Hertz

With such a large, international team across markets, communication and efficiency was a key factor of the project. As such, using industry leading scheduling platforms such as Hootsuite to help build a fully fledged framework from which to provide the service, we worked closely with each team to build a workable, actionable service model which could be replicated across markets.

This framework allowed us to liaise directly with both the Hertz Engine team and Hertz Customer Service where required, ensuring we provided the best service possible for both the customers and client. As such, not only did it allow us to ensure complete customer satisfaction and timely delivery on responses and resolutions, but also to make sure relevant Hertz departments were kept continually informed of any complaints, queries or disputes – and as such could resolve or escalate any issues in a timely manner.

Beginning with a trial solution for the UK market, the project quickly expanded onto the international stage, with this customer-support and first response framework being replicated across Germany, France, Spain, Italy and Benelux. This required an expert team of multilingual community managers, which were recruited, managed and trained by Lowaire.

Alongside this, we also designed and created extensive Google data studio reports in order to measure and breakdown the volume of comments, messages and engagement for each market, allowing for in-depth analysis between markets. This data and comparison was used to help inform and improve both first response tactics and more effective social media campaigns themselves.