Case Study: an emerging car sharing company scales customer care and support with Harte Hanks

Emerging Car Sharing Company scales from 1 to 15 airport locations with Harte Hanks

An emerging car sharing company faced the monumental challenge of building a comprehensive, consistent, and scalable customer support system from scratch for its novel business model. Rapid expansion across multiple airport locations heightened the risk of service disparities and brand confusion. To address this, the company partnered with Harte Hanks to design and implement a macro enterprise solution built on the Salesforce CRM platform to handle everything from general inquiries to complex operational logistics.

Harte Hanks implemented a sophisticated CRM ticketing system that centralized customer care, enabling trained agents to manage all engagements professionally and avoid escalations. This solution allowed for meticulous quality control, quickly identifying and resolving location-specific issues. The results were highly positive customer reviews, increased revenue, and a scalable framework that supports the client's goal to double its location count. Harte Hanks successfully became the engine for the client's customer care, handling all calls and interactions as the company grew.