5. Contents
• Avis Car Rental – a short presentation
• The SugarCRM Pro implementation in Avis
• Exploiting SugarCRM in Avis
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6. 360º customer view
“..a single view of the customer”
RESERVATIONS
CAR PICK-UP
MARKETING
&
SALES
360º DURING
RENTAL
Avis
DUNNING
Value
(DEPT
OUTSTANDING) Chain
RETURN CAR
INVOICING
CASES
(CUSTOMER SERVICE
& DAMAGE)
7. From Value Chain to Customer Lifecycle
MARKETING CASES
& RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING
& DAMAGE)
SALES
RESERVATIONS
CAR PICK-UP
MARKETING
&
SALES
DURING
RENTAL
DUNNING
(DEPT
OUTSTANDING)
RETURN CAR
INVOICING
CASES
(CUSTOMER SERVICE
& DAMAGE)
8. From Value Chain to Customer Lifecycle
MARKETING CASES
& RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING
& DAMAGE)
SALES
ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
9. Avis tools in SugarCRM
MARKETING CASES
& RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING
& DAMAGE)
SALES
ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
11. Avis tools in SugarCRM
ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
MARKETING SALES
Lead Opportunity
E-mail Marketing SMS Marketing
Management Management
Web-to-Lead Customer Account Contact
Forms Surveys Management Management
TAILORED MODULES
RENTAL AVIS CARDS CASES REPORTS
COLLABORATION
Activity
Outlook Plug-in Knowledge Base Reporting
Management
12. 360º customer view RESERVATIONS
Key Points
CAR PICK-UP
MARKETING
&
SALES
DURING
360º
Avis RENTAL
• Share one complete DUNNING
(DEPT
OUTSTANDING)
Value
Chain
customer picture across RETURN CAR
departments in Avis INVOICING
• Auto population of
CASES
(CUSTOMER SERVICE
& DAMAGE)
customer info into Sugar
modules
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13. 360º customer view ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
MARKETING
Key Points SALES
Lead Opportunity
E-mail Marketing MS Marketing
SMS
S
Management Management
Web-to-Lead Customer Account Contact
Forms Surveys Management Management
• Share one complete RENTAL
TAILORED MODULES
AVIS CARDS CASES REPORTS
customer picture across
departments in Avis COLLABORATION
Activity
Outlook Plug-in Management Knowledge Base Reporting
• Auto population of
customer info into Sugar
modules
• Utilizing tools in Sugar to
strengthen the Customer
Life Cycle with Avis
- 13 -
14. Contents
• Avis Car Rental – a short presentation
• The SugarCRM Pro implementation in Avis
• Exploiting SugarCRM in Avis
- 14 -
15. Enhanced communication
ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
MARKETING SALES
Lead Opportunity
E-mail Marketing SMS Marketing
Management Management
Web-to-Lead Customer Account Contact
Forms Surveys Management Management
TAILORED MODULES
RENTAL AVIS CARDS CASES REPORTS
COLLABORATION
Activity
Outlook Plug-in Knowledge Base Reporting
Management
18. E-mail Marketing SMS Marketing
Demo E-mail Marketing
ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
Promoter Booking Avis Preferred Post Rental
Email Confirmation Loyalty program Email
Upsell / Cross
Sell Offers
• Newsletter sent to Tom
Orvei
• Newsletter template
made in Sugar
• Newsletter is sent out
and results tracks back
to the Contact profile in
Sugar
20. E-mail Marketing SMS Marketing
Demo SMS Marketing
ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
Promoter Booking Post Rental
SMS Confirmation
Pick up SMS
Reminder / Cross
Upsell
Sell Offers
• SMS sent after a rental
is finished, promoting
Avis Preferred
• Receiver, Tom Orvei,
responds to the SMS
• Everything is save onto
Toms Contact profile in
Sugar
21. Summary
Loyal
customers
• CRM for Avis is a choosing
Strategic tool to improve Avis
Customer Lifecycle everywhere
• We are currently busy
exploiting tools in
SugarCRM to reach our
CRM goals
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