Seamlessly Shifting Gears: EDS Mobilizes a Luxury Brand’s Car-Sharing Transformation

A renowned luxury automotive brand, celebrated for its performance and prestige, sought to redefine car ownership in an increasingly urbanized world—the challenge: maintaining brand loyalty amidst shifting consumer preferences towards convenient, on-demand mobility solutions. EDS stepped in as a consultant and the operational engine behind the brand’s car-sharing vision, providing comprehensive, turnkey solutions that brought their vision to life. We assumed responsibility for the entire venture, from legal and financial frameworks to customer service and fleet logistics. Our mission: translate the brand’s vision into a tangible, customer-centric reality. Through meticulous planning and execution, we launched a premium car-sharing service that exceeded expectations, driving customer satisfaction and brand loyalty. 

The Challenge:

The luxury automaker faced a crossroads with significant implications. Failure to adapt to the evolving mobility landscape threatened their competitive edge in a saturated market and the very essence of their brand. The risk was stark: becoming irrelevant as consumers increasingly favored convenient, on-demand alternatives like ridesharing and traditional car rentals. Moreover, surrendering the market to these players meant relinquishing control over the brand experience, potentially diluting the prestige and core values that defined the automaker. In a future where transportation was reduced to mere point-A-to-point-B functionality, the emotional connection and passion that fueled generations of brand enthusiasts would be lost. The stakes were high; the automaker needed a partner to navigate these complexities and safeguard its legacy. 

The EDS Solution:

EDS Service Solutions became the automaker’s trusted co-pilot, crafting a bespoke solution that addressed every facet of the car-sharing venture. Our cross-functional team of experts, armed with deep industry knowledge and a passion for innovation, collaborated closely with the brand to design a seamless and luxurious customer experience.

• Strategic Vision and Market Analysis: Thorough market research to pinpoint ideal customer demographics, service hub locations, and logistical needs.
• Technology and Innovation: Project management and integration of a cutting-edge reservation platform, leveraging our proprietary Workforce Velocity system for real-time fleet and workforce management.
• Operational Excellence: We meticulously managed day-to-day operations, including fleet maintenance, vehicle delivery, premium customer support, and white-glove concierge services for vehicle pick-up and drop-off.
• Workforce Management: Implementing Workforce Velocity’s system to optimize staffing levels and scheduling. This included in-depth hiring and assessment centers to select brand ambassadors who embodied the luxury service, ensuring a highly skilled and motivated team.
• Financial Management and Reporting: Comprehensive financial oversight, including budgeting, forecasting, and detailed reporting to ensure profitability and transparency.
• Risk Management and Compliance: Proactively identifying and mitigating potential risks, ensuring full compliance with legal and regulatory requirements.
• Marketing and Brand Integration: Close collaboration with the automaker’s marketing team to ensure seamless brand integration and a consistent customer experience.

Through this deep collaboration, EDS and the automaker transformed a vision into a reality, launching a premium car-sharing service that exceeded expectations. It was a testament to the power of partnership and a shared commitment to excellence.

Results:

Through this comprehensive partnership, EDS fulfilled Audi’s vision and significantly enhanced its market presence and customer engagement. Key performance indicators (KPIs) demonstrated the success of the collaboration:

• Customer Base Growth: A 77% increase in monthly registrations from 2016 to 2017, exceeding initial projections and demonstrating strong market adoption.
• Improved Operational Efficiency: A 40% reduction in concierge labor costs per rental day, showcasing streamlined processes and effective resource allocation.
• Enhanced Customer Satisfaction: An overall 5-star rating in customer reviews, with 93% of customers rating their experience as exceeding or meeting expectations, highlighting the high quality of service and the premium brand experience.
• Increased Brand Engagement: A 17% year-over-year increase in social media page likes and a 12% increase in followers, indicating growing brand awareness and positive sentiment.
• Strong Financial Performance: Despite initial challenges and unplanned costs, the car-sharing service demonstrated a positive trajectory toward profitability, with steady revenue growth and controlled operational expenses.

Beyond the numbers, qualitative feedback underscored the impact of EDS’s involvement. Customers praised the concierge team’s convenience, quality of vehicles, and professionalism. Audi executives acknowledged the seamless integration of the car-sharing service with the brand’s core values and its positive contribution to brand perception. The successful launch and subsequent growth of the service solidified EDS’s reputation as a trusted partner in navigating the complexities of the evolving mobility landscape.

Testimonial:

“Partnering with EDS was not just a business decision but a true collaboration built on trust and shared values. Their team’s deep understanding of our brand and unwavering dedication and expertise were instrumental in bringing our vision to life. They were more than just a vendor; they were a true extension of our team, committed to our success every step of the way..” – C. Trevisson, Project Director.

Key Takeaways:

• EDS delivers customized solutions that align with brand values and strategic goals.
• Our comprehensive approach encompasses every aspect of launching and managing a successful car-sharing service.
• EDS’s focus on innovation and technology drives operational efficiency and cost savings.
• Our commitment to customer satisfaction ensures a premium experience for users.

Conclusion:

EDS orchestrated a seamless and successful launch of a luxury car-sharing program, demonstrating our expertise in navigating complex challenges and delivering exceptional results. We understand the intricacies of the mobility landscape and the importance of preserving brand integrity while embracing innovation. If your brand is ready to redefine the future, EDS can help you steer your vision into reality. Contact us, 404-868-4868 today to embark on this transformative journey.