Group 1: Shakeela Mary, Ng Wun Shi , Ralph YEW

Date: 8th May 2010

ECU MBA 5714CASE STUDY : HERTZ GOES WIRELESS

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Table of Contents

The Problem The Problem

The IT SolutionThe IT Solution

The Wireless Model

The Wireless Model

The Advantage of going Wireless

The Advantage of going Wireless

The Results The Results

Conclusion Conclusion

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The Problems : Intense CompetitionThe Problems : Intense Competition

With all the problems in the car rental industry it calls for a new paradigm shift.

Hertz took on the challenge to change and reinvent itself through IT innovative solutions.

Fierce CompetitionFierce Competition

Competitors: Avis &

Enterprise

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Improving work productivity and efficiency thru wireless &

Web based marketing tool. And web based

reservation

Hertz # 1 Club faster services via online booking & online check in.

Vehicle tracking for security &

safety purposes

GPS system in vehicles for map & voice automated directions

Wireless handheld

devices for communication

& on spot invoicing

Result : Customer Satisfaction & Loyalty Result : Customer Satisfaction & Loyalty

The IT Solution

Online web reservation thru National wireless

network systems

Wi Fi services at all Hertz centres

-Enhance Customer Service Experience. The satisfaction of customers are mainly due to the IT systems used and placed in their cars for the benefit of the customers.

- Convenient and hassle free reservation, check in and checkout services. Saves customer’s time. Enhance the customer loyalty and customer satisfaction.

-Hertz’s innovative in its offerings esp. Hertz’s NeverLost System - GPS services enable customer to tour routes that are never been before. More easy to drive and never get lost. Better discounts and promotional based on the new IT systems and GPS services

The Advantages of Going Wireless For Hertz’s Customers

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The Result and the New Value The Result and the New Value Proposition For Hertz Proposition For Hertz

-Revenue and Bottom Line of Hertz Improve with client choosing Hertz as their choice of car rental services. An increase customer loyalty thru the Hertz # 1 Club membership.

-All Hertz staffs we trained to embrace this IT systems in their work place to enhance their work productivity and to provide better customer services.

- Enrichment of Employees Work Productivity

-Improved in Hertz Revenue. Enabled the Hertz’s Continuous Growth and Leadership position. A more cost saving, sustainable and competitive organization

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Sample of Hertz promotions & sales on their web site

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Sample of promoting in their web site the Hertz #1 club membership and privileges

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Sample of online marketing and booking

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ConclusionConclusion

With new IT application applied to its new

business model it has enabled Hertz to maintain its competitive advantage and ensure it remain a key

player in the car rental industry

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With new IT application applied to its new business model it has enabled Hertz to maintain its competitive advantage and ensure it remain a key player in the car rental industry

Companies need to continuously manage and

revise strategy to proactively take

advantage of the evolving technological

environment to their markets and businesses.

Hertz, for instance, has continually leveraged wireless and satellite technologies to create

new operational capabilities and customer

solutions that deliver value to the customer

and differentiate it in a market susceptible to

commoditization. 

Companies need to continuously manage and

revise strategy to proactively take

advantage of the evolving technological

environment to their markets and businesses.

Hertz, for instance, has continually leveraged wireless and satellite technologies to create

new operational capabilities and customer

solutions that deliver value to the customer

and differentiate it in a market susceptible to

commoditization.