To streamline the rental experience, the Hertz Corp. is redesigning its locations worldwide. The company has unveiled renovated facilities at San Diego and Shanghai Airports, its Marble Arch location in central London and its Melbourne, Australia headquarters. Similar transformations are planned for additional airports and neighborhood locations throughout the year.
“Our goal is a completely new experience, one that’s flexible and customizable,” said Mark P. Frissora, Hertz chairman and chief executive officer, during a press event at the Hertz San Diego Airport.
The new facility design replaces the rental counter with concierge service and virtual kiosks.
Upon exiting the shuttle bus, customers first encounter a check-in agent, who will direct them to an ExpressRent kiosk — equipped with monitors that connect to a live agent — or an in-store agent.
If there is a wait for either, the customer gets a pager and is free to roam the facility, which now includes a convenience store, called “Road Trip by Hertz,” an iPad station with electronics recharge ports and a FedEx drop point.
In addition, customers can go outside and roam the car selection. In San Diego, sport and luxury models, such as the Aston Martin Vantage, are perched on “Wow” ramps next to placards with car specs.
Telematics-based upgrades include an app customers can download to know how long it will take a shuttle bus to get to them at the terminal. In turn, shuttle bus drivers can identify customers’ locations.
The facility upgrades are also being completed through sustainable materials and construction, including solar power systems, water saving fixtures and the use of LED and energy-efficient lighting.
The Gold Choice area now has a flight status board, and Gold greeters are on hand to answer questions or help a customer connect to Bluetooth in the vehicle. Each car has a “certified clean and safe” card, signed by the employee who inspected it.
Gold Plus program members now have the option to switch into a different set of cars for free or take an upgrade. Upon exiting the lot, the attendant will make the change on the fly and print a new contract.
Since completion of the redesign of the San Diego facility in May, Frissora said that ancillary revenues are up $6.91 per rental, contributing to an overall revenue increase of 17%. Net promoter and customer satisfaction scores are up as well, he said.
Frissora said Hertz plans to expand this new customer experience format to all of its global locations by 2015.