TRANSFORMATION
Case Study Summary
Improving member services for Zipcar – the world’s largest car club
The challenge
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 mapped 80+ processes within Member Services to identify list of recommended improvements, prioritised as quick wins, long term priorities and changes requiring IT investment.
The result
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We identified process improvements that would deliver 600% return on investment over 12 months and make a significant positive impact on EBITDA.