Enterprise Enhances Priority Pass Program With Self-Service Option
ST. LOUIS--Oct. 14, 2013: When it comes to saving time and money on routine transactions, there is no denying the benefits of technology. However, as customer satisfaction research firm J.D. Power has reported, providing exceptional customer service is an important element in driving the perception of being treated fairly, particularly after an auto accident. Now, an enhanced version of Enterprise Rent-A-Car's Priority Pass program lets replacement rental customers enjoy the benefits of technology while experiencing a new level of personalized service.
Enterprise, the largest car rental brand in North America, developed Priority Pass because it wanted to simplify and expedite the process of arranging for a replacement rental car after a collision, a process that can be daunting and time-consuming for an inexperienced renter. As first launched, Priority Pass allowed an insurance company or body shop to send Enterprise an authorization for a replacement rental using Enterprise's Automated Rental Management System (ARMS®). Enterprise would then contact the customer to complete the rental authorization and schedule a time to pick up the customer at the body shop and drive him to the rental branch to complete the reservation process and be on his way.
Introduced more than two years ago, the Priority Pass program led immediately to improved customer satisfaction scores and continues to do so, not only for Enterprise but also for its insurance and body shop partners. Now the enhanced Priority Pass, which also is mobile enabled, further expedites the rental transaction by adding a self-service option so customers can complete the reservation process online. Enterprise sends the customer an email with a link that enables him to pre-register for Priority Pass so that he can get into his rental car and drive away almost immediately upon arriving at the branch. Rather than spending time on paperwork, the Enterprise representative now can focus on familiarizing the customer with his rental vehicle and answering his questions.
Bruce Clifton, vice president-insurance replacement with Enterprise, believes the new self-service option offers customers a nearly perfect combination of faster transaction time and VIP treatment from Enterprise employees, who are known for providing the best service in the car rental industry.
"Priority Pass allows insurance renters to get the best of both worlds – people power and technology," Clifton says. "Customers enjoy spending productive time with our people, and with self-service Priority Pass we have all but eliminated the unproductive time.
Adding value for insurers, body shops
For Enterprise insurance partners such as USAA, self-service Priority Pass is an opportunity to provide a higher level of service and further enhance their relationships with their customers. "After our members experience a claim, it is our job to get them back on the road to recovery effectively and efficiently," said Ken Rosen, senior vice president and chief claims officer for USAA. "For our members who choose Enterprise, Priority Pass allows them to get into a rental vehicle seamlessly and get on with their busy lives, quickly."
Body shops also appreciate the improved efficiency that self-service Priority Pass brings to the rental process. As Caliber Collision Centers CEO Steve Grimshaw notes, "Enterprise is the gold standard for customer service, and Priority Pass is another example of them listening to our suggestions and staying focused on creating ways to improve. The Priority Pass service allows the partnership between Caliber Collision Centers and Enterprise to be the best in the industry."
Clifton adds that Enterprise is always looking for ways to improve the rental experience for customers. For example, the company's evolving mobility platform will soon include automatic email or text reminders to confirm customer appointments. In addition, Clifton expects the same technology currently used by Enterprise's car sharing business will soon allow the company to offer replacement renters access to vehicles after normal branch hours.
"Our ultimate goal is to provide our customers the vehicle they need, when and how they need it," Clifton said. "We believe our evolving mobility platform positions us perfectly to better serve our insurance partners and their customers by offering the right technology at the right time."