500 likes | 1.92k Vues
The Hertz Experience. Presentation to : Oregon Travel Forum. Date : July 8, 2010. Table of Contents. Corporate Profile Fleet Information Hertz #1 Club Products and Services Hertz Customer Care Centers Hertz Local Edition Other Hertz Operations Agreement Information. Corporate Profile.
E N D
The HertzExperience Presentation to: Oregon Travel Forum Date: July 8, 2010
Table of Contents Corporate Profile Fleet Information Hertz #1 Club Products and Services Hertz Customer Care Centers Hertz Local Edition Other Hertz Operations Agreement Information
Company Background A leadership position built upon: Differentiation through Innovation Global Network and Brand values Superior Customer Service Long term strategic partnerships Multi-segment business
A strong tradition of innovation Invented business in 1918 Pioneered on-airport locations First Booking System for travel agents First Express Service, #1 Club First On-Board Navigation System - NeverLost® First to introduce SIRIUS Satellite Radio First Global Car Rental Company to operate in China
A strong tradition of innovation Instant Return Online invoice retrieval and statistics Online Check-In Hertz Green, Fun, Prestige Collections Nick on the Go™ Connect by Hertz
Recent Acquisitions • Advantage Rent-A-Car • Expansion to leisure market • Capitalize on Hertz’s fleet management expertise & streamline back office functions • Eileo – State-of-the-art car sharing technology • GPS tracking • Bluetooth “hands free” mobile navigation • RFID Smart Cards • Expand technology to classic Hertz rentals • Automoti – Virtual full-service, used car showroom • Supports Hertz’s Rent2Buy car sales program
Recent Partnerships • Dav El Chauffeur Transportation • This partnership provides Hertz customers with an additional ground transportation option to fulfill their chauffeured car and short-term transportation needs when traditional car rental is not suitable • Greenopia • Hertz in collaboration with Navigation Solutions and Greenopia announce a new, eco-friendly guide to green businesses in five major metropolitan markets – Chicago, Dallas, Los Angeles, New York City and San Francisco Bay Area.
Global Network • Hertz : the Only Global and unique RAC supplier worldwide • Approximately 8,100 Locations in 147 Countries worldwide • #1 in airport car rental brand in the U.S. and at 69major airports in Europe • Hertz.com -- worldwide reservations, vehicle information and services • Hertz #1 Club Gold service at all of the world’s busiest airports and over • 1,000 suburban locations worldwide
Green Initiatives Hertz - the only rental car company CEO to endorse the “CEO Climate Policy Recommendations to G8 Leaders.” Hertz is an "Energy Star Partner" in the USEPA Energy Management Program. All paper used in Hertz’s manual and licensee rental agreements is recycled paper having a content of 50% wastepaper/30% post consumer waste. Hertz rental jackets are printed on recycled paper having a post consumer content of 10% Hertz donated $1 million to the United States National Parks Foundation in 2007/2008 Hertz enacted a proactive Sustainability Program Nearly 50,000 vehicles including 7,000 hybrids with an EPA rating of 28 miles or more.
U.S. Rent-A-Car: Diversified Rental Fleet Total Acquisitions for 2010 Contract Year
All Hertz vehicles are shared and utilized by all Hertz Airport & Off-Airport Locations Benefits of a Common Fleet Greater Flexibility All Locations Have Ready Access to Entire Area/City Fleet Enhanced Ability to be Proactive & Reactive to Fleet Needs (Special Events, Catastrophes) Ability to Meet Customer Specific Needs Specialty Vehicle Minivan SUV Handicap Driver Modified No Return Location Restrictions : One-Way Rentals Always Accepted Hertz Common Fleet
Hertz Green Collection • Fuel Efficient, environmentally friendly cars • Nearly 65,000 cars in the Green Collection. • Currently we have approximately 10,000 hybrids in our fleet • Reservable by specific make and model • EPA Highway Fuel Efficiency rating of 27 miles or more per gallon • Available at 50 major airport locations in the U.S. • Includes the following vehicles: Toyota Prius Hybrid Toyota Camry Toyota Camry Hybrid Nissan Altima Hybrid Ford Fusion Toyota Corolla
Faster Reservations and Rentals Discounted Rates and Special Offers At over 50 locations in the U.S. and Canada Online Check-in Additional e-mail offers for discounts, upgrades and more No additional driver charge for spouse or domestic partner Earn one Hertz #1 Awards® Point for every qualifying dollar you spend Earn Gold member status for a year (fee-waived) or purchase Gold membership now ($60 annual fee) Hertz #1 Club
Available at all of the world’s busiest airports and at over 1,000 suburban locations worldwide As of 2/28/10
Added comfort and security in unfamiliar areas Turn by turn directions, voice and visual Quickly recalculates your route if you missed a turn Available in 20 countries NeverLost® Online Trip Planning ™ (OTP) Organize travel plans even before leaving home or office Create, Save and Go Hertz NeverLost • Coming soon….NeverLost Gen5 • Unique touch screen confirms each selection with tactile feedback (touches you back!) • Connected Navigation uses AT&T Wireless Data to deliver over-the-air updates for: • Airline, Flight, and Gate information • Local Weather for any major city
Hertz NeverLostvs. the Competition • Consumer Grade vs. Industrial Grade – Installed GPS units, like Hertz Neverlost, are designed specifically to survive a car rental environment. Constant exposure to temperature & humidity extremes and rough handling can cause Portable Units to fail frequently. • Lost & Stolen - Windshield mounted Portable GPS units are a popular target for thieves. • Service Quality – The Neverlost concept offers a better quality of service to Hertz customers. Neverlost customers appreciate the convenience of moving directly to their cars and knowing that their NeverLost is professionally installed and ready to go. • Liability - A Portable GPS solution moves the responsibility for a safe and secure installation to the customer. The customer is also required to accept responsibility for the unit which could include a replacement cost if the unit is lost or stolen. • Customized Service – The hardware, software, content, and Internet services are designed specifically for Hertz processes and for Hertz customers. Fixes and updates are quickly performed by NeverLost personnel. • Safety & Legal Requirements – It is illegal in many jurisdictions to have Portable GPS units mounted on a windshield. Portable GPS Units can also be dangerous projectiles when a vehicle is in an accident or stops abruptly, potentially causing injury to the driver/passengers.
