Digital transformation is essential for car rentals to future proof their business model, deliver an outstanding customer experience and grow their profit margins. Digital transformation is when a business adopts digital technology solutions across the business to address business challenges. This guide lists the key areas for car rentals to focus on during the transformation process.
Customer centric approach is a key part of the digital transformation process. Customers want a frictionless experience during the entire rental process. Most of all they want to enjoy their journey whether on holiday or traveling for business.
Focus on personalising the customer’s experience from booking until the end of the rental. Car rentals can offer remote technologies for customers to book a rental vehicle, upload documents for verification, sign rental agreements and pickup and return the vehicle. This streamlines the entire rental process making if faster and more enjoyable.
Furthermore think about how your car rental can deliver a more meaningful experience during the rental period. Not just during booking, delivery or return of the vehicle, but also how your business can offer a meaningful services during the journey. By offering useful services for self-drive travellers your brand can become a bigger part of your customers travel stories.
Focus on streamlining processes to optimise organisational efficiency so your business can grow and evolve. You need to understand how customers engage with you brand throughout each step of the customer experience lifecycle. Analyze the customer’s journey and map out how customers interact with your services. This will help with meeting customer needs and provide blueprints for contextualised marketing communication.
Understand how you can help your staff be more efficient and spend less time on tedious and rudimentary tasks that can be automated and more time on engaging with customers and deliver a truly exceptional customer service. As a result, enhanced customer experience will lead to greater customer satisfaction, improved customer retention and greater profitability.
New technologies are essential part of the digital transformation process of car rentals. The tech strategy of a car rental includes a combination of software, hardware and information science. In addition to customer-facing solutions, technology allows for data to be integrated across systems and analysed to understand and predict growth drivers.
Invest inn technology that allows you to integrate information across systems and extract the data you need to fully understand how your car rental is performing on all levels.
Building an infrastructure for information architecture that delivers business value with accurate insights into customer experience, marketing strategies and operational bottlenecks are key in delivering change and future success.
Car rentals must adapt a content strategy to optimise access to information on products and services. Content needs to be easily findable by your audience, contextualised, personalised and accurate.
Content architecture must be optimised for omni-channel delivery across business platforms and social media. Headless content management systems can help with multi-channel distribution of content and data governance policies will ensure quality of the content.
Know the voice of your brand and communicate directly with your customers when ever possible to ensure a true brand experience across all channels.
The Digital Transformation Roadmap
A well-defined roadmap is needed to ensure success of the digital transformation process of any car rental company. Without a proper plan the digital transformation might fall short and lead to gaps in your implementation.
Have a vision of how you want your future proof business to look like Take time to map the customer journey and how customers and staff engage in processes throughout the business. That will help with decision making when it comes to choosing technologies and strategies that fit your business model.