Voice Runner | Galveston | Georgetown

CASE STUDIES:

2.Nation-wide Car Rental Chain – Stop the Financial Bleeding – Call Center Vertical (Timeframe: 2 years ago)

Problem #1: Voice Runner was approached by one of the nation’s largest retail car rental companies. Although the rental company had achieved phenomenal new store growth over the previous years, their same store sales growth remained relatively flat year over year.

The company could not understand how their revenue and profitability growth remained stagnant over the years, while its competition continued to experience year over year profit growth. After conducting a thorough analysis of each individual store’s operations. It was concluded that their internal communication and telecommunications systems were significantly archaic and were lacking major basic operations and support.

It was discovered that the sales staff at each car rental store would spend a significant amount of time outside of the office in the front parking lot showing customers, who had just rented a car, how to use the car, and inspecting the overall condition of each car. Because all sales staff were so busy attending to the immediate customer out in the parking lot, each individual store was missing a large volume of phone calls from prospective customers who would call to inquire on pricing and book reservations. The audit showed that when a person called in to receive a quote or book a reservation and did not speak to a live person at the time of that call, the customer would immediately call and book that same reservation with the competition!

As a result, it was concluded that on a daily basis, the company was losing well over $13,000+ per day in lost revenues simply due to the fact that the company was not answering their phone calls when all of the sales staff was outside helping immediate customers. This $5,000,000+ per year gaping hole of lost revenues was obviously hurting the profitability and growth of the company.

Action Taken:

Voice Runner’s engineering & provisioning divisions set about to create a unique, automated call routing solution through Voice Runner’s owned carrier-grade voice switch for the entire rental company’s operation and call center. This call routing solution would ensure that a live person would answer and receive that phone call, ensuring they would now book the previously lost revenue. For a small monthly recurring charge per location, Voice Runner created a solution whereby if one location did not answer the phone, it would automatically ring to the next nearest location. If no one answered at the next nearest location, it would then either forward to the company’s next nearest rental location or then immediately forward to their corporate headquarters where a live person in their call center would answer and process the order.

Result:

Voice Runner developed a customized and creative call center and call routing solution to stop a $5,000,000+ costly annual loss.