Case Study Summary
Improving member services for Zipcar – the world’s largest car club
Established in 2000 and acquired by Avis in 2013, Zipcar’s impressive business growth had not been reflected in its membership services. This led to a backlog of issues and discontent within the team.
What we did
We worked mapped 80+ processes within Member Services to identify list of recommended improvements, prioritised as quick wins, long term priorities and changes requiring IT investment.
We identified process improvements that would deliver 600% return on investment over 12 months and make a significant positive impact on EBITDA.