Case Study: Indiana University achieves superior motor pool customer service and regains daily rentals with Agile Fleet

Indiana University - Customer Case Study

Indiana University’s motor pool, led by longtime manager Mike Hardesty, faced the challenge of retaining internal daily-rental customers amid competition from commercial agencies and even lost the daily rental pool to outsourcing for a period. Agile Fleet provided fleet management solutions, including the FleetCommander survey feedback tool, to support online reservations, feedback collection, and overall service improvement.

Using Agile Fleet’s FleetCommander alongside strengthened frontline processes (online booking, immediate feedback response, thorough vehicle prep and delivery options, streamlined returns), Indiana University tracked monthly satisfaction metrics, gathered executive testimonials, and responded quickly to problems. Those measurable results — regular positive survey statistics and the recovery of the daily rental pool two years after outsourcing — demonstrate Agile Fleet’s role in restoring customer trust and reclaiming business.

Indiana University

Mike Hardesty

Fleet Manager