HERTZ GLOBAL CASE STUDY

THE PROBLEM

» Needed to reduce response times across 9,700 locations worldwide
» Desperately needed to increase resolution rates
» Wanted to prioritize customer cases

SOLUTION

» Developed “always on” strategy to resolve consumer issues in real-time
» Leveraged GroundSpark’s monitoring suite to centralize all social interactions
» Coordinated customer service, loyalty, and sales

RESULTS

» First response time under 12 minutes (previously well over 1 hour) 
» 
Handled nearly 400,000 customer issues in record time

AWARDS

» Ranked #1 in customer service for RAC
» 
2018 Shorty Award Winner