Case Study: Penske reduces no-shows with SmartAction's AI-Powered Virtual Agent

Penske Streamlines Truck Rental Confirmations with AI-Powered Virtual Agent

Penske, a leading truck rental provider with more than 2,200 locations and a 50,000-vehicle fleet, needed a better way to manage reservation confirmations and reduce costly no-shows. Its live-agent outbound calling process was time-consuming and expensive, especially given the operational complexity of last-minute cancellations, reschedules, and equipment changes. SmartAction provided the AI-Powered Virtual Agent used to streamline this process.

SmartAction implemented a virtual agent that proactively reaches customers by voice and text to confirm, change, or cancel upcoming reservations. The solution successfully handles 35% of voice calls and 55% of text messages, resulting in more than 1,000 additional reservations confirmed each month. Penske also improved customer experience by offering a conversational self-service option without live-agent involvement.

Penske