Tailored solution for customer notifications

Leading car rental company sends out NPS surveys via SMS.

Automated SMS messages to customers

The challenge

The customer's Net Promoter Score (NPS) measurements highlighted the need to improve and personalise communication with the customer just before picking up and returning the rental car. Previous updates on ongoing rentals were communicated through phone calls and emails, which was not always optimal for the customer's need for quick and convenient information.

The solution

After a careful procurement process, the client chose to work with LEKAB to streamline the customer journey using SMS, a channel with a high open rate. By communicating time-critical information via SMS, LEKAB was able to ensure that end-customers received the information they needed in a timely manner in their preferred channel.

About the customer

The customer is one of Europe's leading car rental companies, with stations in Stockholm and Gothenburg in Sweden. The remaining stations in the country are operated by partners. The customer's coveted position in the market is to be the leading supplier of sustainable e-mobility. LEKAB has collaborated with the customer Sweden since 2020 on mobile messaging services to streamline and improve communication to end customers through personalised text messages.

The goal - an improved NPS value is assumed to lead to fewer dissatisfied customers and more returning customers, as well as improved profitability over time.

How the customer use LEKAB services

Web Messaging Tool for sending messages

The solution is customised but is based on LEKAB's cloud-based Web Messaging Tool. The customer's contact database and data from the booking system are exported daily to LEKAB's platform. SMS messages are then queued and scheduled for dispatch according to agreed conditions, e.g. a message can be sent out during the day between certain times, and at the latest a certain number of minutes before the customer's pick-up or drop-off of the car. The service also has built-in support for Data Protection Officers to meet GDPR requests with record extractions and anonymisation.

Tailored automation

Using Robotic Process Automation (RPA), LEKAB has customised automated workflows so that the customer can retrieve contact information from external systems and automatically send out mailings to its various target groups.

Internal processes

The service has been integrated into the customer's internal car rental pick-up and drop-off processes.

About the Web Messaging Tool

The Web Messaging Tool offers the flexibility and large-scale communication capabilities that large organisations expect from a digitalisation partner while maintaining control and security.

Features of the web tool used by the customer:

Templates
Variables for personalisation
Scheduling tool
Automated workflows
Dashboard & reports

Explore the web tool

The result

After the implementation of LEKAB's solution, the customer noticed an increase in their Net Promoter Score (NPS) using SMS as a channel. This indicates that customers are more likely to recommend the customer to others, which is a strong sign of increased customer satisfaction. Feedback from customers provided insights into which aspects of the service were most appreciated and which areas needed more focus.