Hertz 2009 Annual Report Download - page 7
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5
Hertz has been the innovation leader in car rental
throughout its 91 year history. In 2009, the
Company implemented or upgraded several new
customer-focused, technology-driven innovations
which enhance the rental experience.
These include:
n Hertz.com, now the “best-
in-class” booking engine in the
car rental industry according to
Forrester and Keynote, which
also praised Hertz for the
greatest website improvement
in the travel industry.
n Self-service rental kiosks at
36 major airports, including 11 in Europe, which
successfully completed over 500,000 transactions.
Our success rates rival the airlines’ which have
utilized ticketing kiosks for many years.
n Portable rental devices, enabling roving
customer service agents to address customer’s
needs (e.g., vehicle upgrades, optional services) in
the rental lot, were successfully piloted at Chicago
O’Hare and Boston Logan Airport.
n Integrated car sharing technology from
Eileo including online booking, iPhone®
and Blackberry applications, RFID card-
driven vehicle entry, and two-way in-car
communication and navigation systems.
n We launched the fth generation of the
pre-installed NeverLost, GPS navigation
system with upgrades including touch
point screens, real time weather and ight
information functionality, on-line trip planning
enabling immediate uploads of multi-stop trip
itineraries.
The Lighthouse… not all of our customer
focused innovations are technology dependent.
In 2009, Hertz launched the Lighthouse Project,
which is an employee-driven program predicated
on reengineering every aspect of the rental process
from the customer’s point of view. The Lighthouse
program not only results in a signicantly
streamlined rental process but also ensures optimal,
integrated operations which substantially improve service and lower costs. We
have already achieved signicant service and efciency improvements at the
initial Lighthouse locations: Chicago O’Hare, Boston Logan, San Francisco and
Frankfurt airports, as well as at our HERC facility in Oklahoma City. We are
investing in facility upgrades and service improvements which directly affect
the customers’ experience. The process we reengineer at one location can be
implemented elsewhere, often with only minor local revisions. Additionally,
employee engagement and satisfaction, which we measure on a regular basis as
part of the Lighthouse, have improved substantially, as employees design and
take ownership of their work processes and performance metrics.
Hertz is leading the way with “High-Tech, High-Touch” innovations
which revolutionize our customers’ rental experiences.
Industry-leading,
Customer Focused Innovations
5