CarTrawler is a privately owned global car
rental distribution company serving 95 international airlines and
over 1,500 online partners by enabling holiday makers and business
travellers to fully manage their car rental experience online.
CarTrawler has implemented Sage CRM to manage the bookings and car
rental service queries quickly and easily.
“We wanted to streamline our car rental
process and enable customers to deal with their pre and post rental
log queries quickly and easily”, explains Mike McGearty, COO of
CarTrawler. “It was essential that we monitored the level of
service of our car rental suppliers and ensure that all partners’
customers received excellent service, thereby protecting the
integrity of the CarTrawler brand”. CarTrawler developed a
portal that is completely integrated into the partners’ existing
booking engine/website to suit any design or layout. It also
provides partners with real-time access to car-rental pricing,
availability and booking information from over 450 car rental
providers in 134 countries.
CarTrawler selected ENBU Consulting, a Sage
certified business partner as solution provider after a competitive
review. Working together CarTrawler quickly identified
Sage CRM as the application most likely to meet its unique
needs. “When we discussed the requirements for CarTrawler, we
clearly saw how Sage CRM and the self-service framework would fit
perfectly in the delivery”, says Fran Meggs, Managing Director from
ENBU Consulting. “Using these technologies we could easily
make the connection between the back end CRM data, integrate with
the proprietary bookings system for CarTrawler and then present all
of this in a functional rich interface on the public
website”. The company selected Sage CRM Advanced
Edition with its advanced customer service capabilities for 50
users.
“Today, when a traveller makes a car rental
booking through a CarTrawler partner or affiliate site, they
receive a confirmation email with their unique booking reference
number automatically”, continues Mike. “This booking
reference number is recorded simultaneously in CarTrawler’s booking
system and is linked to Sage CRM, enables them to benefit from
extensive online, self-service capabilities which are delivered
using Sage CRM. For example, if the customer has a query or
is dissatisfied with the service that they have received, they can
access CarTrawler’s self-service portal immediately through the
relevant partner/affiliate website using their booking reference or
email address. From there, they can log an issue with the
CarTrawler Customer Care Team or access the FAQ/troubleshooting
section. Sage CRM’s workflow capabilities enable customer
service team members to progress cases appropriately and ensure
that the correct escalation procedures and controls are in
place. Sage CRM reporting tools create custom reports which
are generated on a weekly basis to track and monitor service issues
with its suppliers and also ensure that its partners’ customer
service issues are being dealt with according to pre-defined
service level agreements (SLAs).
“We chose Sage CRM as it was the only solution
with the technical capabilities and integration features that we
needed”, concludes Mike. “Accessibility, reliability and
availability of information is paramount to success in our
business. We now have a highly flexible solution that we can easily
grow when it’s needed”.