Hertz Corporation
Streamlined app simplifies mobile reservations, increases customer satisfaction.
Streamlined app simplifies mobile reservations, increases customer satisfaction
At a Glance
Hertz Corporation felt they needed to improve their user experience to increase the quality of their services but lacked the essential resources to work with the proper digital toolset and needed to migrate to a new platform. Together, we assessed their site and planned the best solution. We helped Hertz eliminate the complex structure of the systems and sub-optimal code, ultimately enhancing the user journey, accelerating content migration, and creating omnichannel user interactions.
The Challenge
Lack of needed resources and structure means Hertz was unable to meet customer's expectations.
Hertz, an American car-rental company, needed help with their user experience, as well as the design and development of responsive templates and the development of a mobile app.
Additional concerns:
Increasing expectations in service quality and feedback for add-on services by customers
Lack of essential resources to work with the digital toolset
Need to migrate content to a better platform
Complex structure with numerous systems, a sub-optimal codebase, legacy data and several backend layers
The Solution
Enhanced, omnichannel user journeys and a unified system with AEM.
After a thorough audit of the services that Hertz provides its customers, we identified prime touch points and drivers for user conversions:
Enhanced user journey to improve user experience
Responsive, engaging site design
Mobile app for Hertz RentACar
Improved omnichannel customer experience
Integrated multiple systems by unifying with AEM
Accelerator-supported content migration
Tools
Adobe Experience Manager
TeamSite
.NET
The Results
Streamlined app enables better mobile reservations and increased customer satisfaction.
Improved user experience
Intuitive UI increased users’ ability to find relevant locations, bookings and special offers.
Higher customer satisfaction
Implementing missing functionality made the rental process faster and easier and improved the CSAT rating.
Reduced time-to-market
Custom AEM workflows provided administrative flexibility, accelerating website updates.
Easier systems maintenance
Seamless integration between multiple content systems smoothed out the publishing process.
Credera’s ability to quickly ramp up and their dependable AEM resource pool were key contributing factors for the success of this engagement. I’m happy to recommend them for AEM implementations.
Anthony D’AngiolilloDirector, Web Architecture
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