Case Study: Avis achieves faster call resolution and a unified booking system with Sage CRM

Sage CRM drives Avis to improve customer booking system

Avis UK, a leading car rental company, was struggling with rising volumes of customer enquiries handled by a paper‑based process and a 20‑year‑old mainframe that wasn’t accessible to the service team. The business needed a single, integrated way to capture and respond to phone, mail, fax and email enquiries, eliminate duplicate records and speed up query resolution.

Avis implemented Sage CRM, mapping its processes and integrating telephony, email, document imaging and the legacy booking mainframe into a single SQL-backed system. The solution delivered a 360° view of customers, automated administration and bookings, reduced call-resolution times, improved customer satisfaction and enabled consistent service across regions, with plans to roll the system out more widely.

Avis

Ann Gallagher

Customer Relations Manager, Avis