InternshipPresentationPresented by: David Suominen Jayme MedvidTony StawiarskiMatt WisniewskiSteve Zubrzycki

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Agenda: Customer Service

• About Enterprise Commercial Truck• Pre-Check In Process• Rental Procedures• Post-Rental Process• Q&A

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About Truck: The Total Transportation Solution

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About Truck: Growing Towards the Future

Fleet Size:

Profit/Unit:

Locations:

2014

23,000

$450/Truck

162

2018

50,000

$450/Truck

220+

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About Truck: Locations

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About Truck: Our Niche

Medium-duty trucks Light-duty trucks

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About Truck: Commercial Truck Market

Medium-duty Market1.5 Million

Light-duty Market7.4 Million

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About Truck: Example Industries

Telecom

Construction

Delivery

Oil & Gas/Pipeline

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About Truck: Our Value Proposition

We drive productivity by providing a cost effective, convenient alternative to owning or leasing a fleet

Website Efficiency Will Improve Satisfaction

60% of consumers say they are going online more often

to find products and services

Clear Communication

• Eliminate misdirection

• Consistency and reliability

Happier Customers

• Fewer confusion• Less hassles

Higher ESQI• Completely

satisfied customers

Areas for Improvement

Usability

Coverage

Additional Products Accuracy

ReliabilityEnterprise

Website

45%

Internet users who expect to complete their transaction

within 5 minutes

0%

71%

Consumers who will abandon online transaction if questions

aren’t answered quickly

Enterprise truck customers who are offered coverage

online

First Impression Should Be Simple

Focus on dates/locations

Focus on trucks

No focus

Locations Should Be Accurate and Relevant

Offer all locations – even ones

without your truck

Provide locations with your truck, or offer alternatives

Vehicle Selection Should Include Relevant Info

• Focus on make and model

• Separate details button

• Focus on functions• Additional Info

• Focus on functions

Preset Coverage to Maximize Profitability

Offer Extra Products for Additional Revenue

Enterprise does not maximize

opportunities to sell additional products

online

Competitors offer products and

service online even beyond those

Quote Total

Mileage included in quote

Mileage is an

asterisk

Website Malfunctioning

Often times the customer cannot

complete the reservation. They are just given a company

number.

Solutions

Usability

• Only provide locations with desired vehicle

• Simpler first screen• Fewer clicks to

access truck details

Reliability

• Customer should always be able to complete a reservation

• Match rates closer to branch rates

Products

• Offer coverage as part of the reservation process

• Offer additional products such as moving pads and dollies

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Customer Service: Prior to Check-in

Plan for the Day• New Accounts

• Vehicle Availability

• Delivery/Pick-up Schedule

• Points of Emphasis

Morning Huddle

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Customer Service: During Check-in

One Useful Fact• Where are they going?• What are they transporting?• Mini Fact-Find

Interesting Fact Card

Implementation• Trial-run stage• Weekly reward for best

Interesting Fact Card

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Customer Service: Porter Communication

Informing Porters• Daily reservation summariesQuicker Communication• Walkie Talkies

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Customer Service: Enterprise Plus

Convenient For Us And Customers

• Emails receipt to customers

• Saves us time

• Easy to sign up

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Customer Service: Enterprise Plus

Things To Add

• Incentivising customers to sign up

• Emailing customers reservation number

• Reminder of Reservation

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Diesel Truck Guide

Questions?

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Local Diesel Station Map

• Fewer locations than gasoline

• Customers don’t like refueling fee

• Trucks more likely to be fueled up

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• Free to download

• Conveniently find closest fuel and maintenance locations

• Compare local pump prices

• Open up conversation for signing up customers with WEX

WEX CONNECT APP

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Dashboard Lights and Gauges

• Large box trucks are intimidating

• Retail customers don’t know what lights mean

• Stress free rental

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Regeneration Steps

● Penske has a very similar walkthrough

● Process is simple enough for the average renter

● Decrease spending on unnecessary roadside assistance

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Customer Service: Post Rental Process

• Corporate Accounts– Consumer database entries– Potential future needs

• Retail Accounts– Solidify customer service

experience• Skokie

Document What You Have Learned

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Customer Appreciation Customer Appreciation Day

• Invite all customers to branch for appreciation day

• Competitors like Penske already do this

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Customer Appreciation Corporate Customer

Customer Visits - Gift Cards- Gift Certificates- Account Visit -- Bring Coffee & Donuts

When to Do It - Anniversary of rental - Holidays - Birthdays - Not up to par experiences

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Customer Service: Summary

Pre-Check In Process–Website–Morning Huddle

Rental Procedures• Interesting Fact Card• Walkie-Talkie• Enterprise Plus• Diesel Truck Guide

Post-Rental Process• Document What You

Learn• Customer Appreciation

Day!

GO Big.GO Truck.Questions?