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Case on Enterprise - rent-a-car

Case on Enterprise - rent-a-car

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Case Study on "Enterprise - rent-a-car" by Yogendra Kumar Upadhyay Student of Aegis Global Academy
Case Study on "Enterprise - rent-a-car" by Yogendra Kumar Upadhyay Student of Aegis Global Academy

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Published by: Aegis Global Academy on Jan 31, 2011
Copyright:Attribution Non-commercial


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Yogendra Kumar Upadhyay 28-12-2010


About Company 
Jack Taylor - 1957.  A temporary replacement car or a vehicle for a special occasion who need.  Increased own business in fleet management, used car sales, car sharing, vanpool, and commercial truck rental.  In 1993, established out side from US to Canada, UK, Ireland and Germany.  In 1995, Enterprise opened its first on-site airport location at the Denver International Airport.

‡ ‡ ‡ ‡ ‡ ‡ ‡

Web Dashboard Maintenance Management Insurance Enrollment Services Full Maintenance Vehicle Acquisition License and Registration Customizable Web Reports

A Glance The Values Of Company 

F.Y. 2009-10 company annual revenues was $12.6 billion.  900 international car rental branches with more than 7200 employees.  Company has subsidiaries more than one million cars and trucks. At the highest productivity levels and lowest costs. Nine out of ten customers are satisfied.

         Andrew C. Taylor, Donald Ross, Pamela Nicholson, Chairman and Chief Executive Officer Vice Chairman President and Chief Operating Officer

William W. Snyder, Executive Vice President and Chief Financial Officer Matthew G. Darrah, Executive Vice President, North American Operations Lee Kaplan, Craig Kennedy, Edward Adams, Steve Bloom, Rose Langhorst, Senior Vice President and Chief Administrative Officer Senior Vice President and Chief Information Officer Senior Vice President of Human Resources Senior Vice President of Enterprise Fleet Management and Car Sales Vice President and Treasurer

Such Accessibility And Agility Is Unique

‡ Diverse network of more than 6,000 neighborhood and airport branch offices located within 15 miles of 90 percent of the U.S. population. ‡ Stockholder credit facility available ‡ customers improve cash flow, lower costs, and expand credit lines. Following acquisition and delivery. ‡ Company represent approx 90% American population

Company s Rules To Ensure Great Customer Service 

Treat Your Customer The Way You Want To Be Treated  Always Treat Your Customer With Respect  If You Have A Staff Make Sure They Are Trained On How To Treat Your Clients  Resolve Any Customer's Problems Or Issues  Don't Make Promises You Can not Keep  Give your customers more than they expect  Take care of your customers and your employees first, and the profits will follow."

Customers Feed Back
‡ Outstanding customer service at Enterprise
Enterprise s employees are outstanding examples of what all customer-service providers should be. I thought it would have been a stressful situation but company made us feel very comfortable and at ease. Not only did we come home with a great car, we very much enjoyed our time spent!

Dawn C. Portchester, NY

Customers Feed Back
‡ Easy used car buying process I am writing to express my complete satisfaction with the excellent customer service I received from Enterprise Car Sales in Melbourne, Florida. I recently purchased a 2004 Nissan Sentra 1.8 from Enterprise, and from the moment I walked into the dealership, it was truly a smooth, haggle-free process. I felt valued as a customer and appreciated the assistance. Linda S. Palm Bay, FL ‡ Enterprise Car Sales - No hassle. No pressure. I especially appreciated the "no-pressure" approach. William D Valdosta, GA

Customers Feed Back
‡ First-time car buyer pleased with buying process
I would like to say how wonderful an experience it was for my first time buying a car. Chris Beyer was my salesman. He went above and beyond to get me my first car. I look forward to working with Enterprise in the , IL future to purchase my next car! Thank you Chris, and thank you Enterprise!

Sonja H Midlothian, IL

Customers Feed Back
‡ Enterprise Car Sales found the car I wanted
Thank you for getting me the car I was wanting. Be assured that we will recommend Enterprise to anyone looking for a car. Tom and Sandra W. Glen Carbon, IL

Customer Service Representative
‡ Enterprise Rent-A-Car 1-800-264-6350 CustomerService@enterprise.com ‡ Alamo Rent A Car 1-800-445-5664 CustomerService@alamo.com ‡ National Car Rental 1-800-468-3334 CustomerService@nationalcar.com

How Can Create Lifetime Customers
It is based on the operating principles of Enterprise Rent-A-Car, which is widely revered for its best practices in customer service. By employing the strategies outlined in this book, Enterprise has grown into the #1 car rental company in North America.

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Please Read this book
Exceeding Customer Expectation


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