VEHICLE RENTAL CAR CASE STUDY

THE HERTZ CORPORATION

Learn How Getac helps accelerate car rental pick-up and drop-off wait times.

GETAC UX10 - ONE RUGGED TABLET, MULTIPLE USE CASES

The intended primary users for the replacement tablets were the instant return agents who help customers return their rental cars by reconciling the reservation, inspecting the vehicle for damage, mileage, and fuel, and providing a receipt. The team conducted a pilot at different locations around the United States, comparing three manufacturers’ products based on a set of use-case criteria.

When colleagues from other departments joined the trial, they found that the Getac UX10 tablet could be leveraged for additional uses, including fleet management, vehicle maintenance, and IT support. The pilot helped reveal additional unexpected requirements, including a camera for quickly documenting any damage, a barcode reader to access customer reservation information, and certifications that validate the ruggedness of the devices to withstand extreme temperatures and wet conditions, as not all return locations were protected indoors. 

The Getac support team helped address each requirement and find a new solution to accommodate the new priorities. The Hertz service agents highly valued the UX10’s readable screen size that works well in bright daylight (1,000 nits) and dark conditions, the responsive touchscreen that works in wet weather and while wearing gloves, and its durability to withstand accidental drops and rough handling as agents carry them all day. The warranty program was also important, knowing accidents may happen.

The IT team appreciated the Getac Device Management System (GDMS), which provides visibility into which devices are optimally working and which are not, thereby reducing the risk of device downtime. The system’s built-in virtual GPS helps physically locate the devices without having to hunt down serial numbers, so the IT team can research how many are currently in use, how many are idle or under repair and where they are before fulfilling any new equipment requests, saving both time and money. The teams agreed that the Getac UX10 and GDMS software satisfied multiple use cases in one rugged tablet. 

FAST HASSLE-FREE EXPERIENCE DRIVES CUSTOMER SUCCESS

The decision to use the Getac UX10 was unanimous. During the trial, the teams saw immediate productivity improvements from eliminating the need to physically walk back and forth between locations to access and record information, research errors, print receipts or locate lost, misplaced or unused devices.

Hertz equipped its instant return agents and customer service representatives at the top 70 airports and regional locations with the rugged UX10 tablet. Employees can assist customers faster by looking up reservations, updating credit card information, and directing them to their car location while they are in line. 

The instant return agents use them to quickly scan the windscreen barcode to access the reservation, use the camera to document any damage, record the mileage and fuel level, close the rental record with any necessary pricing adjustments and instantly provide the customer with a receipt.

As one Hertz customer relayed, “I was in a rush to catch a late-night flight and was greeted with a smile and the fastest car return ever. The return agent checked out the car and sent my email receipt before I even had my luggage out of the vehicle.”

Using the Getac UX10 devices, streamlined processes and workflows. Reducing wait times helps customers get to where they need to go faster and improves their overall experience. Hertz employees felt Getac listened to their needs to help them be more productive and appreciated the modern, scalable solution that benefited customers and multiple departments within the company.