Hertz Improves Customer Experience With Friendlier Kiosks

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Weary travelers don't like waiting in line to rent a car. In 2011, Hertz became the first car rental agency to let customers at airports and neighborhood locations rent cars through a video kiosk featuring face-to-face chat.

The project: At ExpressRent kiosks, customers can complete an entire rental transaction while seeing and hearing a live rental agent located in one of three U.S. customer service centers. With interactive video kiosks now operating in 48 American markets, Hertz reports reduced wait times and improved ancillary sales.

The business case : In 2010, Hertz installed traditional kiosks similar to those airlines use at major U.S. airports. But CIO Joseph Eckroth quickly learned that car-rental transactions are much more complex than checking baggage and choosing a plane seat. Car renters must consider upgrades, insurance plans, gas fill-up programs and car accessories--to name just a few options. And the rental agency requires a driver's license or verified passport.

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