Enterprise Holdings is the largest car rental company in the U.S. with annual revenues of $25.9B. It is the parent company of Enterprise Rent-A-Car, National and Alamo. The company looked to explore its Core CX Initiatives turning to Deloitte Digital to develop a higher fidelity experience through CX Prototype Testing.

Our team team took steps to answer areas of exploration by surveying customers, identifying common pain points, defining areas to intervene and prioritize intervention areas. We then developed and tested CX prototypes with customers to address these areas. The mobile and kiosk prototypes would create a seamless digital experience of the car rental process and replaced a redundant and confusing rental experience with a quick, clear and easy check-in. This was accomplished with an Advanced Mobile Check-in process including a driver’s license scanner, scan & go rental pass and damage scanner.

The result was CX testing of a fully digital vehicle rental check-in process with short and simplified steps. The experience would bypass waiting in lines and any extensive time with employees.