Increasing Member Loyalty for a Car Sharing Company
The client, a car sharing company partnered with HGS in 2009 to support its plans for growth and innovation. Today this 24/7, 365 program includes inbound voice and email support that includes questions regarding membership and car reservations and help with issues and challenges encountered during the reservation including technical troubleshooting.
What We Did:
HGS understands that when customers contact the company, their main goals are to get quick assistance and/or accurate resolution and get on their way. Agents provide speedy assistance and gentle reminders of the company’s six simple rules to reinforce the car-sharing company’s culture and member responsibility. Additionally, HGS manages a number of back office tasks, including roadside assistance, reimbursements, and billing adjustments.
- 9% net improvement in revenue
- 40+% save rate
- Achieved a 4-week ramp
- Built an agile staffing program with 40% work-from-home agents