Hertz 2011 Annual Report Download - page 17
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Hertz is deploying technology to bet-
ter customer service in every phase of
the rental process, and we offer these
services free to all Hertz Gold Plus
Rewards members. Hertz.com is avail-
able as an application on all popular
handheld devices, and Hertz was the
first company with an application for
Android-driven devices. As a result,
our hertz.com bookings from mobile
devices grew 300% to $32 million in
2011. Customers arriving at our loca-
tions needing to book or change a
rental will be able to bypass the coun-
ter and access a live customer service
representative through our rental
kiosks currently deployed at the top
25 U.S. airports and Heathrow Airport
in London. Additionally, we now pro-
vide Mobile Gold Alerts, confirming
reservations and vehicle type, to
customers who will have the choice to
change their vehicle type when they
receive the alert or when they arrive
at the airport. Of course, Gold Plus
Rewards members can choose to drive
away their pre-selected vehicle. Hertz
is unique in the car rental industry,
offering both pre-selected vehicles or
the ability to choose on location.
Our in-car technology, currently
deployed in our Hertz on Demand™
car sharing vehicles, will start to be
integrated into our rental car fleet in
2012. This will give our customers the
ability to communicate directly with
Hertz, and create unlimited flexibility
to change the rental, get travel infor-
mation or receive other assistance.
Hertz offers e-receipts for customers
who need to get on their way once
they’ve dropped off their car. We’ve
already e-mailed over 450,000 rental
receipts since the program was imple-
mented last year.
Over time, the entire Hertz rental
experience will occur online and inside
the car. Brick-and-mortar locations
will not be necessary for most rentals.
We are creating a unique friction-free
travel experience which means the
end of waits in line, and other delays
which take us away from the real
reasons we travel.
Harnessing Technology to
Enhance the Customer Experience
What we have is perfect: Hertz.com ranked #1
among car rental companies for the second
consecutive year, according to the Keynote 2011
benchmark survey.
page 13