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Case Study

Digital and business transformation within a global car rental company

+
%
revenue uplift
$
million
revenue increase
in
months
only

Challenge
  • A household name car rental company was failing in the European market as they did not have a mobile app.
  • Users were churning to competitors at significant rate, creating negative growth.
  • The engagement scope was to build a market leading app and drive traffic to digital services online and mobile.
The Work
  • A full assessment of systems, commercial and technical capability.
  • Redeveloped web platform and optimised customer experience.
  • Created and integrated mobile app into corporate systems.
  • Developed metrics and dashboards for tracking performance.
  • Created customer centric culture to optimise customer experience.
Outcome
  • Launched UK and EMEA mobile solutions app across 11 countries, 40% revenue uplift.
  • 70% of EMEA revenues shifted from online to mobile app within 6 months.
  • Grew revenues by $9m in 6 months.

   


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Customer experience transformation for a major UK mobile network

Our work delivered an uplift of +25% in Net Promoter Score over a multi-year period, which in turn reduced churn by 30% – making this major UK mobile operator #1 in the market.

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