Surprice Car Rentals
Advancing digital operations and customer service.
Less daily routine. More time for the customer.
Industry: Car Rentals
Time: 2 years
Type: AI & Software Development
Overview
The collaboration between Advance Deep Tech Services and Surprice Car Rentals focused on the technology behind the rental experience: bookings, vehicle availability, contracts, customer information, communication and partner coordination. Through new applications, targeted improvements to existing systems and automation, we helped teams access better information and devote more time to customer service.
The challenge
Surprice, a car rental company with a network of brokers and franchisees, used different systems to manage bookings, contracts and fleet information. Teams switched between applications and searched for data in separate locations to obtain a complete picture. Connections with partners and external platforms also needed modernization.
The goal was to reduce the day-to-day effort involved in finding information, coordinating processes and preparing responses, while making the customer experience simpler.
Our approach
We began by analysing the existing applications and daily operational needs. We improved data organization, introduced processes for cleaning incorrect and redundant records, and upgraded the mechanisms used to exchange information.
The design provided for a gradual transition to the new infrastructure, with compatibility with older services. The collaboration also included technical support, service maintenance and assistance with partner onboarding.
Booking and operational improvements
Website and booking system
We developed and redesigned the website, focusing on easy navigation and mobile use. We contributed to the evolution of the existing booking system by developing connections that allow the website booking form to exchange data with the central system and support direct bookings.
Customers gain an easier way to find information and book, while the website serves as a customer-service channel.
Enhancing the existing Car Management System
We enhanced specific functions of the existing system with tools that support essential daily tasks:
- Assignment Calendar: organizing vehicle allocation and tracking availability.
- Contract Management: opening, amending and closing contracts.
- Car Ticketing: recording and tracking issues associated with individual vehicles.
Upgraded connections and integrations support data exchange with other systems and partners. Our contribution enhanced the existing Car Management System; it did not replace the system or build it from scratch.
Advance with AI
Customer service improvements
Self service registration
Electronic preregistration and self-service capabilities allow customers to complete part of the process themselves and make supported changes to their bookings. This reduces the need to contact the team for every simple action.
Customer DB
The Customer DB organizes customer details and connects them with booking information and the customer journey. Customers gain greater autonomy, while teams have better information for cases that require personal attention.
Chatbot and Station Agent
We implemented a chatbot for finding information and answers through conversation. Station Agent extends this approach to a digital assistant with an avatar, providing a different way to interact. These digital assistants support recurring enquiries, giving the team more room to handle complex needs.
Call center
The collaboration also includes a call center solution, covering the telephone communication channel and offering another way to access customer service.
Freshdesk
We implemented functions that connect to corporate email, read message content, categorize messages by criticality and generate draft replies. Categorization helps employees identify priority messages, while a draft provides a starting point for review and adaptation.
Technology handles part of the preparation. People retain final control over the response.
Value for the team and the customer
For the Surprice team
Better-connected systems, organized data, new functions and automation help teams reduce repetitive work: finding information, switching between applications and preparing responses. This creates more room for operational coordination, special requests and personal customer care.
For Surprice customers
Consistent service: organized processes and easier access to information support more coordinated service across the network.
Automation that simplifies the process: online booking, electronic preregistration and self-service allow customers to complete actions without human intervention at every step.
More ways to access services: an easy-to-use website, mobile access and different communication channels make information, bookings and support easier to reach.
We take on the complexity so that service becomes simpler. We do not automate human care. We automate tasks that take time away from it.
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