Case Study: a major rental car company delivers better customer support with Conduent

Data and a Human Touch Creates the Ultimate Car Rental Experience

A major rental car company faced the challenge of managing millions of complex, post-rental customer interactions. These inquiries, ranging from billing questions to accident reports, required a prompt, data-driven, and personalized response to uphold their brand promise. They partnered with Conduent to handle these critical customer experience touchpoints.

Conduent implemented a solution where its agents, operating as an extension of the client's team, used real-time data access to provide immediate and helpful support in both English and Spanish. This partnership resulted in consistent improvements in key metrics, including average handle time and customer satisfaction scores, and has evolved to include long-term projects for greater support and automation.