Chaos to Control: From Chaos to Cars: How EDS Saved a Rental Giant $1.2 Million

Viral videos of frustrated travelers waiting in endless lines exposed the operational chaos plaguing a major rental car company. EDS Service Solutions stepped in, streamlining operations, improving staffing, and enhancing customer satisfaction. In under three weeks, EDS launched five locations with 4,000 new employees, saving the company an estimated $1.2 million annually.

The Challenge:

A major rental car giant grappled with operational inefficiencies and escalating costs across multiple locations, stemming from unclear processes, inadequate staffing, and productivity hurdles. These issues resulted in delays, exasperated customer service, and uncontrolled expenses, jeopardizing the company’s reputation and bottom line.

The EDS Solution:

EDS forged a true partnership with the rental car company, going beyond a generic solution to deeply understand their unique operational challenges. Our cross-functional team of experts, spanning regional and corporate expertise in recruiting, KPI analysis, process improvement, and operations, collaborated closely to dissect the company’s pain points. Through meticulous data analysis and Six Sigma methodologies, we redefined processes and implemented a tailored Workforce Velocity model, optimizing staffing levels and logistical flow for each location. This comprehensive approach, combined with robust recruiting and training initiatives, ensured a seamless transition and empowered the rental car company to meet customer demands efficiently and effectively.

• Dedicated Account Management and 24/7 Support: Each location received personalized attention and immediate assistance to ensure brand consistency and operational excellence.
• Proprietary Technology: Advanced software provided real-time tracking of vehicles and employees, increasing transparency and efficiency.
• Cost Control and Efficiency: implemented clear transactional scopes and lean processes to control and reduce costs.
• Enhanced Productivity: Improved staffing strategies and incentives boosted employee performance and customer satisfaction.
• Robust Recruiting: EDS recruited 4,000 new employees across five locations by calling over 90,000 candidates using multi-channel and grassroots strategies.

Rapid Deployment and Implementation Success:

EDS swiftly launched operations at all five major airport locations in Atlanta, Denver, Dallas, Philadelphia, and Tampa simultaneously with just 2.5 weeks’ notice. The dedicated implementation team consisting of regional operations managers,regional recruiting managers, district managers, and dedicated account management teams,ensured a seamless transition, minimizing disruptions to the rental car company’s business.

Results:

• Improved Efficiency and Cost Control: Streamlined processes and operational efficiencies, and optimized staffing yielded $1,218,112 in estimated annual savings.
• Enhanced Customer Satisfaction: Reduced wait times and improved service elevated NPS scores by over 10 points (a 40% increase) across all locations.
• Seamless Transition: Successfully recruited and trained 4,000 employees across 5 locations within a tight timeframe.
• Proactive Pre-Launch Preparation: Proactive on-site presence and emergency staffing plans ensured 100% fulfillment of customer requests and zero operational downtime during the critical launch phase.

Testimonial:

“EDS was instrumental in helping us overcome our operational challenges. Their full team, from recruiting and operations to KPI management and corporate leadership, was on-site and dedicated to ensuring a seamless transition.” -J. Watson, Airport Manager

Key Takeaways:

• EDS delivers customized solutions to address complex operational challenges.
• EDS’s rapid deployment capabilities minimize disruptions to clients’ businesses.
• EDS’s focus on cost control and efficiency leads to significant savings.
• EDS’s commitment to customer satisfaction drives positive outcomes.

Conclusion:

EDS orchestrated a complete operational transformation for a major rental car company across five key airports: Atlanta, Dallas, Denver, Philadelphia, and Tampa. Leveraging cutting-edge technology, industry expertise, and a customer-centric approach, EDS implemented comprehensive solutions that streamlined processes, significantly reduced costs, and elevated customer satisfaction. If you’re facing similar operational challenges, EDS can help. Contact us today at 404-868-4868 to learn more about our comprehensive solutions and how we can help you transform your business.