Online Check-In Guarantee • Online check-in on hertz.com for rentals at all locations in the U.S., Canada, Puerto Rico, and St. Thomas. • Available from any source of bookings • At 50 U.S. Airport Locations, 10 Minutes or less. Guaranteed. Or get $50 towards your rental.
During peak travel periods, Hertz agents equipped with hand-held computer terminals will greet you and provide a fully computed receipt in less than a minute Saves you time Hertz Instant Return
Email Express Receipts • JUST DROP and GO!!! • Service available to any customer that does not stop at the counter upon return, except for Instant Return Service • If a valid email address is included in the customer’s #1 Club/Gold profile or on the reservation, a receipt will automatically be emailed • If an email address is not found or is invalid, a receipt will be mailed to the customer • Email Express Receipts applies to U.S., Puerto Rico and Virgin Island locations
Around-the-clock peace of mind Every rental includes 24/365 Hour Emergency Roadside Assistance in the U.S. and Canada 24 Hour Roadside Assistance
Meeting and Conventions Program • 5 or more rentals at one time qualify for the program • Types of Meeting Programs: • Convention Program - This program offers set rates for attendees. Negotiated benefits also available. • Incentive Program – Designed for prepaid travel. Cars are blocked and company or travel agency pays for rentals. • Benefits: • 5% commission for travel agents • $250 in rental certificates for every 20 rentals • Reduced rate for website visits • $25 rental certificate for Meeting Planner who places a Hertz web link on the meeting site • Dedicated Hertz contact • Site-to-Site link capabilities
Among the industry’s largest, most sophisticated call centers Open 24 hours / 365 days - We are never closed! Dedicated Toll-Free numbers for customer convenience Over 1,000 Reservations, Emergency Road Service, and Customer Services Employees Over 14 million customer calls annually 24 Hour Emergency Roadside Service provides assistance to customers Web Support and AnswerLink provide assistance to automated users who may have questions / issues using their systems to interact with Hertz Connect by Hertz Member Care Center, the newest addition to the Hertz Customer Contact Center, supports the new car sharing initiative Hertz Customer Contact Center
Expansion strategy to serve our partners needs. Location Count as of March 31, 20101,705 No Airport Related Fees Customer pick up & return service available within 15 minutes of the Hertz Local Edition location Hertz Local Edition Network
Hertz has streamlined the used rental car buying equation. Its’ you, and Hertz. Extensive inventory of 2008-2010 model cars Prices 17% under KBB’s retail price, on average 60-day Ltd Warranty Rent2Buy guarantees every car Financing options for almost every budget Now partnered with Kelly Blue Book to provide customers with elevated online car buying experience How it works…. Reserve your car on www.hertzrent2buy.com for a 3 day rental. Go to the designated Hertz location and pick up you car. If you decide to purchase the car, there is no need to return it. If you decide not to purchase the car, simply return it to Hertz and pay the applicable rental charges. For more information, visit www.hertzrent2buy.com Hertz Rent to Buy
Connect provides 24/7 self-service access to a diverse fleet of cars. Whether you need cars by the hour or day. Fleet • All vehicles are Smartway Certified • 4 Star Safety Rating or better • JD market appeal rating of 855 or higher • Highway MPG of 24 or better The following models are available: Mini Cooper Ford Escape Toyota Prius Toyota Camry Mazda 3 More models coming soon • All Vehicles Equipped With: • Bluetooth IPod connectivity • NeverLost EZ Pass
Agreement Summary • Effective December 2009 • All Agencies, Political Subdivisions, Higher Education Institutions • Must Present Your Hertz CDP when making reservation • On State business • At least 18 Years of Age • LDW/Liability Included • Accepts State issued and personal credit cards • Direct Billing Programs have been set up • Local Contact: • Carole Weir • firstname.lastname@example.org • 503-626-5156
Innovation leader making traveling easier
Why Hertz? • Extensive Green Collection of 35,000 vehicles • reservable by make and model helping corporations • meet EPA requirements • Hertz # 1 Awards Program encouraging corporate RAC compliance • 10 minute service guarantee • Complete network of on and off airport locations enabling one way rentals to/from airport • Network of off-airport locations provides cost effective solution for employee mileage reimbursed travel
Why Hertz? • Covered Pick-up and return area for weather protection • Navigation systems with Online Trip Planning saves your travelers valuable time on the road • Network of approximately 1,700 off airport locations Fulfilling car rental needs • Integrated customer solutions and benefits for car • rental needs
In every business there is one company that stands out from the others and sets the standard for everyone else. In car rental that one company is…