hertz Gold Plus Rewards, NeverLost®, and unique cars and SUVs offered through the Company's Adrenaline, Prestige and Green Traveler Collections, set Hertz apart from the competition. Additionally, Hertz owns the vehicle leasing and fleet management leader Donlen Corporation and operates the Hertz On Demand car sharing business. The Company also owns a leading North American equipment rental business, Hertz Equipment Rental Corporation, which includes Hertz Entertainment Services.
About NCR Corporation
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables more than 300 million transactions daily across the retail, financial, travel, hospitality, telecom and technology industries. NCR solutions run the everyday transactions that make your life easier.
NCR is headquartered in Duluth, Georgia with over 26,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.
News Media Contact