Empowering Avis Van Rental with a Unified Case Management Platform

Avis Van Rental, part of the Avis Budget Group, a leading global provider of vehicle rental services, operates as a franchise network specialising in commercial vehicle rentals. Recognizing the complexities of managing a large and geographically dispersed fleet, Avis Van Rental partnered with Resonancy to develop a streamlined and intelligent solution for accident case management and business intelligence (BI) reporting.

This collaboration aimed to overcome the challenges inherent in their franchise-based model and establish standardized processes for enhanced operational efficiency and data-driven decision-making.

Challenge: Standardizing Business Processes Across a Franchise Organisation

Operating a substantial fleet necessitates robust processes for handling the multitude of associated events, such as vehicle accidents. For Avis Van Rental, their franchise structure, while offering numerous benefits, presented challenges in maintaining consistent accident case management practices across their network.

The potential for varied procedures and data collection methods across different franchise locations created difficulties in obtaining a unified and accurate view of fleet incidents. Furthermore, the absence of an off-the-shelf solution tailored to Avis Van Rental's specific operational requirements and franchise model underscored the need for a custom-built system.

This system needed to be easily deployable across all franchises, intuitive for users, adaptable to different operational scales, aligned with existing company policies, and flexible enough to accommodate future process evolutions. The overarching goal was to establish data consistency and improve communication across the franchisee network to facilitate reliable process implementation and reporting for informed strategic decisions and supplier negotiations.

Solution: Architecting a Bespoke Platform for Streamlined Operations and Data Centralization

In response to Avis Van Rental's specific needs, Resonancy adopted a collaborative approach, working closely with both management and franchise owners to gain a deep understanding of their existing accident case management workflows. This partnership led to the design and development of a tailored solution centered around an advanced, yet user-friendly, web interface.

This data-intelligent app was designed to simplify the process of capturing accident-related information by dynamically presenting relevant questions based on the incident type, ensuring the collection of standardized and essential data. The solution also incorporated seamless data integration with Avis Van Rental's existing systems, including vehicle databases, approved supplier lists, and rental location details, thereby streamlining data entry and enhancing accuracy. To ensure the integrity of the collected information, a comprehensive case review and approval process was implemented.

Additionally, the system featured an automated notification mechanism for critical incidents, ensuring timely alerts to key stakeholders, as well as powerful BI reporting capabilities that aggregate all accident data into a centralized database, providing Avis Van Rental with real-time analytics and comprehensive reports for insightful decision-making.

Outcomes: Fostering Consistency and Unlocking Data-Driven Intelligence

The implementation of Resonancy's accident case management workflow and BI reporting solution has yielded significant positive results for Avis Van Rental. The standardization of accident case processing across the franchise network has led to a marked improvement in data consistency and accuracy, resulting in fast, accurate case processing and improved customer experience.

Centralized fleet incident data management has provided Avis Van Rental with a comprehensive and reliable view of their fleet’s state, enabling more effective identification of trends and anomalies. The BI reporting capabilities have empowered both head office and individual franchise owners with access to actionable insights, facilitating data-informed decision-making and the identification of opportunities for operational enhancements.

Data accuracy and thoughtful reporting have strengthened Avis Van Rental's ability to effectively manage risk and optimize negotiations with stakeholders, while improving customer service.

Driving Operational Excellence and Informed Strategies for Avis Van Rental

The collaboration between Avis Van Rental and Resonancy has resulted in the successful deployment of a custom-designed accident case management workflow and BI reporting solution. This initiative has effectively addressed the complexities associated with a franchise-based operational model, leading to greater consistency in processes coherence, enhanced data-driven insights, and improved overall operational control for Avis Van Rental.

I approached Resonancy with two ideas that they turned into workable solution that we can continue to expand and develop. They have developed a good understanding of our business and are extremely flexible in making changes as required. Always available, quick to resolve requests — I would recommend their services.

By leveraging Resonancy's expertise, Avis Van Rental has strengthened its ability to efficiently manage its fleet and make informed strategic decisions based on reliable and comprehensive data.