Case Study: Enterprise Rent-A-Car achieves scalable, efficient IT request fulfillment with Appian

Enterprise Rent-A-Car - Customer Case Study

Enterprise Rent-A-Car, the world’s largest car rental company with over 878,000 vehicles, 7,000+ locations and 65,000+ employees, faced a scaling problem in its Request Services Department: a highly manual system for roughly 180 corporate-wide IT request processes (hardware, software, access, data, etc.) could not handle request volumes that nearly doubled in 18 months. The legacy process created staffing pressures, growing complexity and higher error risk, and the team needed a rule-driven, easy-to-adopt solution that business analysts and support staff could maintain.

After evaluating BPM vendors, Enterprise selected Appian and rebuilt its Request Online system using an internal BPM team. Appian’s web-based process modeler, rules engine and internationalization enabled rapid change, reduced manual input and errors, and improved manageability and scalability. The new system supported post-acquisition integration, shifted much development from engineers to business analysts (lowering costs), and delivered a more customizable, efficient user experience for global employees.

Enterprise Rent-A-Car

Pat Steinmann

Department Manager, Request Services, Information Technology